Connecting Salesforce CRM to OpenText Exstream

2. OpenText Confidential. ©2020 All Rights Reserved. 2 Experience, the key sustainable differentiator “Companies that create exceptional Customer Experiences set themselves apart from their competitors” McKinsey’s CEO guide to Customer Experience

5. OpenText Confidential. ©2020 All Rights Reserved. 5 Intelligent content for digital experiences Great Omnichannel Experiences Call Center ERPCRM MRM Commerce Enterprise Transactional Systems Create Personalize DeliverMeasure Insight

6. OpenText Confidential. ©2020 All Rights Reserved. 6 OpenText Salesforce Solutions Salesforce OpenText Salesforce CRM Suite Marketing Cloud Service Cloud Experience Cloud Sales Cloud #1 CCM #1 DAM #1 ECM #1 CRM OpenText EIM Suite Extended ECM | Exstream Connected Worlds Deliver greater control and governance Increase collaboration and productivity Increase revenue and customer Satisfaction Achieve brand consistency Reduce sales and service cycle times OpenText’s fastest growing partner ecosystem OTMM

8. OpenText Confidential. ©2020 All Rights Reserved. 8 Four Pain Points Users are copying and pasting sensitive data from CRM into desktop templates. Users are retrieving templates from local drives or past communications. Over reliance on email built into manual processes. Once documents are sent, they are not stored or visible to all colleagues Data Inconsistency Outdated Templates Single Channel Lack of Visibility

9. OpenText Confidential. ©2020 All Rights Reserved. 9 9 Pull business data from Salesforce into personalized template If required, finalize the content using the Empower Editor Deliver content through chosen channels Browse object in Salesforce and start the communication Store content back into Salesforce object for future 1 2 3 4 5 Create, Personalize, Deliver Use your existing Exstream capability and investment

10. OpenText Confidential. ©2020 All Rights Reserved. 10 ROI Savings Payback Compliance Average 382% return on investment… Potential for $2.4m of savings per year… Customers realise a 6 month payback… Reduce the penalty for content violations and legal fees… Proven ROIs …by implementing a Customer Communication strategy inside CRM

12. OpenText Confidential. ©2020 All Rights Reserved. 12 Exstream for Salesforce is ... Fully flexible Exstream for Salesforce supports any Salesforce object or flow, allowing customers to simply map their processes to include the capabilities of the solution. Process support Easily configurable Administrators can easily configure Exstream for Salesforce, no code required, so that the system can be productive in a matter of days. Implementation effort Seamlessly Integrated Leveraging the investments you have made in Salesforce and Exstream. Exstream for Salesforce functionalities are fully embedded in the Lightning interface. User experience

13. OpenText Confidential. ©2020 All Rights Reserved. 13 Ensure generated content is visible to the business user Provide customers with timely, accurate communications Deliver consistent, multichannel customer experience Maintain compliance for legal and regulatory purposes Allow business users to generate content without leaving CRM Easily Configurable Available now on Salesforce AppExchange Native Lightning & Salesforce mobile support

14. OpenText Confidential. ©2020 All Rights Reserved. 14 Promoting three main use cases…… On Demand Examples: Web to Print, Account Notices, Online Quotes, Order Confirmation, Online Statements Quick 1-1 communications Personalized communications Process driven communications Interactive Examples: Welcome Kits, Complex Quotes, Complaint Answers, Service Documents Automatic Examples: Financial Statements, Telephone and Electricity Bills, Marketing Campaigns • Personalized• Enterprise Scale • Omnichannel Delivery Exstream Engine

15. OpenText Confidential. ©2020 All Rights Reserved. 15 ….whilst you can configure flexible scenarios • Salesforce User • or • Salesforce • Process Start • With Editor • or • Without Editor Create • Synchronous • or • Asynchronous Process • Single Recipient • or • Multiple Recipients Deliver On Demand Interactive Automatic* Salesforce User > Without Editor > Synchronous > One to One Salesforce User > With Editor > Synchronous > One to One / Many Salesforce Process > Without Editor > Asynchronous > One to Many OpenText provide Accelerators to help configure the following typical scenarios: *Automatic Accelerator coming soon

16. OpenText Confidential. ©2020 All Rights Reserved. 16 Instantly create content from within Salesforce Interactive AutomaticOn Demand • User driven from within Salesforce, from the Business Object • Additional fields configurable per template • Communication instantly delivered back to Salesforce, as well as selected output channels

18. OpenText Confidential. ©2020 All Rights Reserved. 18 Web based editor Zero-install editing through Empower. Enable your business users to quickly and easily personalize customer correspondence, quotes and proposals. • Easily edit interactive communications from your web browser • Automatically populate with customer and business content • Controlled editing lets you personalize without taking risk Interactive AutomaticOn Demand

19. OpenText Confidential. ©2020 All Rights Reserved. 19 Use Salesforce Process Builder and Flows to automate your content creation based on Salesforce events and data. Examples: Financial Statements, Telephone and Electricity Bills, Marketing Campaigns Interactive AutomaticOn Demand

20. OpenText Confidential. ©2020 All Rights Reserved. 20 Interactive AutomaticOn Demand Process Builder Salesforce Flows Type of Logic Simple If-Else statements More complex case statements Visibility System process only Allows user interaction in a popup interface Range Limited to an object and its children All objects meeting a criteria Examples A record is created or updated A visual process after a user clicks a button Exstream capability Create any document at a given step Use Salesforce Process Builder and Flows to automate your content creation based on Salesforce events and data.

21. OpenText Confidential. ©2020 All Rights Reserved. 21 Benefits of Exstream for Salesforce Increase Profitability • Rapidly responding to customer needs will increase conversion • Consolidate silos and legacy systems • Clear communications reduce customer support costs • Streamline and automate business processes • Migration from print to electronic communications Mitigate Risk • Create compliant, brand aligned communications Improve Customer Experience • Deliver superior experiences, increases loyalty and retention

Connecting Salesforce CRM to OpenText Exstream

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