OpenText Core Case - Braze Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Braze

OpenText Core Case and Braze complement each other well when organizations need to connect operational case handling with timely customer communication. OpenText Core Case manages structured case workflows, supporting investigation, review, and resolution, while Braze delivers personalized, real-time engagement across channels. Integrating the two helps teams keep customers informed, trigger actions from case events, and improve both service quality and retention.

1. Case Status Updates Triggered by OpenText Core Case to Braze

When a case changes status in OpenText Core Case, such as opened, under review, awaiting customer input, or resolved, the event can be sent to Braze to trigger a personalized message. This is useful for claims, support, and compliance cases where customers need timely updates without manual follow-up.

• Data flow: OpenText Core Case to Braze
• Business value: Reduces inbound status inquiries, improves transparency, and lowers service workload
• Example: A customer receives an SMS or email when their insurance claim moves to the next review stage

2. Customer Support Case Resolution Follow-Up Campaigns

After a case is closed in OpenText Core Case, Braze can automatically launch a follow-up journey to request feedback, share helpful resources, or offer next-step guidance. This creates a consistent post-resolution experience and helps identify service issues early.

• Data flow: OpenText Core Case to Braze
• Business value: Improves customer satisfaction and captures voice-of-customer data
• Example: A resolved support case triggers a satisfaction survey and a knowledge article recommendation

3. High-Priority Case Escalation Alerts to Customer Engagement Teams

When OpenText Core Case identifies a high-priority or at-risk case, the event can be sent to Braze to suppress standard marketing messages and instead deliver a service-focused communication. This prevents conflicting messages and ensures the customer receives the most relevant outreach.

• Data flow: OpenText Core Case to Braze
• Business value: Avoids poor customer experiences and aligns marketing with service operations
• Example: A compliance investigation pauses promotional campaigns and sends a service acknowledgment instead

4. Personalized Recovery Offers After Service Resolution

Once a case is resolved in OpenText Core Case, Braze can use the outcome and case category to deliver a targeted retention or recovery message. This is especially valuable in industries where service issues can affect churn, such as telecom, financial services, and retail.

• Data flow: OpenText Core Case to Braze
• Business value: Supports retention, win-back, and customer recovery efforts
• Example: A customer whose delivery complaint was resolved receives a loyalty offer or discount code

5. Customer Response Capture from Braze into OpenText Core Case

Responses from Braze campaigns, such as complaints, opt-out requests, escalation requests, or document submissions, can create or update cases in OpenText Core Case. This ensures customer replies are routed into a controlled workflow for review and resolution.

• Data flow: Braze to OpenText Core Case
• Business value: Improves response handling, auditability, and case consistency
• Example: A customer replies to a Braze message with a billing dispute, which automatically opens a case for the support team

6. Consent and Preference Management Synchronization

OpenText Core Case can feed consent-related case outcomes into Braze so that communication preferences are updated based on approved requests, complaints, or regulatory actions. This is important for privacy, compliance, and customer trust.

• Data flow: Bi-directional, with OpenText Core Case to Braze and Braze to OpenText Core Case
• Business value: Reduces compliance risk and ensures messaging respects customer preferences
• Example: A privacy request case in OpenText Core Case updates Braze to suppress all promotional messaging for that contact

7. Operational Case Insights Used to Segment Braze Audiences

Case attributes from OpenText Core Case, such as issue type, resolution time, product line, or escalation frequency, can be sent to Braze to refine audience segmentation and personalize campaigns. This helps marketing and service teams tailor outreach based on real customer experience.

• Data flow: OpenText Core Case to Braze
• Business value: Improves targeting relevance and reduces message fatigue
• Example: Customers with repeated shipping cases are placed into a proactive service education campaign

8. Closed-Loop Service and Engagement Reporting

Braze engagement data, such as opens, clicks, conversions, and unsubscribes, can be sent back to OpenText Core Case to enrich case records and support root-cause analysis. This gives service teams visibility into whether communications helped resolve the issue or created additional friction.

• Data flow: Braze to OpenText Core Case
• Business value: Enables closed-loop reporting and better operational decision-making
• Example: A case record is updated with campaign engagement data to show whether a resolution email was read and acted upon

Overall, integrating OpenText Core Case with Braze helps organizations connect case management with customer engagement in a way that is operationally efficient, compliant, and customer centric. The strongest patterns are event-driven updates, customer response capture, and synchronized preferences that keep service and marketing aligned.