OpenText transforms BPM with new Smart Process Applications

Johannesburg, 22 Mar 2013
Read time 4min 20sec

OpenText Corporation, the pre-eminent provider of enterprise information Mmanagement (ECM) software, today unveiled OpenText Smart Process Applications designed to accelerate an organisation's ability to deliver quick wins from their Business Process Management Suite (BPMS) investments. OpenText Smart Process Applications integrate industry-leading OpenText BPM solutions with key OpenText EIM products to deliver unmatched capabilities for organisations to better manage their process-based operations and enterprise information.

"What business needs now is a new generation of flexible, adaptable applications that can address the messy and unpredictable processes and collaborative activities that are central to any business," comments Andrew Bartels, vice-president, principal analyst at Forrester Research. "Business executives want what we call 'smart process applications', a new generation of packaged applications that are being created specifically for those collaborative business activities."1 Forrester Research has forecasted the combined market for these products will grow to $34 billion by 2015.

"Responding to the shift in market demands and delivering upon our EIM strategy, OpenText has elevated Smart Process Applications to the next level," added OpenText CEO Mark J Barrenechea. "By providing business users with ready-to-use building blocks that include process models, application logic, persona-based user experiences, and case configurations, we are helping our customers remain agile to keep pace with ever-changing customer expectations."

Offering the market's first integrated Smart Process Applications from a single vendor, OpenText continues to deliver stronger solutions based upon its OpenText EIM portfolio and vision. These Smart Process Applications draw upon the foundation of OpenText's leading process and case management solutions (business process management) integrated with industry leading strengths of products including: Content Server (enterprise content management), Capture Center (information discovery), StreamServe (customer experience management) and more. In addition, OpenText Smart Process Applications support the most common horizontal and vertical processes critical to business and can be up and running in as little as 30 days.

OpenText Smart Process Applications include:

* Assure for Customer Service, which provides prescriptive response paths, intuitive self-service offerings, automated correspondence, performance reporting, multi-system data integration, change management and case load reduction capabilities aimed at delivering exceptional customer service and interactions.

* Assure for Human Resources that offers support for common practices, such as recruitment and on-boarding, using an adaptable, flexible platform that delivers personalised self-services to employees. It also improves the consistency and response time to requests, eliminates paper-based files and processes, and improves visibility to operations and service level metrics.

* Client Management for Insurance, which delivers a consolidated 360-degree view of client interactions, cases, processes, content and correspondence across the core back-office and customer service operations of insurance companies, including information and interactions of all customers, intermediaries (eg, brokers and agents), and internal customer/policy facing stakeholders.

"OpenText provided us with a core capability that could keep pace with our company's strategy and growth objectives. We now have the tools to streamline our business operations and provide our employees with a 360-degree view of our customers' experience across our operations department," continued Graeme Turner, chief strategy, projects and technology officer at AIA Australia. "We look forward to working with OpenText to expand the solution to our future strategic initiatives and will continue to dedicate our resources to improving our services to our customers." AIA Group and its subsidiaries comprise the largest independent publicly-listed pan-Asian life insurance group in the world, with a broad footprint spanning 15 markets in Asia Pacific. AIA Australia provides life insurance coverage to over two million Australians.

PSCU, a leading provider of traditional and online financial services to credit unions, is using OpenText Assure to enhance customer service and maximise productivity. "OpenText has enabled us to roll-out new process-based services in 25% of the time, reduce our work queues by 30%, and save over $300 000," concluded Daniel Rosen, director of the Center for Process Excellence, PSCU.

Showcasing the latest social and mobile capabilities, as well as analytics, dynamic case management, and self-service portals, OpenText Smart Process Applications provide the following benefits:

* Accelerated value. OpenText's out-of-the-box, process-specific building blocks enable organisations to design and deliver successful applications in as little as 30 days, delivering the quick wins that are critical to our customers and their time-to-market objectives.
* Better visibility that gives insight into and across siloed applications and information, providing managers and executives with a comprehensive, real-time, and historical overview of structured and unstructured process operations.
* Cost-effective agility, which allows organisations to innovate and keep up with the rapid pace of change their employees, partners, and customers desire. The agile, business-friendly nature of the process-based applications reduces a line of business' reliance on IT for often costly and time-consuming changes.

For further information, please contact Lenore Kerrigan: tel +27 11 575-4666, fax +27 11 576-6000, e-mail


OpenText provides enterprise information management software that enables companies of all sizes and industries to manage, secure and leverage their unstructured business information, either in their data centre or in the cloud. Over 50 000 companies already use OpenText solutions to unleash the power of their information. To learn more about OpenText, please visit:

Certain statements in this press release may contain words considered forward-looking statements or information under applicable securities laws. These statements are based on OpenText's current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which the company operates. These statements are subject to important assumptions, risks and uncertainties that are difficult to predict, and the actual outcome may be materially different. OpenText's assumptions, although considered reasonable by the company at the date of this press release, may prove to be inaccurate and consequently its actual results could differ materially from the expectations set out herein. For additional information with respect to risks and other factors which could occur, see OpenText's Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC and other securities regulators. Unless otherwise required by applicable securities laws, OpenText disclaims any intention or obligations to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

In southern Africa, OpenText's business partners are Business Connexion, Datacentrix, EOH, eTechnologies, iFuture Consulting, NokusaEI and SAP Africa; and its customer base includes organisations from across both the private and public sectors such as ABSA, Anglo Platinum, BMW, Department of Environmental Affairs, Department of Tourism, Distell, Engen, Exxaro Resources, Mittal Steel, Nedbank, Office of the President, Provincial Government of the Western Cape, SABMiller, Sasol, Standard Bank, Telkom SA and Toyota.

Copyright (c)2013 Open Text Corporation. OpenText is a trademark or registered trademark of Open Text SA and/or Open Text ULC. The list of trademarks is not exhaustive of other trademarks, registered trademarks, product names, company names, brands and service names mentioned herein are property of Open Text SA or other respective owners.

Editorial contacts
Global Research Partners Paul Booth (+27) 82 568 1179
Open Text Lenore Kerrigan (+27) 11 575 4666
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