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

Optimized Workflows with a Dynamics-based solution for a Leading Australian University

We deployed multiple service improvements to align the customer's marketing campaigns with sales (leads) and convert these opportunities into business (student enrolments), Designed a customized solution for messaging using Twilio, Streamlined academic processes by leveraging MS Flow and deploying an automatic approval mechanism alongwith Successfully carried out payment gateway and banner application integrations.

Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

Workflow Re-Engineering and Print Production Management Solution

The client is renowned for offering comprehensive suite of mail stream solutions ranging from creation to production and distribution. Client's existing solution provided barcoding, printing and dispatch options but the changing business requirements demanded an automated customised e-mail mechanism

Upgrade, Migration and Enhancement of Oracle EBS Application and Database for a Govt. Department

Financial Management System (FMS) is the main business critical financial application used by the client, across the country in 21 provinces. This application uses legacy software (Oracle Apps 10.7) and hardware (SCO Unix) that is no longer supported by the respective vendors. There was a mandatory requirement for upgrading to latest technology to keep itself in tune with the changing technology and business needs

Supporting & Building Digital Solutions for Improving Customer Experience

Espire upgraded their existing corporate website to Sitecore version 9.1 for streamlining navigation issues, upgraded their E-commerce platform for delivering personalized customer experiences, deployed Sitecore technical enhancements to improve development process like refactoring, Unicorn, Glass mapper and T4templates, Search etc

A Complete guide to upgrade to sitecore xm cloud why when and how

Sitecore XM Cloud's composable architecture allows organizations to create and manage personalized digital experiences for their customers, increasing engagement and conversions. With its cloud-based delivery model, Sitecore XM Cloud eliminates the need for organizations to maintain on-premises infrastructure, providing a cost-effective and secure solution for managing digital customer experiences

Leveraging composable architecture to drive unforgettable digital experiences

A composable architecture allows the application to adapt to the speed of business while enhancing responsiveness and scalability, paving the way towards driving greater business growth. In our latest blog, we share the benefits of leveraging a composable microservices-led architecture for business applications.

Top 10 strategic technology trends for 2023 by gartner Part2

In our first blog on Top 10 Strategic Technology Trends for 2023 by Gartner, we had discussed the top 5 technology trends that will enable businesses to offer customized experiences to the end users for better engagement, ROI, conversion, and sales. As a concluding part of this 2 series blog, we will enlist and discuss the next 5 disruptive tech trends to be witnessed in 2023 such as Wireless value realization, Superapps, Adaptive AI, Metaverse and Sustainable technology.

Top 10 strategic technology trends for 2023 by gartner Part1

The pace of change is accelerating, driven by emerging technologies such as artificial intelligence, the Internet of Things, big data and blockchain-all of which are changing how we work, live, and manage our businesses. In this blog, Part 1 of the top 10 strategic technology trends for 2023, we will be exploring the top 5 trends identified by Gartner, which can significantly contribute to your success story.

Agile tech solutions and agile mindset foundation of future ready and resilient businesses

The Agile technologies help employees become self-sufficient and motivated to work more collaboratively & deliver ROI-driven solutions while eliminating the constant need for supervision and micro-management to achieve goals.

global-locations

12

+

Global Locations

global-services

100

+

Global Customers Served

resources-certified

1200

+

Resources

technology-partnerships

30

+

Technology Partnerships

years-of-experience

20

+

Years of Experience in Digital Transformation & Total Experience