Case Study: Yorkshire Building Society achieves streamlined, compliant multichannel customer communications and reduced costs with OpenText Exstream

Yorkshire Building Society improves customer communications with OpenText

Yorkshire Building Society, a mutual with 3.1 million members, 4,500 employees and 219 branches, needed to modernize customer communications to meet regulatory requirements and support growth. Its legacy, fragmented systems produced hard-copy letters from multiple platforms, creating duplication, high maintenance (about 3,000 templates) and compliance risk.

After a rapid proof-of-concept, Yorkshire selected OpenText Exstream and rolled out a minimum viable product integrated with its core banking system; eight letter types are already live and users report faster, more intuitive template creation. The solution is expected to reduce templates from ~3,000 to ~300, enable multichannel delivery (print, mobile, SMS, social), cut support and maintenance costs, improve consistency and compliance, eliminate paper and accelerate regulatory changes; OpenText Media Management was also adopted for richer personalization.

Yorkshire Building Society

Tim Pryke

Lead Enterprise Architect