OpenText Exstream - Adobe Experience Manager Sites Integration and Automation

Common Integration Use Cases Between OpenText Exstream and Adobe Experience Manager Sites

1. Personalized Statement and Policy Delivery Through the Customer Portal

Data flow: OpenText Exstream ? Adobe Experience Manager Sites

OpenText Exstream generates personalized statements, bills, policy documents, or notices and publishes them into Adobe Experience Manager Sites for secure customer access. AEM Sites presents these documents inside a branded self-service portal where customers can view, download, and archive communications by account or policy number.

• Improves digital self-service and reduces call center volume
• Provides a consistent branded experience across web and mobile
• Supports compliance by centralizing controlled document access

2. Omnichannel Communication Hub for Print, Email, and Web

Data flow: Bi-directional

Exstream creates the regulated communication content while AEM Sites manages the customer-facing digital experience and supporting content pages. When a customer receives a bill or notice, AEM can display the same message in the portal, provide explanatory content, and link to FAQs or next-step actions. Customer preferences captured in AEM can be passed back to Exstream to determine delivery channel.

• Aligns messaging across print, email, and web channels
• Enables channel preference management
• Reduces duplicate content creation across teams

3. Document-Triggered Content Journeys for Service Events

Data flow: OpenText Exstream ? Adobe Experience Manager Sites

When Exstream generates a service-related communication such as a renewal notice, overdue bill, claim update, or policy change letter, AEM Sites can automatically surface a related digital journey. For example, a billing notice can trigger a payment page, a renewal letter can link to a quote or renewal workflow, and a claim update can direct the customer to status tracking content.

• Connects transactional communications to digital actions
• Improves conversion on payments, renewals, and updates
• Reduces friction by guiding customers to the right next step

4. Compliance Approved Content Reuse for Customer Communications

Data flow: Adobe Experience Manager Sites ? OpenText Exstream

Marketing or product teams maintain approved explanatory content, disclosures, and policy summaries in AEM Sites. Exstream consumes this content for use in customer letters, notices, and statements, ensuring that regulated messaging stays aligned with the latest approved web content. This is especially useful when the same legal or product language must appear in both portal pages and outbound communications.

• Improves content governance and version control
• Reduces legal and compliance review effort
• Ensures consistency between web content and outbound documents

5. Customer Preference and Consent Synchronization

Data flow: Bi-directional

AEM Sites captures customer communication preferences such as paperless billing, email opt-in, preferred language, and mobile delivery settings. Those preferences are synchronized with Exstream so that future communications are generated and delivered according to the customer?s selected channel and format. Exstream can also return delivery status or failed delivery events to AEM for customer notification and self-service updates.

• Supports paperless adoption and digital channel migration
• Improves customer experience by honoring preferences consistently
• Reduces operational exceptions caused by mismatched records

6. Secure Archive and Retrieval of Historical Communications

Data flow: OpenText Exstream ? Adobe Experience Manager Sites

Exstream produces finalized communications and sends them to AEM Sites as a secure archive for authenticated users. Customers and service agents can search, filter, and retrieve historical statements, letters, and notices from the portal without needing back-office support. This is valuable for regulated industries that require easy access to prior communications.

• Reduces manual document reissue requests
• Improves auditability and customer transparency
• Supports long-term retention of customer-facing communications

7. Personalized Web Content Based on Communication History

Data flow: OpenText Exstream ? Adobe Experience Manager Sites

Exstream communication history, such as recent notices sent, billing status, or policy milestones, can be passed to AEM Sites to personalize the customer portal experience. AEM can then display relevant banners, reminders, or service prompts based on what the customer recently received. For example, a customer who received a renewal notice can see a renewal call to action when they log in.

• Creates more relevant digital experiences
• Improves engagement with targeted portal messaging
• Helps drive self-service and timely customer action

8. Operational Reporting and Communication Performance Visibility

Data flow: OpenText Exstream ? Adobe Experience Manager Sites

Exstream can provide communication generation and delivery data to AEM Sites dashboards or admin pages for business users. Teams can monitor which notices were sent, which documents are available in the portal, and which customer journeys are linked to specific communications. This gives marketing, operations, and customer service teams a shared view of communication performance and content effectiveness.

• Improves cross-team visibility into customer communications
• Supports operational monitoring and issue resolution
• Helps identify gaps in digital adoption and content effectiveness