Threekit - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Threekit and OpenText Core Case

1. Product Configuration Evidence Pack for Complex Customer Cases

Data flow: Threekit ? OpenText Core Case

When a customer raises a claim, complaint, or order dispute about a configurable product, Threekit can automatically send the exact product configuration, rendered images, selected options, and timestamped visual proof into the related case in OpenText Core Case. This gives case agents a single, reliable view of what the customer ordered or saw at the time of purchase.

Business value: Reduces back-and-forth between sales, support, and operations, speeds up case resolution, and improves accuracy in disputes involving custom products.

• Useful for furniture, automotive, and electronics manufacturers
• Supports warranty, damage, and ?wrong item received? investigations
• Creates a defensible audit trail for customer-facing decisions

2. Case-Driven Product Issue Investigation

Data flow: OpenText Core Case ? Threekit

When a case is opened for a product defect, configuration issue, or visual mismatch, OpenText Core Case can send the case details to Threekit so product teams can reproduce the exact configuration in 3D. This helps teams validate whether the issue is caused by a product rule, asset mismatch, pricing logic, or rendering problem.

Business value: Improves root-cause analysis, shortens investigation cycles, and helps product and digital commerce teams resolve issues faster.

• Supports escalation from customer service to product management or e-commerce operations
• Helps identify broken configuration rules or outdated visual assets
• Enables consistent reproduction of customer-reported scenarios

3. Automated Claims Review for Custom Orders

Data flow: Bi-directional

For claims involving customized or made-to-order products, OpenText Core Case can manage the claim workflow while Threekit supplies the visual configuration record, and case outcomes can be sent back to Threekit-linked order records or commerce systems. Claims agents can compare the approved configuration against the delivered product and attach visual evidence directly to the case.

Business value: Streamlines claims handling, reduces manual verification, and improves consistency in approval or denial decisions.

• Supports damage, mismatch, and specification dispute claims
• Improves collaboration between claims, fulfillment, and customer support teams
• Reduces cycle time for high-volume case categories

4. Customer Support Case Enrichment with Visual Product Context

Data flow: Threekit ? OpenText Core Case

When a support case is created, Threekit can enrich the case with the customer?s selected product configuration, visual renderings, and option history. Support agents can immediately see the exact product variant, which is especially valuable for complex products with many combinations and accessories.

Business value: Improves first-contact resolution, reduces agent handling time, and lowers the risk of incorrect troubleshooting or replacement actions.

• Useful for pre-sale and post-sale support teams
• Helps agents confirm compatibility, dimensions, finishes, and accessories
• Reduces customer frustration caused by repeated explanation of product details

5. Compliance and Audit Case Management for Configurable Products

Data flow: Threekit ? OpenText Core Case

For regulated industries or products with strict configuration rules, Threekit can provide the exact approved configuration and visual evidence to OpenText Core Case for compliance review. Case managers can use this information to verify that the sold configuration matches policy, safety, or regulatory requirements before approving fulfillment or closing the case.

Business value: Strengthens compliance controls, reduces risk of non-compliant orders, and creates a clear audit trail for internal and external reviews.

• Applicable to automotive, medical equipment, industrial products, and premium consumer goods
• Supports exception handling for restricted options or region-specific variants
• Improves accountability in approval workflows

6. Order Exception Resolution for Custom Product Sales

Data flow: OpenText Core Case ? Threekit

When an order exception occurs, such as unavailable options, pricing discrepancies, or configuration conflicts, OpenText Core Case can trigger a review in Threekit using the original product setup. Operations teams can inspect the configuration visually, determine the correct alternative, and update the case with the approved resolution.

Business value: Reduces order delays, improves exception handling, and helps operations teams resolve complex custom orders more efficiently.

• Supports order management, fulfillment, and customer service coordination
• Helps identify whether the issue is customer input, pricing logic, or product availability
• Improves customer communication with faster, more accurate resolutions

7. Post-Sale Service and Replacement Decision Support

Data flow: Bi-directional

For service cases involving replacement parts, repairs, or product substitutions, OpenText Core Case can use Threekit configuration data to determine the exact original product build. Threekit can also help generate visual references for service teams or customers, while case outcomes can be fed back to maintain a complete service history.

Business value: Improves service accuracy, reduces incorrect part shipments, and supports better customer satisfaction after the sale.

• Useful for warranty service and spare parts identification
• Helps service teams match components to the original configuration
• Creates a connected record across sales, service, and case management