OpenText Extended ECM Platform - Braze Integration and Automation

Common Integration Use Cases Between OpenText Extended ECM Platform and Braze

1. Customer Consent and Preference Record Synchronization

Data flow: OpenText Extended ECM Platform ? Braze

Store signed consent forms, privacy preferences, and communication approvals in OpenText Extended ECM Platform, then sync approved customer contact permissions to Braze. This ensures marketing teams only activate campaigns for customers with valid consent and current channel preferences.

Business value: Reduces compliance risk, improves auditability, and prevents unauthorized outreach across email, SMS, and push channels.

2. Campaign Asset Governance and Approval Workflow

Data flow: Bi-directional

Use OpenText Extended ECM Platform to manage campaign briefs, creative assets, legal disclaimers, and approval records. Once approved, final assets and campaign metadata can be pushed to Braze for execution. Performance reports and campaign references can be stored back in OpenText for governance and retention.

Business value: Creates a controlled review process for marketing content, shortens approval cycles, and provides a complete audit trail for compliance and brand governance.

3. Customer Case and Service Event Triggers for Retention Campaigns

Data flow: OpenText Extended ECM Platform ? Braze

When service cases, complaints, contract renewals, or escalation documents are updated in OpenText Extended ECM Platform, trigger Braze to send targeted retention or service recovery messages. For example, a resolved complaint can initiate a follow-up satisfaction campaign or a renewal reminder.

Business value: Improves customer retention, enables timely outreach based on real business events, and aligns service operations with marketing actions.

4. Personalized Document Delivery for Customer Communications

Data flow: Braze ? OpenText Extended ECM Platform

Capture customer engagement events from Braze, such as clicks on renewal offers, product interest, or form submissions, and store them in OpenText Extended ECM Platform alongside related customer documents. This creates a consolidated record of communications, responses, and supporting documents for sales, service, and compliance teams.

Business value: Gives teams a single view of customer interaction history and improves follow-up accuracy across departments.

5. Dynamic Content Personalization Using Approved Business Documents

Data flow: OpenText Extended ECM Platform ? Braze

Pull approved product sheets, policy summaries, pricing documents, or localized content from OpenText Extended ECM Platform into Braze to support personalized campaigns. Marketing teams can use the latest governed content without manually re-entering or revalidating materials.

Business value: Ensures customers receive accurate and current information, reduces manual content handling, and supports faster campaign launches.

6. Regulatory Communication Archiving and Proof of Delivery

Data flow: Braze ? OpenText Extended ECM Platform

Archive outbound campaign messages, delivery confirmations, and engagement evidence from Braze into OpenText Extended ECM Platform for retention and audit purposes. This is especially useful for regulated industries that must prove what was sent, when it was sent, and to whom.

Business value: Strengthens compliance, supports legal discovery, and simplifies retention management for customer communications.

7. Event-Driven Cross-Sell and Upsell Campaign Activation

Data flow: OpenText Extended ECM Platform ? Braze

When OpenText Extended ECM Platform records a new contract, product registration, warranty document, or service milestone, send the event to Braze to trigger cross-sell or upsell journeys. For example, a newly signed service agreement can launch onboarding messages and relevant product recommendations.

Business value: Converts operational milestones into revenue opportunities and improves the timing and relevance of customer engagement.

8. Customer Communication History for Internal Teams

Data flow: Braze ? OpenText Extended ECM Platform

Store campaign interaction history from Braze in OpenText Extended ECM Platform so customer service, account management, and legal teams can review the full communication record alongside contracts, cases, and correspondence. This is useful when handling escalations, disputes, or account reviews.

Business value: Improves collaboration across teams, reduces duplicate customer outreach, and supports better decision-making with a complete document and interaction history.