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- Customer experience and speed-to-market was affected due to the outdated version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