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The Challenge

One of the world’s most well-known telecommunications companies wanted to provide accurate electronic telephone bills in PDF to its 40 million customers which they could access on their own 24 hours a day. As part of the project, the company also planned to consolidate their Enterprise Content Management (ECM) systems – previously spread over five IT centres – to CMOD.

But their goals reached further than that. The organization required a tool that would allow their customer service representatives to view exact statement replicas, so they could see precisely what their customers were looking at. The solution would also need to have a quicker response time than the existing system, which took four seconds to access a bill.

The Solution

It was the speed of the solution, as well as its strength in handling different content formats, that drew the company to Xenos ePresentment, in conjunction with Xenos’ ECM Migration Solution.

Xenos ePresentment for IBM Content Manager OnDemand is a specialized high-performance solution that is fully integrated to deliver client-facing documents online to external customers and internal customer support representatives. Created by Xenos Group – a division of Actuate – it is the leading solution for the online presentment of high-volume, customer-facing documents stored within the IBM Content Manager OnDemand (CMOD) archive.

The Benefits

With the help of Xenos, the company was able to meet its goals, while saving $5 million over five years by storing bills in PDF rather than AFP format– a move that represented a 90 percent cost reduction in document storage. Customer service representatives are now able to access customer information on demand, at a rate of eight transactions per second – a significant increase in productivity.