Braze - OpenText Product Traceability Integration and Automation

Common Integration Use Cases Between Braze and OpenText Product Traceability

Braze is a customer engagement platform used to deliver personalized, real-time messaging across channels, while OpenText Product Traceability supports end-to-end product tracking, compliance, and supply chain visibility. Together, they can connect operational product events with customer communications to improve transparency, reduce service burden, and strengthen trust.

1. Proactive customer alerts for product recalls or quality issues

Data flow: OpenText Product Traceability - Braze

When OpenText Product Traceability identifies a recalled lot, affected serial number, or quality exception, the event can be sent to Braze to trigger targeted notifications to impacted customers. Braze can then deliver email, SMS, or in-app messages with recall instructions, replacement options, or safety guidance.

• Reduces time to notify affected customers
• Improves compliance and customer safety response
• Minimizes inbound call center volume during recall events

2. Shipment status and delivery milestone communications

Data flow: OpenText Product Traceability - Braze

As products move through manufacturing, warehousing, and distribution, traceability events such as shipped, delayed, received, or exception can be pushed into Braze. Braze can use these milestones to send personalized order updates and exception alerts to customers or channel partners.

• Improves delivery transparency
• Reduces ?where is my order? inquiries
• Creates a more consistent post-purchase experience

3. Product authenticity and provenance messaging for premium goods

Data flow: OpenText Product Traceability - Braze

For regulated, luxury, or high-value products, traceability data can confirm origin, batch history, and authenticity. Braze can use this information to send customers proof-of-origin content, product registration prompts, or authenticity verification messages after purchase.

• Builds trust in product quality and sourcing
• Supports anti-counterfeit initiatives
• Encourages product registration and post-sale engagement

4. Targeted warranty and service outreach based on product history

Data flow: OpenText Product Traceability - Braze

When traceability records show a product has reached a service threshold, been part of a specific production batch, or is approaching warranty expiration, Braze can trigger personalized service reminders, extended warranty offers, or maintenance recommendations.

• Increases service attachment and renewal rates
• Helps customers maintain product performance
• Creates a more timely and relevant lifecycle marketing program

5. Customer segmentation using product ownership and usage history

Data flow: OpenText Product Traceability - Braze

Traceability data can enrich Braze customer profiles with product model, lot, purchase date, region, and distribution channel. Marketing and service teams can then segment audiences more accurately for campaigns such as upgrades, accessories, replenishment, or safety notices.

• Improves campaign relevance and conversion
• Enables precise audience targeting by product attributes
• Supports coordinated marketing and service workflows

6. Customer feedback collection after traceability-based events

Data flow: OpenText Product Traceability - Braze

After a product is delivered, serviced, recalled, or replaced, Braze can automatically send surveys or feedback requests tied to the traceability event. Responses can help operations teams identify recurring quality issues and improve product handling processes.

• Captures feedback at the right moment
• Links customer sentiment to specific product batches or events
• Helps quality teams prioritize corrective actions

7. Escalation workflows for high-risk traceability exceptions

Data flow: OpenText Product Traceability - Braze

If OpenText Product Traceability detects a critical exception such as contamination risk, temperature excursion, or chain-of-custody break, Braze can initiate customer-facing alerts while also supporting internal notification workflows. This ensures customers receive timely instructions and service teams are aware of the issue.

• Speeds response to high-risk incidents
• Aligns customer communications with operational events
• Supports cross-functional coordination across quality, support, and marketing teams

8. Post-recall recovery and retention campaigns

Data flow: OpenText Product Traceability - Braze

Once a recall or product issue is resolved, traceability data can identify which customers were affected and which products were replaced or repaired. Braze can then launch recovery campaigns such as apology messages, replacement confirmations, loyalty incentives, or re-engagement offers.

• Helps restore customer confidence after an incident
• Improves retention following service disruptions
• Turns operational recovery into a structured customer experience