OpenText Extended ECM - Records Management - Braze Integration and Automation

Common Integration Use Cases Between OpenText Extended ECM - Records Management and Braze

OpenText Extended ECM - Records Management helps organizations formally declare, retain, and dispose of business records in line with legal and regulatory requirements. Braze enables real-time, personalized customer engagement across channels such as email, push, SMS, and in-app messaging. Together, they can support compliant customer communications, audit-ready marketing operations, and tighter coordination between compliance, records, and customer engagement teams.

1. Archiving Customer Campaign Communications as Official Records

Data flow: Braze to OpenText Extended ECM - Records Management

When Braze sends regulated customer communications such as promotional offers, consent notices, policy updates, or service announcements, the message content, audience criteria, send timestamp, and delivery metadata can be automatically archived in OpenText as a formal record. This gives compliance and legal teams a defensible record of what was sent, to whom, and when.

• Supports audit requests and regulatory reviews
• Reduces manual export and filing of campaign evidence
• Helps prove adherence to communication policies and approval workflows

2. Retention Management for Consent and Preference Change Records

Data flow: Braze to OpenText Extended ECM - Records Management

Customer consent events, opt-in confirmations, unsubscribe requests, and preference updates captured in Braze can be transferred to OpenText for retention according to policy. This is especially valuable in regulated industries where organizations must prove how and when consent was obtained or withdrawn.

• Creates a governed record of consent history
• Aligns retention schedules with privacy and marketing compliance requirements
• Improves response time for data subject access and audit inquiries

3. Controlled Release of Approved Content from Records Repository to Braze

Data flow: OpenText Extended ECM - Records Management to Braze

Marketing, compliance, or legal teams can store approved campaign copy, disclaimers, policy language, and regulated templates in OpenText. Once content is approved and declared as a controlled record, Braze can retrieve the latest approved version for use in campaigns. This reduces the risk of using outdated or noncompliant messaging.

• Ensures only approved content is used in customer outreach
• Prevents version drift across channels and regions
• Supports centralized governance for regulated messaging

4. Campaign Approval and Evidence Trail for Regulated Communications

Data flow: Bi-directional

Campaign drafts created in Braze can be routed to OpenText for formal review, approval, and record declaration. After approval, Braze can receive the authorized version for execution. The final approved campaign package, including reviewer comments and sign-off evidence, remains stored in OpenText for auditability.

• Improves collaboration between marketing, legal, and compliance teams
• Creates a complete approval history for each campaign
• Reduces the risk of launching unapproved communications

5. Customer Notification Records for Service and Regulatory Notices

Data flow: Braze to OpenText Extended ECM - Records Management

Organizations can use Braze to send service notifications such as account changes, policy updates, outage notices, or renewal reminders. OpenText can archive the final message content, recipient segments, and delivery results as records. This is useful when organizations must demonstrate that required notices were issued within a specific timeframe.

• Supports operational and legal proof of notification
• Useful for financial services, healthcare, and public sector communications
• Reduces reliance on manual evidence collection from multiple systems

6. Retention of Customer Communication History for Dispute Resolution

Data flow: Braze to OpenText Extended ECM - Records Management

If a customer disputes a promotion, billing notice, or service message, Braze communication history can be preserved in OpenText as part of the official case record. This gives customer service, legal, and compliance teams a reliable source of truth for investigating claims and responding to complaints.

• Speeds up dispute investigation and response
• Provides defensible evidence in customer complaints or litigation
• Improves consistency across service, legal, and compliance teams

7. Policy-Driven Disposition of Outdated Campaign Assets and Records

Data flow: OpenText Extended ECM - Records Management to Braze

OpenText can manage retention and disposition rules for campaign assets, approved templates, and archived communication records. When records reach the end of their retention period, disposition instructions can trigger cleanup actions or notify Braze teams to retire outdated content and suppress obsolete templates from future use.

• Reduces storage and content sprawl
• Helps enforce retention and deletion policies consistently
• Minimizes the risk of reusing expired or noncompliant assets

These integrations are most valuable when organizations need to balance personalized customer engagement with strict records governance, especially in regulated environments where every customer-facing message may need to be retained, reviewed, or produced on demand.