. Case Study: OpenText Exstream Implementation for New York Life Insurance | Ecodocx

Case Study: New York Life Insurance

OpenText Exstream | OpenText Empower | OpenText Content Author | Advisory and Professional Consulting Services



Industry: Insurance | Customer: New York Life Insurance | Solutions: OpenText Exstream, OpenText Exstream Empower



OpenText Exstream implementation for third-largest life insurance in the United States. New York Life Insurance teamed up with Ecodocx to modernize OpenText Exstream and implement future-proof enhancements to meet the needs of today’s and tomorrow’s customers



opentext exstream, empower services

About New York Life Insurance

New York Life Insurance Company is the third-largest life insurance company in the United States, the largest mutual life insurance company in the United States and is ranked #69 on the 2018 Fortune 500 list of the largest United States corporations by total revenue.




The Challenge

New York Life Insurance company was planning to upgrade its OpenText Exstream application from an elder version to the latest supported version 16.6. The company also wanted to implement live letters.

As the in-house resources were lacking on needed expertise and knowledge, the team was looking for a reliable services provider, who could not only deliver the needed expertise, but also advise on a long term strategy based on the company’s solution environment, business requirements, as well as current and future needs.



Customer Testimonial


“The updated and modernized OpenText Exstream and Empower solution will help New York Life Insurance to meet a critical corporate goal: help customer-facing personnel to more effectively communicate with customers by using personalized, high-quality, highly-readable documents – at the lowest possible cost. As a result, the team can benefit from improved member satisfaction, and this leads to better customer retention.


Elliot Kim,

Project Manager at Ecodocx




The Solution

The company hired Ecodocx to advise during project planning, assist during development and provide missing expertise. The goal was to do a pilot project as a base and let NYL in-house staff do the rest of the work themselves to reduce project cost and effectively use existing resources.

Our team came onsite to New York Life and helped with blueprinting and business analysis of as-is, interim, and future states. We also provided detailed consultation on time and process estimates for the upgrade, migration, integration phases. We advised on how to prepare for an upgrade, what to expect during the project based on the existing Exstream solution, and how to make the process as smooth as possible.

Both teams tightly cooperated during onsite visits and many WebEx meeting sessions. Based on our assistance and advisory, the team was able to upgrade existing batch forms,  install one OpenText Exstream 16.4 environment, and continue implementing real-time letter forms with OpenText Exstream 16 Content Author and Empower.




Results and Business Benefits

The Exstream team at New York Life Insurance continues to benefit from Ecodocx team’s 20+ years of industry experience and strong expertise in delivering custom solutions based on OpenText Exstream product offering.

By reaching out for consulting sessions to an experienced advisor, and working hand in hand with our team instead of letting us solely provide end-to-end implementation, the New York Life Insurance was able to successfully fill missing expertise, learn a lot about the new features and available opportunities of their OpenText CCM solution, and thereby maximize the usage of in-house staff.

With this approach, a decent amount of work is delivered by in-house employees and project cost could be drastically reduced. 




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