OpenText Core Case - OpenText Exstream Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Exstream

1. Case-Driven Customer Letter Generation

Data flow: OpenText Core Case ? OpenText Exstream

When a case reaches a key milestone such as approval, denial, escalation, or closure, OpenText Core Case can trigger OpenText Exstream to generate a personalized customer communication. This is useful for claims decisions, complaint resolutions, service confirmations, and compliance notifications.

• Case details, decision codes, and supporting data are passed to Exstream
• Exstream applies approved templates and channel rules for print, email, or digital delivery
• Customers receive consistent, timely, and compliant communications tied to the case outcome

Business value: Reduces manual letter creation, shortens response times, and improves communication consistency across teams.

2. Document Collection and Case File Assembly

Data flow: OpenText Exstream ? OpenText Core Case

Exstream-generated documents such as statements, policy notices, bills, or correspondence can be automatically attached to the relevant case record in OpenText Core Case. This creates a complete case file for review, audit, or dispute handling.

• Outbound communications are stored with metadata such as customer ID, case ID, and delivery date
• Case workers can view the exact communication sent to the customer
• Supporting documents are available in one place for investigation and resolution

Business value: Improves traceability, supports audit readiness, and reduces time spent searching for communication history.

3. Dispute and Complaint Response Workflow

Data flow: Bi-directional

In dispute or complaint scenarios, OpenText Core Case manages the investigation while OpenText Exstream produces formal response letters, explanation of benefits, billing adjustments, or settlement notices. Case updates can also trigger revised communications if the outcome changes.

• Core Case tracks the complaint, tasks, approvals, and resolution status
• Exstream generates customer-facing responses based on approved case decisions
• Updated case status can trigger revised or follow-up communications

Business value: Speeds resolution, ensures accurate customer messaging, and improves service quality in high-volume complaint operations.

4. Compliance Notice and Regulatory Correspondence Management

Data flow: OpenText Core Case ? OpenText Exstream

For compliance investigations, policy exceptions, or regulatory actions, Core Case can initiate Exstream to produce standardized notices that meet legal and regulatory requirements. This is common in financial services, insurance, and utilities where communication content must be controlled and documented.

• Case outcome and compliance decision data feed the communication template
• Exstream ensures approved language, branding, and delivery rules are applied
• A copy of the notice is retained in the case for audit and governance

Business value: Reduces compliance risk, enforces message consistency, and supports defensible audit trails.

5. Policy, Claim, or Account Lifecycle Communications

Data flow: OpenText Core Case ? OpenText Exstream

As a policy, claim, or account moves through lifecycle stages, Core Case can trigger Exstream to send stage-specific communications such as acknowledgements, missing information requests, renewal notices, approval letters, or closure confirmations.

• Case events drive the timing and type of communication
• Exstream personalizes content using customer, product, and case data
• Multi-channel delivery supports print, email, web, and mobile preferences

Business value: Improves customer experience, reduces missed deadlines, and helps teams communicate consistently at each stage of the process.

6. Exception Handling for Failed or Returned Communications

Data flow: OpenText Exstream ? OpenText Core Case

If Exstream detects a failed delivery, returned mail, invalid address, or communication exception, it can create a case in OpenText Core Case for follow-up. This allows operations teams to investigate and correct customer contact data or resend the communication.

• Delivery failure events are logged and routed into a case queue
• Case workers validate contact details and determine corrective action
• Resolved cases can trigger a reissue of the communication through Exstream

Business value: Reduces undelivered communications, improves data quality, and creates a controlled process for exception resolution.

7. Customer Self-Service Case Updates with Communication History

Data flow: Bi-directional

OpenText Core Case can expose case status and communication history to customer service teams or digital portals, while Exstream provides the outbound notices that are referenced in the case timeline. This gives agents and customers a single view of what was sent, when it was sent, and why.

• Case records include all outbound communications generated by Exstream
• Service agents can answer customer inquiries faster using the full communication history
• Customers can receive status updates aligned to the latest case activity

Business value: Improves first-contact resolution, reduces repeat inquiries, and increases transparency for customers and service teams.