Drupal - OpenText Exstream Integration and Automation

Common Integration Use Cases Between Drupal and OpenText Exstream

1. Personalized Statement and Notice Delivery Portal

Data flow: OpenText Exstream ? Drupal

OpenText Exstream generates customer statements, policy notices, bills, or letters, then publishes the output to Drupal as a secure self-service portal. Drupal provides authenticated access, search, document history, and role-based visibility for customers, agents, or internal staff.

• Customers can view and download current and archived communications in one place
• Reduces call center volume by making documents available on demand
• Supports compliance by maintaining a controlled, auditable access channel

2. Customer Communication Preference Management

Data flow: Drupal ? OpenText Exstream

Drupal can serve as the front-end portal where customers manage communication preferences such as paper, email, web, or mobile delivery. Those preferences are passed to OpenText Exstream so outbound communications are generated and routed according to customer choice.

• Improves customer experience by honoring channel preferences consistently
• Reduces print and postage costs through digital adoption
• Helps organizations meet consent and communication policy requirements

3. Secure Document Repository for Regulated Communications

Data flow: OpenText Exstream ? Drupal

OpenText Exstream produces regulated communications and sends metadata and document references to Drupal, which stores them in a secure content repository or presents them through controlled content types. This is useful for financial services, insurance, and utilities organizations that need a customer-facing archive of official correspondence.

• Creates a single access point for compliance-related documents
• Supports retention policies and document categorization in Drupal
• Enables internal teams to reuse communication metadata for reporting and service workflows

4. Event-Driven Customer Notifications from Drupal Workflows

Data flow: Drupal ? OpenText Exstream

When a Drupal workflow is triggered, such as a service request approval, account update, policy change, or case closure, Drupal sends event data to OpenText Exstream to generate a personalized customer communication. Exstream then delivers the message through the appropriate channel.

• Automates outbound communication from business events managed in Drupal
• Ensures messages are consistent, approved, and compliant
• Shortens turnaround time for customer-facing notices

5. Multichannel Campaign Content Publishing

Data flow: OpenText Exstream ? Drupal

Marketing, operations, or customer service teams can use OpenText Exstream to generate approved communication content that is then published in Drupal for web self-service, FAQs, or campaign landing pages. This keeps customer-facing content aligned across print, email, and web channels.

• Maintains message consistency across all customer touchpoints
• Reduces duplicate content creation across departments
• Supports faster updates when regulatory or product language changes

6. Customer Service Agent View with Communication History

Data flow: OpenText Exstream ? Drupal

Drupal can provide a service agent or internal support portal that displays communication history generated by OpenText Exstream. Agents can quickly see what was sent, when it was sent, and through which channel, helping them resolve inquiries faster.

• Improves first-contact resolution for billing, policy, and account questions
• Gives agents context without switching between multiple systems
• Supports audit and dispute handling with clear communication records

7. Content Governance for Approved Communication Templates

Data flow: Drupal ? OpenText Exstream

Drupal can act as the governance layer for approved content blocks, policy text, disclaimers, and multilingual content that are then consumed by OpenText Exstream templates. Updates made in Drupal can be reviewed and published before being used in customer communications.

• Centralizes control over reusable content and legal language
• Improves consistency across business units and regions
• Supports multilingual and jurisdiction-specific communication requirements

8. Self-Service Document Search and Retrieval

Data flow: Drupal ? OpenText Exstream

Drupal can expose a customer or employee self-service interface that searches communication records produced by OpenText Exstream. Users can filter by date, document type, account, or case number and retrieve the exact communication they need without contacting support.

• Reduces operational workload for service teams
• Improves transparency and user satisfaction
• Helps organizations scale document access across high-volume environments