OpenText Extended ECM - Business Workspaces - Braze Integration and Automation

Common Integration Use Cases Between OpenText Extended ECM - Business Workspaces and Braze

1. Customer Onboarding Content Triggered by CRM or Case Workspace Events

Data flow: OpenText Extended ECM - Business Workspaces to Braze

When a customer onboarding workspace is created or updated in OpenText Extended ECM, key milestones such as contract approval, KYC completion, or service activation can trigger Braze campaigns. Braze then sends personalized onboarding emails, in-app messages, or SMS based on the customer?s current stage.

• Improves onboarding completion rates
• Ensures customers receive timely, context-aware communications
• Reduces manual coordination between operations and marketing teams

2. Document-Driven Customer Communication for Service Requests

Data flow: OpenText Extended ECM - Business Workspaces to Braze

Service or case workspaces in OpenText Extended ECM often contain documents such as claim forms, approval letters, or resolution notices. Integration can notify Braze when a document is added or a case status changes, allowing Braze to send customer-facing updates automatically.

• Speeds up customer communication for service cases
• Reduces delays caused by manual document review and notification steps
• Supports consistent messaging across channels

3. Personalized Retention Campaigns Based on Contract or Project Status

Data flow: OpenText Extended ECM - Business Workspaces to Braze

For customers tied to contracts, projects, or renewals, workspace metadata can be used to identify upcoming expiration dates, project completion, or inactivity. Braze can use this information to launch retention campaigns, renewal reminders, or re-engagement journeys tailored to the customer?s business context.

• Helps prevent churn and missed renewals
• Enables highly targeted outreach based on real business events
• Improves coordination between account management and marketing

4. Marketing Consent and Preference Updates Stored in the Business Workspace

Data flow: Braze to OpenText Extended ECM - Business Workspaces

When customers update communication preferences, opt-in status, or channel consent in Braze, those changes can be written back to the related workspace in OpenText Extended ECM. This gives legal, compliance, and customer service teams a governed record of consent alongside the customer file.

• Creates a single auditable view of customer communication preferences
• Supports compliance with privacy and marketing regulations
• Reduces risk of sending messages to unsubscribed contacts

5. Campaign Eligibility Based on Approved Business Documents

Data flow: OpenText Extended ECM - Business Workspaces to Braze

Some campaigns should only be sent after specific documents are approved, such as signed agreements, warranty registrations, or financing approvals. OpenText Extended ECM can expose document status and metadata to Braze so only eligible customers enter a campaign journey.

• Prevents premature or non-compliant customer outreach
• Aligns marketing actions with operational approvals
• Improves message relevance and customer trust

6. Customer Success Alerts for High-Value Account Activity

Data flow: Bi-directional

OpenText Extended ECM can store account-related documents and case activity, while Braze can capture engagement signals such as email opens, clicks, and response behavior. Together, these systems can support customer success workflows where low engagement combined with unresolved workspace activity triggers follow-up actions or escalation tasks.

• Helps teams identify at-risk accounts earlier
• Combines operational and engagement data for better decisions
• Supports coordinated action across customer success, support, and marketing

7. Post-Resolution Customer Follow-Up and Feedback Collection

Data flow: OpenText Extended ECM - Business Workspaces to Braze

When a case or project workspace is marked complete in OpenText Extended ECM, Braze can automatically send a follow-up message requesting feedback, survey completion, or a review of the service experience. The response can then be associated back to the customer record for future reference.

• Improves post-service engagement
• Standardizes follow-up after case closure
• Provides measurable customer satisfaction insights

8. Governance-Aware Campaign Content Management

Data flow: Braze to OpenText Extended ECM - Business Workspaces

Approved campaign assets, message templates, and compliance-reviewed content from Braze can be stored in OpenText Extended ECM business workspaces for governance and audit purposes. This is especially useful for regulated industries where marketing content must be traceable to an approved business context.

• Strengthens content governance and auditability
• Supports review and approval workflows for regulated communications
• Creates a controlled repository for campaign artifacts