OpenText™ Exstream™ for Salesforce® empowers users to create many different types of customer correspondence directly from within their CRM system. This immediate and accurate communication can help improve customer engagement and loyalty, helping to increase profits and lower costs. This presentation talks the reader through some of the features and benefits of the solution.

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OpenText Exstream™ for Salesforce
Presenter, Date

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Experience,
the key sustainable
differentiator
“Companies that create exceptional Customer
Experiences set themselves apart from their
competitors”
McKinsey’s CEO guide to Customer Experience

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Experiences are information-driven
Content
Data &
Transactions
Experience
Delivery

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Great
Omnichannel
Experiences
Call
Center
ERPCRM
MRM Commerce
Enterprise
Transactional
Systems
The experience challenge

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Intelligent content for digital experiences
Great
Omnichannel
Experiences
Call
Center
ERPCRM
MRM Commerce
Enterprise
Transactional
Systems
Create
Personalize
DeliverMeasure
Insight

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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

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Exstream for Salesforce

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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Data Inconsistency Outdated Templates Single Channel Lack of Visibility

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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

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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

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Key Features

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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

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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

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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

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….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

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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

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Instantly create content on the move
Interactive AutomaticOn Demand

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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

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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

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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.

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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

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Questions: salesforcesolutions@opentext.com