Smartsheet - OpenText Exstream Integration and Automation

Common Integration Use Cases Between Smartsheet and OpenText Exstream

1. Automated Statement and Notice Production from Approved Work Requests

Data flow: Smartsheet to OpenText Exstream

Business teams can use Smartsheet to manage and approve recurring communication requests such as monthly statements, policy notices, billing inserts, or regulatory letters. Once a request is approved in Smartsheet, key data such as recipient segment, template type, effective date, and delivery channel can be sent to OpenText Exstream to generate the final customer communication.

Business value: Reduces manual handoffs between operations and communications teams, shortens production cycles, and improves control over high-volume customer correspondence.

• Smartsheet tracks request intake, approvals, and due dates
• Exstream generates the personalized output in print, email, web, or mobile format
• Teams gain visibility into status from request to delivery

2. Customer Communication Change Management and Approval Workflow

Data flow: Bi-directional

Organizations can manage communication change requests in Smartsheet, including updates to templates, legal language, branding, or regulatory disclosures. Exstream can return production status, proof approval results, or exception flags back into Smartsheet so business owners, compliance teams, and operations teams can monitor the full lifecycle of each change.

Business value: Creates a controlled approval process for regulated communications and reduces the risk of publishing unapproved content.

• Smartsheet manages review tasks across legal, compliance, and marketing
• Exstream receives approved content and template updates
• Production feedback is written back to Smartsheet for auditability

3. Campaign or Customer Journey Coordination for Personalized Communications

Data flow: Smartsheet to OpenText Exstream

Marketing, customer experience, or operations teams can plan communication campaigns in Smartsheet, including audience segments, launch dates, content owners, and channel plans. Once a campaign is ready, Smartsheet can pass the approved schedule and audience criteria to Exstream to generate personalized outbound communications at scale.

Business value: Improves coordination between campaign planning and message execution while ensuring consistent delivery across channels.

• Smartsheet serves as the campaign planning and task management hub
• Exstream handles personalized content generation and channel delivery
• Campaign milestones and production readiness are tracked centrally

4. Exception Handling for Failed or Incomplete Communication Jobs

Data flow: OpenText Exstream to Smartsheet

When Exstream encounters data quality issues, missing fields, failed renders, or delivery exceptions, those issues can be automatically logged into Smartsheet as actionable work items. Operations teams can assign owners, track remediation, and monitor resolution times directly in Smartsheet.

Business value: Speeds up issue resolution, improves service reliability, and gives teams a structured process for managing communication production exceptions.

• Exstream flags failed jobs or incomplete customer records
• Smartsheet creates tasks for investigation and correction
• Managers can track SLA performance and recurring issue patterns

5. Regulatory Communication Tracking and Audit Readiness

Data flow: Bi-directional

For regulated industries such as financial services, insurance, and utilities, Smartsheet can be used to manage compliance calendars, review checkpoints, and evidence collection for customer communications. Exstream can provide proof of generation, delivery logs, and version details back to Smartsheet to support audit preparation and regulatory reporting.

Business value: Strengthens governance, simplifies audit preparation, and provides a clear record of what was sent, when, and under which approved version.

• Smartsheet tracks compliance tasks and approval deadlines
• Exstream supplies production and delivery evidence
• Audit teams can access a consolidated record of communication controls

6. Product, Policy, or Billing Change Launch Coordination

Data flow: Smartsheet to OpenText Exstream

When a company launches a new product, updates a policy, or changes billing terms, Smartsheet can coordinate the cross-functional launch plan across legal, operations, customer service, and communications teams. After final approval, Exstream can generate the customer-facing notices, policy updates, or billing inserts required for the launch.

Business value: Aligns internal launch activities with customer communication execution and reduces the risk of missed or inconsistent notifications.

• Smartsheet manages launch tasks, dependencies, and owners
• Exstream produces the required customer notices at scale
• Launch readiness and communication completion are visible in one place

7. Operational Reporting on Communication Production Performance

Data flow: OpenText Exstream to Smartsheet

Exstream production metrics such as job volume, turnaround time, delivery success, and exception rates can be pushed into Smartsheet dashboards for operational reporting. Business leaders can use Smartsheet to monitor communication performance by product line, region, or channel without relying on manual spreadsheet consolidation.

Business value: Improves visibility into communication operations and supports better capacity planning and service management.

• Exstream provides production and delivery metrics
• Smartsheet consolidates results into dashboards and reports
• Teams can identify bottlenecks and track service levels over time