Case Study: Vhi Healthcare achieves streamlined, cost-saving multi-channel member communications with OpenText Exstream

Vhi Healthcare streamlines member communication processes

Vhi Healthcare, Ireland’s leading health insurer with more than one million customers, faced an aging, unsupported customer communications system that produced overly complex documents and huge print volumes—up to three million communications and almost 18 million pages a year. The legacy platform made policy documents hard to manage (renewals ran to 20 pages), slowed change cycles, and limited Vhi’s ability to move to email and web delivery.

Vhi selected OpenText Exstream and related modules to modernize design, multi-channel delivery and production controls. With vendor-led implementation and training, Exstream cut renewal documents to about 10 pages, enabled web and email delivery (120,000 customers enabled, ~1,000 emails/day), reduced print/post workload and costs, improved turnaround and testing, and gave Vhi greater confidence in communication quality and compliance.

Vhi Healthcare

Damien Malone

Principal Technical Architect