CCM Experience Insurance

Acuity Automates Customer Correspondence by Implementing a Modern CCM Platform

Acuity standardized and centralized customer correspondence across the enterprise by implementing a CCM platform and building a forms portal, with ValueMomentum as their services partner. The 36-month project converted over 7000 forms and saved 1250 business user and IT hours in 2017, along with a 65% reduction in forms maintenance and resources.

Business Need

Acuity, a Mutual Insurance company, relied on over 1000 MS-Word templates to support on- demand customer correspondence, which created version control and governance concerns. Use of non-CCM technologies, such as XICS and Microsoft Word, also created high IT maintenance costs and made it difficult to support multi-channel communication.

Tools and Technology

The company implemented OpenText Exstream’s CCM platform, including Empower and EWS running on the WebSphere application server. A Microsoft SQL server database is used to store data on the back end. The Exstream CCM platform provides integration flexibility with the company’s applications and existing technologies.

Success Factors

The company attributes the success of this project to the functionality of the CCM product, effective collaboration between business units, and the focus on user training.


The project resulted in the savings of 1250 business user and IT hours in 2017 and is projected to save 9000 IT hours and 70,000 business user hours by 2022. 28% of forms were rationalized, 15% of forms were removed that were redundant, and forms maintenance resources were reduced by 65%. Business user satisfaction with the new system is also high.

ValueMomentum’s team exhibits a strong sense of ownership, and their technical expertise brought efficiency to the implementation as well as ensured high quality in the development of our forms.

General Manager, Acuity Insurance