Ohio National Financial Services Advances Its Digital Customer Engagement Strategy with OpenText
OpenText Experience Suite Streamlines Digital Content Creation and Delivers Personalized, Responsive Customer Experiences
Waterloo, ON –
OpenText™ (NASDAQ: OTEX, TSX: OTEX), the global leader in Enterprise Information Management (EIM), today announced that Ohio National Financial Services, which markets a variety of insurance and financial products in 49 states (all except New York), the District of Columbia, Puerto Rico and through affiliated operations in South America, has selected OpenText to advance its digital customer engagement strategy. With OpenText, Ohio National is able to streamline digital content creation and deliver personalized, responsive customer experiences.
Following the growth of a new distribution line in 2000, Ohio National set a goal to personalize online resources for its financial professionals and partners. The company implemented a solution that, in time, proved unwieldy and difficult to use for its increasingly complex workflow requirements. The company made the decision to revamp the initial installation and formed a cross-departmental team to evaluate solutions that would better meet the company’s growing requirements. Narrowing a list of 40 solutions down to six, then to three, Ohio National ultimately chose OpenText Experience Suite as its content management and portal solution.
“The customer experience is hugely important and we’ve been doing it for more than a century,” said Christopher Spanier, second vice president, Marketing Technology at Ohio National. “Now, the challenge is setting up a website experience that allows our visitors to feel the same connection and get the same level of personal care and know that we are here for them. OpenText did a phenomenal job helping us respond to that need.”
Ohio National now manages 11 core web sites with OpenText Web Experience Management and OpenText™ Portal, engaging with millions of visitors per year. The sites have more than 200,000 registered users, directed toward specific groups from financial professionals to policyholders or the general public. With information tailored and filtered based upon profiles, policyholders view only the insurance and claim forms relevant to them.
“It’s all about who you need to be for the audience when they come to you and OpenText has really enabled us to do that,” said Spanier. “OpenText allows us to make a connection with the user to show that we know a little about them. Our biggest hits on the websites are those interactive pieces where OpenText gets you the information and gets you on your way.”
According to Spanier, “The integrated suite was implemented in five months, stayed within budget, and enabled end users to continue working with minimal disruption. Now, with OpenText handling the complex workflows through a streamlined review process, we save hundreds of hours every year that were previously spent reviewing and publishing content.”
OpenText Experience Suite supports personalized, responsive connections for Ohio National’s financial professionals and customers. Financial professionals can easily check the status of a policy that is in underwriting or target clients that need atten¬tion. Using Portal, the company can access documentation from an expand¬ing library of nearly 40,000 content assets. Content is used and re-used while adhering to retention schedules and forming a reli¬able audit trail.
Spanier concluded, “This project was a powerful example of how OpenText can supplement a company’s in-house team and, working together, can meet some very aggressive goals. We are in such a better place with significant potential to build and extend both internally and externally. This is the foundation that we’re going to continue to grow from.”
OpenText enables the digital world, creating a better way for organizations to work with information, on premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit opentext.com.
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