Delivering multi-channel personalised CX for a leading government-owned electricity & gas distribution company in Singapore

About the Brand

A leading government-owned electricity and gas distribution company in Singapore, which specializes in providing sustainable energy solutions to all its customers.

Business Challenges

Delivering personalized customer communication across channels was a challenge
Customer experience and speed-to-market was affected due to the outdated version
Security and compliance was at risk

Business Needs

Required to upgrade OpenText Exstream from v9 to v16 for facilitating seamless customer communications across all touchpoint
Needed to upgrade all supporting components like Exstream Designer, Design Manager, License Server, Live Editor and Command Center for efficient support, patches and upgrade

Solutioning proposed by Espire

Espire assessed the brand’s bottlenecks and enabled seamless OpenText technology stack migration for improving CX across all customer touchpoints
For efficient management of the brand’s print & digital (presentations/email) communications, all OpenText Exstream products were upgraded from version 9.x to version v16.6.1
All supporting components - Exstream Designer (16.6.1), Design Manager (16.6.1), LicenseServer(1.2), LiveEditor(4.5) and Command Center (3.1.1) were upgraded to their latest versions
A complete repository with version history for the common objects like history for all bills, letters, forms, and templates were efficiently maintained
Enhanced the ability to access and manage logos, templates and company addresses directly from the current central repository
All security and complaince protocols were complied

Business Benefits

Personalised all customer touchpoints
Improved CX on digital channels
Easy access to customer engagement analytics
Enabled on-premise cloud deployment options
Integrated communications across all channels
Improved time to market, security & compliance SLAs

Tools & Technologies

OpenText Exstream
Design Manager
Live Editor
Exstream Designer
License Server
Command Center

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