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

Download Case Study

RELATED CASE STUDIES

Developed a Tuition Reduction Benefit Form with Signature & Notification Functionalities for a Leading Australian University

The customer wanted to develop an easily accessible form online to help students leverage the Tuition Reduction Benefit (TRB) seamlessly. Espire helped the customer create a TRB form by leveraging MS Power Apps using Canvas Apps, the submitted forms will get automatically stored in SharePoint & the approval process is built using Power Automate, the approving authority will receive an instant notification to approve/reject the form

Designed a Centralized Content Management System for a Leading UK-based Staffing Business

A leading Global Talent Acquisition and Managed Workforce Solutions provider in the UK, needed support to centralize its content management for the 22+ acquired brands and required a simplified process for posting job openings & deploying regular enhancements for content management. Espire considering the challenges, reimplemented the front-end design framework for better performance, security and SEO optimization. We also redesigned the cloud architecture on Microsoft Azure to support constant enhancements required to centralize & manage enterprise & localized content. 

Implemented Banner Enhancements to Improve Student and Staff Experiences for a Leading Australian University

A leading Private University of Australia which offers undergraduate, graduate, higher degree by research and specialized degree programs in a wide range of academic disciplines, required support to efficiently manage the increasing student enrolments with the Banner platform as a service. They needed to enhance the self-service functionality to help students download their updated documents: Invoices, CAN Notice, Payment Receipts.

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.

Accelerating digital experiences with powerful ui ux for leading industries

UI & UX has emerged as a mainstay when it comes to offering an engaging and easy-to-navigate website/user interface to users. A careful UI/UX design strategy can help in transforming the way organizations interact with their customers as well as their employees by making the platform more streamlined, agile, proactive, easy-to-use and intuitive. Moreover, it can help in increasing user retention, engagement, conversion rates and eventually better ROI.

Espire infolabs enhances search experience for acu wins searchstax partner excellence award 2021

The global leader in search experience management, SearchStax has recognized Espire Infolabs in the Partner Excellence Award 2021 (APAC) for assisting Australian Catholic University (ACU), transform its site search with SearchStudio and driving greater engagement and conversions.

Sitecore composable dxp multiexperience solutions for driving greater business outcomes

Espire is helping leading brands deploy Sitecore Composable DXP to deliver multiexperience and total experience solutions at scale. Sitecore is constantly adding cutting-edge tools and technologies to give marketers and developers the flexibility to compose their DXP platform to deliver total experience solutions at scale. Enterprises are prioritizing their move towards delivering multiexperience solutions to drive impeccable staff and customer experience.

Sitecore ordercloud top features and benefits for driving exceptional digital experiences

Sitecore’s OrderCloud is an API-first headless cloud platform which empowers brands to streamline key business operations like efficient order management, marketplace application integration and driving eCommerce experiences for customers. It seamlessly integrates with your brand’s existing technology stack to drive targeted customer communications and digital experiences across multiple touchpoints