“Across our entire business, especially savings and mortgages, we needed to improve the ease of production, accuracy, consistency and compliance of our customer communications. We had multiple solutions that were producing customer letters, all in hard copy format. Driven by new regulatory requirements and the desire to provide better customer service, we set about identifying a platform that would serve our future needs,” explained Tim Pryke, lead enterprise architect at Yorkshire Building Society.
As part of the evaluation process, Yorkshire Building Society invited several vendors to build a proof-of-concept system at its premises, using a real-life scenario from its business. OpenText produced a working demonstration in just three hours, far quicker than any of the other vendors. This ease of configuration, in conjunction with a commercial proposal that supported Yorkshire Building Society’s cost reduction objectives, made OpenText the obvious choice.
“We have a long-term strategy to improve our customer communications, moving us firmly into the digital age. We want to offer our customers a wider choice of how they receive future communications, including print. We also need to streamline communications, ensuring they are compliant with the latest legislation and regulation, are consistent and are easy to produce and manage, all whilst reducing our costs. We referenced the Gartner Magic Quadrant for the leaders in solutions to meet our needs and, after careful evaluation, we selected OpenText Exstream as the best solution to support our digital transformation for customer communication needs,” said Pryke.
OpenText began to work by implementing a minimum viable product (MVP), to provide a better internal understanding of the new solution and how it would integrate with other systems, including the core banking system.
“We took the opportunity to better understand our other systems and how they would integrate with OpenText Exstream. As part of our initial implementation, we have eight types of customer letters in production. Feedback from the team has been positive. Users report that Exstream is much more intuitive than our old solutions and templates are easier to build. They feel we are on a good trajectory,” said Pryke.