SUCCESS STORY

E N T E R P R I S E I N F O R M A T I O N M A N A G E M E N T

Industry

Energy Supply and Telecommunications Service Provider

Customer

IT-Power

Challenges

n High maintenance and quality assurance costs with documents for mass printing

n Unused optimisation potential in the output management process

solutIons

n OpenText StreamServe

BenefIts

n Lower error rate increases customer satisfaction and reduces the number of customer service queries

n Process optimisation in the area of output management reduces internal and external costs

Customers transfer the information for the monthly invoices as “raw data” in the form of CSV or XML files. These must be converted to print files and transferred to IT-Power. The dunning letters, which were, until now, exclusively delivered as PDF files, must also be prepared for printing as quickly as possible and without errors. In a final step, all print files must be returned to the customers in PDF format.

It-Power Increases Customer satisfaction and reduces number of service Queries with opentext streamserveOutput management on the basis of OpenText StreamServe

Process over 1,000,000 documents in two days without errorsIT-Power needed a solution that would allow them to process countless documents without making any mistakes—OpenText StreamServe. “Now, we can return all printed documents to our customers as PDF files for their archives within a few minutes,” says Sven Ladewig, CEO of IT-Power. “All in all, as the general contractor, together with partners, we process almost all of the 1,000,000 customer documents per month in just two days.”

Invoices, dunning letters, and standard correspondence—IT-Power, an IT and consulting subsidiary of Stadtwerke Flensburg, sends around 1,000,000 documents per month.

As a cross-sector service provider for the entire output process, IT-Power acts as a partner for Stadtwerke Flensburg (public utilities in Flensburg) and numerous other companies for the entire outsourcing process. A key issue for IT-Power is the smallest possible margin for error when creating the documents, which are delivered in different formats.

SUCCESS STORY

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happier customers and fewer queries reduce the workload for customer servicesRaw invoice data is now imported in various layout templates according to customer requirements and then prepared for print-ing. With StreamServe, data records can be sorted and linked together according to specific business logics. In this way, entire processes can be mapped in full. The invoic-es for customers’ different clients can, there-fore, be produced almost without errors. Their readability has also been improved. For this reason, clients of IT-Power can look forward to happier customers and fewer service queries. And IT-Power benefits from additional follow-up orders.”

optimised processes reduce costsThrough analysis and consolidation of addresses, it is possible to send several documents at the same time. In many companies, there are several invoice recipi-ents and several divisions in the same office. In these cases, several letters can be bundled in one delivery. “With our custom-ers’ document volumes, the potential for optimisation is in the region of several thou-sand recipients, so massive savings are possible in postage fees,” explains Ladewig. The ease with which data can be transferred from StreamServe to third-party systems is also evident, making it possible to opti-mise processes in terms of cost reductions.

“With our customers’ document volumes, the potential for optimisation is in the region of several thousand recipients, so massive savings are possible.”

Sven Ladewig, CeO, iT-POwer

Based on the positive experiences with the quality of invoice creation, the dunning letter details will only be delivered as raw data in future and imported into the three or four dunning letter templates for each custom-er’s client with the help of StreamServe.

“If we, then, also take over management of the postal service and, therefore, the dispatch of the 1,000,000 documents per month, our customers achieve their goal of complete optimisation of output manage-ment,” Ladewig concludes.