OpenText Global 360 and Citigroup Fund Services Canada Present How to Deliver Exceptional Customer Service with Case Management

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Interactive session at Forrester Business Process Forum 2011 Sept. 22 in Boston.

Tim Burns, Director Enterprise Workflow Solutions, Securities and Fund Services, Citigroup Fund Services Canada

Tim Burns, Director Enterprise Workflow Solutions, Securities and Fund Services, Citigroup Fund Services Canada

Open Text™ announced today that Citigroup Fund Services Canada and OpenText Global 360 will present “Deliver Exceptional Customer Service,” discussing how companies can deliver customer-centric service with business process and case management on September 22, 2011 at the Forrester Business Process Forum 2011 conference in Boston, Mass.

Tim Burns, Director Enterprise Workflow Solutions, Securities and Fund Services, Citigroup Fund Services Canada will discuss how this key division within the Citigroup Institutional Client Group utilized OpenText Global 360’s process and case management solution to create a business process center of excellence within their customer service center that enabled them to:

  • Improve service to their clients by eliminating delays and actively including customers in the process
  • Reduce costs and streamline the processing of over seven million securities and funds transactions monthly by eliminating paper-based routing
  • Reduce the impact of globalization by leveraging the right knowledge worker skill set, in the right location, in the most scalable and cost effective way
  • Immediately determine where to route transactions that need specialized knowledge or are exceptions to the process based on worker skill-set

Steve Russell, OpenText Chief Technology Officer BPM, will share lessons learned about delivering customer-centric service through process improvement based on several thousand customer initiatives, as well as persona-based techniques that effectively align IT, executive stakeholders and process participants.

The Forrester Business Process Forum is Forrester Research Inc.’s annual conference to help business process leaders and practitioners re-invent customer-facing business processes and transform the customer experience. Learn more about the conference at and follow live updates about the event on Twitter by using the hashtag #BPF11.

As the leader in process and case management solutions, OpenText BPM has helped 2,000 customers in 70 countries reduce paper, automate processes, and empower individuals to deliver increased productivity and business performance while reducing operational costs. As a business process management (BPM) market leader on the Microsoft® platform, OpenText BPM solutions enable customers to maximize the productivity of all participants in a process and improve business performance, as well as leverage and extend their Microsoft investments in BizTalk®, SharePoint®, Visio®, Lync™ and Office®. For details and success stories visit

Follow OpenText on Twitter @OpenText and on Facebook at

About OpenText
OpenText, a global ECM leader, helps organizations manage and gain the true value of their business content. OpenText brings two decades of expertise supporting 100 million users in 114 countries. Working with our customers and partners, we bring together leading Content Experts to help organizations capture and preserve corporate memory, increase brand equity, automate processes, mitigate risk, manage compliance and improve competitiveness. For more information, 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.

Copyright © 2011 by OpenText Corporation. OPENTEXT and OPENTEXT GLOBAL360 are trademarks or registered trademarks of OpenText Corporation in the United States of America, Canada, the European Union and/or other countries. This list of trademarks is not exhaustive. Other trademarks, registered trademarks, product names, company names, brands and service names mentioned herein are property of OpenText Corporation or other respective owners.


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