OpenText Internet of Things Platform - Braze Integration and Automation

Common Integration Use Cases Between OpenText Internet of Things Platform and Braze

1. Equipment Alert to Customer Notification Campaign

Data flow: OpenText Internet of Things Platform ? Braze

When connected devices detect a service-impacting issue such as a machine fault, temperature excursion, or utility outage, OpenText Internet of Things Platform can send the event to Braze to trigger a targeted customer message. Braze can then deliver SMS, email, or push notifications with the affected service area, expected resolution time, and next steps.

• Reduces inbound support calls by proactively informing customers
• Improves transparency during outages or delays
• Supports customer service and operations teams with consistent messaging

2. Predictive Maintenance Status Updates for B2B Customers

Data flow: OpenText Internet of Things Platform ? Braze

For manufacturers or equipment providers, sensor data from connected assets can identify when maintenance is likely needed. OpenText Internet of Things Platform can pass maintenance triggers to Braze, which sends personalized alerts to customers, distributors, or field service contacts about recommended service windows or part replacements.

• Helps customers avoid unplanned downtime
• Creates a more proactive service experience
• Aligns service, account management, and field operations

3. Usage-Based Upsell and Renewal Campaigns

Data flow: OpenText Internet of Things Platform ? Braze

IoT usage data can reveal when a customer is approaching capacity limits, using premium features heavily, or consistently operating at high volumes. OpenText Internet of Things Platform can send these signals to Braze to launch tailored renewal, upgrade, or add-on campaigns based on actual product usage.

• Improves conversion with behavior-based offers
• Supports account-based marketing and customer success teams
• Uses real operational data instead of static segmentation

4. Real-Time Delivery or Asset Tracking Notifications

Data flow: OpenText Internet of Things Platform ? Braze

In logistics and supply chain scenarios, OpenText Internet of Things Platform can monitor shipment location, temperature, shock, or delay events and send updates to Braze. Braze can then notify end customers, partners, or internal stakeholders when a shipment is delayed, rerouted, or delivered.

• Improves shipment visibility and customer trust
• Reduces manual status inquiries
• Enables timely exception management across logistics and customer service teams

5. Personalized Engagement Based on Device Behavior

Data flow: OpenText Internet of Things Platform ? Braze

Device telemetry can be used to segment customers by product condition, feature usage, or operational patterns. OpenText Internet of Things Platform can feed these insights into Braze so marketing teams can send highly relevant onboarding tips, feature education, or retention messages based on how the customer is actually using the connected product.

• Increases engagement relevance
• Supports onboarding and adoption programs
• Helps reduce churn through timely education

6. Customer Response and Preference Feedback Loop

Data flow: Braze ? OpenText Internet of Things Platform

Customer responses to Braze campaigns, such as opting into service alerts, requesting maintenance, or confirming delivery preferences, can be sent back to OpenText Internet of Things Platform. This allows IoT-driven workflows to reflect customer communication preferences and service instructions in real time.

• Keeps operational systems aligned with customer preferences
• Improves compliance with communication consent requirements
• Supports more accurate service execution and routing

7. Closed-Loop Service Recovery Campaigns

Data flow: Bi-directional

When OpenText Internet of Things Platform detects a fault or service event, Braze can notify the customer and track engagement such as message open, click, or response. If the customer confirms the issue or requests support, that response can be sent back to OpenText Internet of Things Platform to update the service case, trigger dispatch, or escalate to operations.

• Creates a closed-loop process from detection to resolution
• Improves service responsiveness and accountability
• Connects marketing automation with operational service workflows

8. Proactive Customer Retention for Connected Services

Data flow: OpenText Internet of Things Platform ? Braze

For subscription-based connected products, IoT signals such as low usage, repeated errors, or declining performance can indicate churn risk. OpenText Internet of Things Platform can send these indicators to Braze, which then launches retention journeys such as support outreach, training offers, or incentive campaigns.

• Helps identify at-risk customers earlier
• Enables targeted retention actions
• Supports customer success, support, and marketing alignment