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  • Customer experience and speed-to-market was affected due to the outdated version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

Download Case Study

RELATED CASE STUDIES

Designed a self-service portal to improve time to market for a leading European Insurance Holding Company

Espire set up a Service Portal using Quadient Interactive for a leading Insurance Company in Europe - that focuses on Customer experience & driving personalized communication, which provided interactivity to the service agents in updating the documents whenever required by directly using the service portal.

Design & Development of a Responsive SharePoint Website For the holding company of Singapore’s public healthcare providers

The client manages the public healthcare system to ensure that good and affordable basic medical services are available to all Singaporeans.

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

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

Manufacturing insights technology solutions for the manufacturing sector to achieve total experience

Manufacturing companies can maximize their growth potential by investing in scalable technology solutions to elevate employee experience, optimize business processes for driving operational experience, improve customer service and digital experience, to achieve digital transformation and total experience

Top 5 benefits of digital insurance fast track your digital journey and bolster growth in 2022

Digital Insurance has empowered the insurance and reinsurance industry streamline key business operations like premium calculations, claims management, customer communications and customer data storage etc, thereby enabling leading companies to deliver unmatched customer experience, business experience, employee experience, multiexperience and user experience at scale

Top 5 digital trends for CCM providers to bolster growth in 2022 and beyond

Digital communications (CCM) service providers are constantly evolving and adding new technology capabilities to meet the dynamic demands of the customers. This blog enlists the top 5 digital trends for CCM Service Providers in 2022 and beyond for maximising profits and driving growth

Top benefits of automated reinsurance to fast track business growth

Reinsurance is the practice of different insurance companies purchasing multiple insurance policies to share the risk and reduce their loss in case of a calamity. Automated reinsurance helps leading brands in the insurance industry simplify key processes while reducing operational costs and facilitating seamless audit management.

Driving tech innovation for logistics and supply chain industry to boost growth and sustainability

With the burgeoning growth of digitalization, businesses in the logistics sector are deploying state-of-the-art technologies like AI, IoT and Blockchain to streamline operations and drive impeccable customer experiences. Supply Chain Optimization helps brands leverage cutting-edge technology to deliver goods and services that are aligned with their unique customer needs, enabling them to derive process efficiency and greater profit margins.