Marketing ops · Production

OpenText Communications (Exstream) delivers personalized, compliant CCM with GenAI and 83% measurable ROI within 6-12 months

The problem

Organizations need to create ultra-personalized, compliant customer communications across multiple channels while freeing business users from IT dependency and modernizing legacy CCM systems.

Workflow diagram · grounded in source
1
Business user initiates communication
trigger
“Empower non-technical users with an easy-to-manage CCM solution to craft, edit, and personalize content without IT involvement”
2
GenAI content creation
ai_action
“Accelerates content creation with trusted content with GenAI that enhances writing, ensures clarity, and streamlines review”
3
Compliance and approval workflow
validation
“Centrally manage content approval, versioning, and compliance workflows to reduce risk and support regulatory requirements”
4
Enterprise system integration
integration
“Seamlessly integrates with other OpenText solutions and with leading business apps and ecosystems, such as SAP, Salesforce, Guidewire, and Duck Creek”
5
Multi-channel communication delivery
output
“Minimizes the risk of non-delivered email and SMS messages with pre-built integrations for end-to-end document creation and delivery”
6
Real-time delivery monitoring
feedback_loop
“Monitors throughput, delivery status, and system performance in real-time to support faster data-driven decisions”
Reported outcome

83% of OpenText Communications users realized measurable ROI within 6-12 months, and one customer accelerated content workflows by 83% while enabling users to create communications without IT support.

Reported metrics
users realizing measurable ROI within 6-12 months83%
Content workflow acceleration83%
Reported stack
OpenText CommunicationsExstreamGenAISAPSalesforceGuidewireDuck Creek
Source
https://www.opentext.com/products/customer-communications-management
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

83% of OpenText Communications users realized measurable ROI within 6-12 months, and one customer accelerated content workflows by 83% while enabling users to create communications without IT support.

What tools did this team use?

OpenText Communications, Exstream, GenAI, SAP, Salesforce, Guidewire, Duck Creek.

What results were reported?

users realizing measurable ROI within 6-12 months: 83%; Content workflow acceleration: 83% (source-reported, not independently verified).

How is this marketing ops AI workflow structured?

Business user initiates communication → GenAI content creation → Compliance and approval workflow → Enterprise system integration → Multi-channel communication delivery → Real-time delivery monitoring.

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