Content Management for Customer Support and Service Management

Optimize support operations to resolve cases faster and improve customer satisfaction

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of service professionals say it’s impossible to provide great service without a complete view of customer interactions[1]


See how to enable superior customer service and grow revenue

The shift to digital-first customer engagement, as well as the move to remote work, has put an obvious strain on support systems. Now more than ever, service agents require instant access to the right information, whether serving customers on the phone or in person.

Customers view a company as a whole entity, so providing service agents with the agility to resolve all types of issues, from billing to technical, is essential. A complete 360-degree view of the customer can maximize efficiency and ensure a superior customer experience.

Key benefits

Impact business and achieve better results.

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  • Increase customer satisfaction KPIs

    Respond quickly to customer needs and build strong relationships to create consistent and memorable customer experiences.

  • Shorten resolution times

    Close cases in a more efficient manner with real-time access to all customer-related content directly within CRM applications.

  • Reduce call times

    Spend less time searching for relevant information to resolve calls quicker, reduce customer wait times and increase the number of queries agents can process.

  • Reduce risk

    Instantly locate and reuse the right information and regulatory content to comply with mandates and guidelines, such as GDPR.

  • Simplified system architecture

    Eliminate information silos by consolidating on a single content management system connected through to front-end applications.

Business impacts

  • Documentation in the field

    Instant access to customer information can be a game changer when working in the field. Whether it is product-, version- or asset-related, engineers need confidence they have the right information. Offer excellent customer service from any location.
  • Full customer visibility

    Without access to commercial agreements, agents often struggle to resolve operational issues. This can lead to embarrassing and time-consuming situations that damage the brand. Take the guesswork out of support with full customer visibility.

  • Customer self-service

    Customers expect self-service digital options to easily access and manage their own account information. Companies who cannot provide it are likely to lose customers to a competitor. Enable customer self-service to meet expectations.
  • Safeguard information

    Different stakeholders across an organization access customer information. For security, it is important they only access role-relevant information. Protect information with roles-based permissions to only deliver what is needed, when it is needed.

  • Application integration

    Switching between multiple applications is time-consuming. The process does not just delay decisions but also increases the risk of misplaced information. Integrate business applications for a complete view.

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Explore the components of the solution


Solve Content Management for Customer Support and Service Management challenges with OpenText.

Professional Services

OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Content Management for Customer Support and Service Management resources

OpenText Core Content Feature Overview

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OpenText Extended ECM for Salesforce CE Lightning UX

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Extended ECM for Microsoft Dynamics 365

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OpenText Extended ECM for Salesforce for Service Management

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A day in the life of a Commercial Banking Customer

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  1. [1]Salesforce Research, Salesforce State of Service, 4th Edition, 2020