Selecting OpenText Exstream as our single, enterprise CCM platform wasn’t just about the technology, which is extremely important. We have been impressed by the people too. The team at OpenText provides great service, delivers what we ask for and understands our needs.
Each year, NAV sends more than 20 million items of communication to around 3.1 million customers. To achieve this, it uses multiple output management solutions and is heavily reliant on an external provider to implement new document templates or even make the smallest of changes for one of its platforms. The company was looking to take more control of their operations in house.
Halldor Skattebo, team leader at NAV explained further, “We wanted to take control of our customer communications, cutting the delays in making even the smallest of changes to document templates and to significantly reduce our costs. After careful consideration we decided to consolidate onto a single platform, OpenText Exstream™, which we felt was best suited to meet our needs today and into the future.”
Having used Exstream for some time as one of its Customer Communications Management (CCM) platforms, there was significant internal knowledge at NAV of its capabilities. Consolidating onto a single CCM platform with Exstream has eliminated the cost and delays of relying on external providers for the development, maintenance and support of the other solutions. These cost and time savings, along with the enhancements made to the Exstream platform in the latest releases and comprehensive roadmap, contributed to the decision to move all communications to OpenText.