Designing an advanced technology ecosystem to improve CX for a leading Australian Superannuation Fund Company



About the Brand

An Australian superannuation fund company which provides financial advisory services, insurance and other investment opportunities to all its clients and members

Business Challenges

  • Service inconsistencies and negligence on behalf of the previous service provider leading to chaos
  • Document generation through Thunderhead is a tedious process
  • Deploying a future-ready automated document generation ecosystem

Business Needs

  • Required assistance while migrating from Thunderhead to OpenText for outbound correspondence generation
  • Needed architectural guidance to design automated document management and handling ecosystem
  • Required BAU support for current migration,testing automation and designing interactivity for content authors

Business Solution

  • Espire success fully implemented Thunderhead to OpenText migration and is supporting ongoing enhancements in BAU mode
  • Designed and implemented the technology architecture for ensuring outbound quality and consistency
  • Revamped the document generation ecosystem, deployed automation to create both static and interactive documents
  • Carried out automation testing and deployed enhancements for document interactivity to facilitate easy collaboration amongst different content authors
  • Enabled easy availability of documents across multiple channels including mail, fax, SMS etc

Business Benefits

  • Deployed extensive advancements for improving CX across all digital channels
  • Personalized touchpoints
  • CCM Domain support
  • Improved customer engagement
  • Reduced the cost of operations
  • Easy access and availability of documents

Tools & Technologies

  • OpenText Extream
  • OpenText Empower
  • Communication Builder
  • Jira
  • Confluence
  • Control Centre
  • Oxygen-schema design
  • Soap UI

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