OpenText Exstream - Braze Integration and Automation

Common Integration Use Cases Between OpenText Exstream and Braze

OpenText Exstream and Braze complement each other well in organizations that need both regulated customer communications and real-time engagement. Exstream is typically the system of record for high-volume, compliant outbound communications such as statements, bills, policies, and notices. Braze is designed for timely, personalized customer engagement across digital channels. Together, they can help enterprises improve customer experience, reduce service costs, and coordinate communications across marketing, operations, and service teams.

1. Trigger Braze follow-up campaigns after Exstream statement or bill delivery

Data flow: OpenText Exstream to Braze

When Exstream generates and delivers a statement, invoice, policy document, or notice, it can send delivery metadata to Braze, such as document type, delivery status, channel, and customer segment. Braze can then trigger a follow-up message based on that event.

• Send a payment reminder after an invoice is delivered
• Send a digital self-service prompt after a policy renewal notice
• Send a satisfaction survey after a claims letter or service notice

Business value: Improves response rates, reduces late payments, and creates a coordinated post-communication journey without duplicating regulated content.

2. Suppress marketing messages during critical regulated communications

Data flow: Bi-directional

Exstream can notify Braze when a customer is receiving a sensitive communication such as a delinquency notice, policy cancellation, or claims denial. Braze can then suppress promotional or cross-sell campaigns for a defined period to avoid conflicting messages.

• Pause promotional offers during collections activity
• Hold marketing emails during policy lapse or renewal disputes
• Prevent campaign overlap with legal or compliance notices

Business value: Reduces customer confusion, protects brand trust, and helps ensure communications are appropriate and compliant.

3. Use Exstream document events to personalize Braze journeys

Data flow: OpenText Exstream to Braze

Exstream can publish document events such as opened, delivered, failed, or reissued. Braze can use these events to personalize the next best action in a customer journey.

• If a bill email bounces, Braze sends an SMS reminder or app push notification
• If a policy document is not opened, Braze sends a simplified explainer message
• If a customer downloads a statement, Braze offers a link to budgeting tools or account insights

Business value: Increases communication reach and improves channel effectiveness by adapting to customer behavior in near real time.

4. Feed customer preference and consent data from Braze into Exstream

Data flow: Braze to OpenText Exstream

Braze often holds current engagement preferences, channel opt-ins, and interaction history. That data can be passed to Exstream so regulated communications are delivered using the customer’s preferred and permitted channel.

• Use SMS for customers who prefer mobile alerts
• Route paperless statements to email or web delivery
• Respect opt-in and opt-out status across all outbound communications

Business value: Improves deliverability, supports compliance with communication preferences, and reduces print and postage costs.

5. Coordinate renewal and retention journeys for insurance and financial services

Data flow: Bi-directional

Exstream can generate renewal notices, policy updates, or account statements, while Braze can manage the surrounding engagement journey. Together they create a coordinated renewal workflow across operational and marketing teams.

• Exstream sends the formal renewal notice
• Braze follows with reminder messages, educational content, or call-to-action prompts
• If the customer does not respond, Braze escalates to a service outreach or retention offer

Business value: Increases renewal completion rates, reduces churn, and ensures the customer receives both the official communication and the supporting engagement sequence.

6. Launch service recovery journeys after complaint or dispute correspondence

Data flow: OpenText Exstream to Braze

When Exstream sends a complaint resolution letter, dispute outcome, or service adjustment notice, Braze can initiate a service recovery journey tailored to the customer’s situation.

• Send a follow-up message confirming next steps
• Provide links to FAQs, case status, or support channels
• Offer a check-in message after the issue is expected to be resolved

Business value: Improves customer satisfaction after negative events and helps reduce repeat contacts to the call center.

7. Create a single customer communication record for analytics and governance

Data flow: Bi-directional

Exstream and Braze can exchange communication history so the enterprise has a more complete view of what each customer received across regulated and marketing channels. This supports reporting, auditability, and journey optimization.

• Track statement delivery alongside campaign engagement
• Analyze whether certain notices drive higher digital engagement
• Provide compliance teams with a consolidated communication audit trail

Business value: Improves governance, supports better decision-making, and gives marketing, operations, and compliance teams a shared view of customer communications.

8. Convert high-volume Exstream events into targeted Braze micro-campaigns

Data flow: OpenText Exstream to Braze

Exstream can generate event streams from large-scale communication runs, such as billing cycles, policy renewals, or annual notices. Braze can consume these events and launch targeted micro-campaigns for specific customer segments.

• Target customers who received a high-balance bill with budgeting tips
• Send digital onboarding content after a new account welcome package
• Trigger educational content for customers who received a product change notice

Business value: Turns operational communications into engagement opportunities and helps teams act on customer events without waiting for batch reporting cycles.

Overall, integrating OpenText Exstream with Braze enables enterprises to combine compliant document generation with responsive customer engagement. The result is more coordinated communications, better customer experience, and stronger operational control across regulated and marketing-driven workflows.