Open Text enables multi-bank branding and user-friendly content management

1. 1 | Customer Success
People’s United Bank Unlocks Content for Users
Open Text enables multi-bank branding and user-friendly content management
People’s United had several goals for the project, and had to People’s United chose Xpediant Solutions as the migration
find a solution that would adhere to all of their requirements. partner because they offered another low-risk, efficient option.
“Within 18 months, we achieved hard-dollar The site conversions needed to be done quickly (in nine months Xpediant, an Open Text partner, had worked on many similar
ROI on this project. That doesn’t include the or less), they wanted to yield a high return on investment (ROI), projects and had the experience necessary for the job.
soft benefits—the risks that were avoided and find a solution that would reduce their total cost of ownership, “Xpediant gave us the greatest value for our money and they had
future costs that we might have incurred. I was and, since they had to support many brands and different the experience, so we weren’t facing a lot of risk. And most
very, very pleased with the ROI on this.” banks, they needed to be able to migrate content from multiple importantly, they had a collaborative approach, so we learned
sources (Oracle, MySQL, Flat Files) as well as ensure they had a lot from them in the process, which, in the end, allowed us
a platform in place that was well supported to carry them to be more self-sufficient,” says Hurlbert.
through future acquisitions.
Finding the right solution
Finding the right partners
People’s United Bank is the largest regional banking Due to its brisk growth, People’s United had many new sites that
The former Vignette, now part of Open Text, was the perfect needed to be integrated and uniform. They chose Open Text
organization headquartered in New England. Having been
fit for the project. “We had no option for failure. We needed a Portal (formerly Vignette Portal Platform) as the sole content
in service more than 165 years, People’s United Bank is
proven partner. We had been partners with the former Vignette delivery platform and used Open Text Portal Builder (formerly
steadily increasing their employee and customer base.
for over 10 years, and we felt comfortable with them as a Vignette Builder) to speed the graphical creation and
As a large, thriving organization, People’s United Bank company. We understood that the content management implementation of all the different Web applications.
had a rapid expansion—they went from having three to 11 software that we were moving to was a mature, proven
differently branded bank Web sites within a year. With many solution, so it was not an issue of who is this vendor, or is Open Text Portal provided a useful presentation platform
different banks in multiple regions came new content this technology reliable? It was more about defining our to maintain a fast, cost-effective method of managing all
owners and new people to support with new processes. processes and getting our sites built,” says Scott Hurlbert, of their sites. It also allowed for easy customization and
The bank needed a solution to ensure consistent Director of Online Services at People’s United Bank. personalization, assisting the integration process.
branding and empower new and existing
content owners.

2. 2 | Customer Success
People’s United wanted each Web site to be unique so that, for People’s United was also able to utilize their existing applications
instance, someone logging in from Maine would have a when facilitating the content management process. Open Text
different view of the content than someone logging in from Industry Web Integration Studio (formerly Vignette Business Integration
New York. They used Open Text Dynamic Portal Module Studio) helps organizations provide timely and relevant information
(formerly Vignette Dynamic Portal Module) to easily personalize on their Web sites and portals while using existing information
and customize the different sites and portals using a preview
Customer systems and applications. Using this application, Hurlbert
portal. Using this program, they were able to make every site was able to integrate and unify their enterprise information
unique, depending on the users’ needs. systems, increasing efficiency and reducing costs.
Business Challenges
Dynamic Portal Module aligned with Open Text Web Experience “Fortunately, the out-of-the-box software generally worked
Management (formerly Vignette Content Management) and for most of our needs, which was wonderful because it
Open Text Portal to allow users to edit and personalize the enabled us to get this work done quickly and with minimal
existing content through a preview portal. risk. We were able to use most of the features out-of-the-
box and simply train people on the new system,” says Hurlbert.
Empowering content owners Business Solution
“Most of the features we needed—like the ability to support
multiple sites on one content management system and
It was important to unify and personalize the site, but at the
compliance review—were already built right into the system.
same time, they had to make it easier for the contributors.
The fact that we could get this without having to customize
The systems they were using were varied and every new
it dramatically was one of the key reasons to move to the
piece of content required different publishing methods.
Open Text technology.”
People’s United translated their existing workflow, which
limited users’ Web management capabilities, into Open Text Implementation and deployment
Web Experience Management. The program allowed users “People’s United had a lot of sites that needed to be incorporated
to directly manage Web content, freeing up IT’s time and onto a new system. They knew they wanted speed-to-market,
empowering the content owners. but they had several different ideas on what it would take or
Benefits
Web Experience Management helped control branding and how to do the upgrade and migration,” says Qusai Mahesri,
deliver a consistent company image. It also allowed for company Managing Director at Xpediant Solutions.
growth—as the volume of sites increased, the number of Xpediant held a workshop-type session with People’s United
contributors could too. Open Text Web Experience Management to figure out the best way to do the upgrade. Standard user-
also supported many different standards (XML, Java™ 2 interface templates, an audit trail application, and an automatic
Platform Enterprise Edition [J2EE], Web services), making it content versioning application were developed for all the
very scalable for future technology growth. sites to ensure that users were following guidelines.

3. 3 | Customer Success
People’s United was not only able to make their sites uniform It wasn’t only the users who saw benefits—IT did too. Mahesri Hurlbert concludes, “We were able to save money in the
using the Open Text technology, but they also made it easier says, “Workload for IT became much easier from a maintenance integration, put in a rock solid system, haven’t had any
for the contributor. Previously, users would have to follow different perspective. Some systems were outsourced in the past, and downtime, and the system works very fast. We have also
processes to get content and every new piece of content required now they could take advantage of using only one system.” doubled the number of people within the organization who
a different way of getting it published, which wasn’t very user- IT’s biggest gain was learning how to deploy new Web are enabled to manage content so we have unlocked the
friendly. But this all changed after implementation. applications and systems. Xpediant went through the process content for people. We have teams in place now, more
Hurlbert explains, “Content owners were extremely happy to be of mentoring them initially and then gave them documentation training, and more people inside the bank who are able to
able to hit a button to link a piece of content to another channel to make sure they followed a common path. As a result, four manage the content and the application itself.”
or to clone some content and reuse it somewhere else. It made months after Xpediant finished their project, People’s United Partnering with Xpediant and Open Text was the right choice for
the process much easier for them. For example, we were able to was able to deploy a new Web site on their own. Mahesri People’s United Bank. Not only were all 11 Web sites live as of
take payroll services content and replicate it across all seven says, “That showed the biggest ROI.” May 2009, with 3,000 new pages, and 40 new non-technical
Web sites. Instead of having seven times the maintenance content owners, but People’s United has empowered their
As for external users, the change was transparent. “We didn’t
capabilities for that line of business, it was one person doing users and become more unified as a company.
receive a single customer call or complaint with respect to our
it part time, which was a great benefit for us.”
conversion,” says Hurlbert.
By sharing content items across sites like legal disclaimers,
Mahesri says, “External users, customers of People’s United Bank
bank rates and product information, it allows content owners
that look at the sites, see a more dynamic Web site. For them,
to control content across brands and make site maintenance Xpediant Solutions is a leading provider of innovative, comprehensive,
there is a new, more unified perception of People’s United Banks Web based solutions to Global 2000 companies as well as small businesses
easier for administrators.
on this site.” in the US. Xpediant stands out in the Web solutions marketplace by providing
end-to-end solutions in rapid timeframes using a collection of proven, reusable
Unlocking content for users And the ROI was positive too. “Within 18 months, we achieved software and design components. Xpediant is known for its innovative problem
Content contributors at People’s United were able to use hard-dollar ROI on this project. That doesn’t include the soft solving, aggressive timelines for delivery, affordable solutions, and total customer
satisfaction. For more information, visit: http://www.xpediantsolutions.com/
technology they knew, rather than a proprietary development benefits—the risks that were avoided and future costs that we
tool (Open Text is based on industry standards, open standards might have incurred,” Hurlbert says. “I was very, very pleased
with Java, rather than the Tcl programming People’s United with the ROI on this.”
used in their prior system).
“To be able to use the technology and increase the number of Future plans
contributors of content was a really big win,” says Mahesri. The success of this project has inspired People’s United
“The internal users saved a lot of time. Although there was a Bank to partner with Open Text in the future. They are
bit of a learning curve to understand the process, once they hoping to expand their Web presence and are looking at
embraced it, they realized the savings in time was translated developing internal sites (intranets and so on) with other
to saving money—and that was huge.” Open Text products.
www.opentext.com
Visit online.opentext.com for more information about Open Text solutions. Open Text is a publicly traded company on both NASDAQ (OTEX) and the TSX (OTC). Copyright © 2010 by Open Text Corporation. Open Text and The Content Experts are
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