• More
Menu Search

British Gas

Centrica British Gas improves customer service with OpenText

British Gas logo

OpenText Documentum enables quick access to critical documents

We desired to adopt an industry-leading electronic document management solution to improve our customer service levels. OpenText Documentum is now helping us daily to reinforce our company’s customer-focused commitment.

Mark Cobley, Manager, Integrated Correspondence Information Systems, British Gas


  • Ability to quickly access relevant documents including gas and electricity bills, non-payment debt related letters, and inbound letters received from customers
  • Increases customer service satisfaction




  • Tracks, archives and retrieves 87 million documents generated per annum
  • Integrates with Oracle® Siebel® CRM
  • Increases customer service levels—with relevant customer information available instantly
  • Saves time and money by reducing customer call handling times
  • Provides exact images of customer correspondence to front-line staff
  • Availability of complete history of critical customer documents
  • Meets compliance requirements

About British Gas

British Gas, part of the Centrica Group, is the largest energy supplier to Britain’s domestic and business market segments. The company provides gas and electricity services to 15.7 million residential accounts and more than one million small and medium business (SMB) and enterprise business users.