Integration is the future. In an increasingly technology-driven world, it is crucial that there is a single source of truth for your company’s information. If your employees must go to multiple different places to get the information they need, you have wasted time, money, and energy. 

Salesforce® and MuleSoft® can create a powerful, real-time integrated experience in your Salesforce org. This article will explain what it means to have an integrated experience in your Salesforce org and how to acquire that experience with MuleSoft. In addition, we will cover some of the basic integration tools in Salesforce, a high-level overview of MuleSoft architecture and how these tools work together. 

Salesforce Integration Tools for MuleSoft 

Salesforce is built to be integrated with your legacy systems to create a 360 degree view of your customers for your Salesforce users. MuleSoft can be added to your Salesforce org by adding a Connected App in the App Manager settings. 

The best way to allow MuleSoft to have access to your Salesforce org is by creating an integration user. When the user is set up, save the username, password, and security token that is sent to the related email. These credentials will be used in MuleSoft to login to Salesforce and make changes to the data via the Salesforce REST API. 

Salesforce can communicate changes to the data to MuleSoft in a few different ways. The most common and simple way being via Platform Events and Process Builders. A Platform Event can be created in Salesforce and triggered to send a message to MuleSoft via a Process Builder. In this way, you can create the trigger to respond to whatever changes in the data suit your business needs. 

In addition, an APEX Class can be configured to use the Salesforce REST API mentioned earlier. An APEX Class is created in the Developer console and is written to receive the request from Salesforce regarding the change in data, then that message is sent to a listener in MuleSoft, similar to the way the first option with Platform Events works. However, it is highly recommended that you use Platform Events and Process Builders because they require significantly less Salesforce Development time and are easier to maintain in the long run. 

MuleSoft Architecture – How Does it Work? 

MuleSoft architecture is unique from other integration platforms because it is an Enterprise Service Bus architecture model. This means that MuleSoft is the translator between many different systems. You can create APIs unique to your systems that only change when that system changes. Then, these system APIs speak to each other through MuleSoft processing APIs. As you can see in the diagram below, systems do not connect directly to each other. Rather, they are connected through MuleSoft. 

In MuleSoft, there are three kinds of APIs that are created: 

• Experience API (Channels): Produces what the end user needs to see and interact with.
• Process API (Processes): Performs the transformations between systems.
  • Translates each of the systems to Salesforce or other systems that need to communicate.
• System API (Data): Represents what is held in each system.

Below is an example of how these APIs can be structured: 

As you can see, the system layer represents the two systems that need to be integrated. These system API’s do not contain any of the business logic to “translate” Salesforce to the ERP system. The process layer APIs contain the business logic for Products, Orders, and Customers so that this data can be translated from one system to another. The top layer, Experience APIs, create what the end users interact with. These APIs generally contain schedules for when the other API’s should run in order for the data to move from system to system.

This kind of architecture creates many significant benefits to integrating with MuleSoft. To start, it creates reusable, scalable, and secure integrations. Once you have created a System API, you do not need to ever create it again. You may need to make small additions, but you will be able to connect that system to any other system via a Process API by reusing the System API. This leads to increased agility on projects, less time wasted, and more money saved. Similar to the App Exchange, there is an Anypoint Exchange for MuleSoft. Here you can find connectors, accelerators, integration patterns, etc., that you can use in your projects instead of starting from scratch yourself.

Salesforce + MuleSoft: Catalyze Your integrated Experience

The combination of Salesforce integration tools and MuleSoft can create the integrated experience you’ve been looking for in your Salesforce org. It can be difficult to fully transition from legacy systems to Salesforce and with MuleSoft you can implement Salesforce at your own pace. This will allow you to slowly retire your legacy system operations while keeping your data up to date in real time and creating a future-proof implementation. MuleSoft can be updated in an extremely agile manner to keep your systems up-to-date and avoid technical debt build up.

With a MuleSoft integrated experience, your Salesforce users will be able to see the data they need in one place. This will create an increased level of trust in your Salesforce org from the start and make the transition away from legacy systems as painless as possible. The future is integrated and MuleSoft can take you there.

As a certified MuleSoft Anypoint and Salesforce multi-cloud consulting partner, Ad Victoriam’s integration experts understand the complexities of enterprise integrations, both on-premise and in the cloud. We simplify complex integration scenarios, integrate disparate systems, and provide a scalable architecture that your business can grow with – whether or not you are using Salesforce. So, if you are ready to connect your systems, we’re ready to talk to you today.

*This article also appears on Salesforce Ben

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In addition, this manufacturer wanted a unified sales and service management platform that integrated with their ERP and a robust eCommerce system.

What they needed – and the AdVic consulting team implemented for them – was a multi-cloud Salesforce® system.

The Salesforce Multi-Cloud System Solution

Our client’s multi-cloud system solution consisted of Salesforce’s Sales Cloud, Service Cloud, B2B Commerce, and Pardot(for executing marketing initiatives), plus integration with their ERP, CTI, payment gateway system, tax calculator, and Google Analytics.

Here’s an overview of what AdVic’s Salesforce multi-cloud solution accomplished for this manufacturer:

Sales Cloud

• Eliminated email tracking of asset warranties and quotations with an integrated system where all reps can now view and manage customer purchases, warranties, and quotations.
• Developed efficient lead capture and tracking methodology illuminating the potential business opportunities previously lost due to process gaps. Opportunity time tracking was implemented, expediting the quotation to close the process.

Service Cloud

• Unified service team and processes on Service Console, enhancing consistent and higher quality customer service based on real-time, comprehensive data.
• CTI integration propelled repair call processing by triggering account information and Milestones for SLA’s, upon call connection.
• Built custom components to expose contractor location through a visual map, speeding dispatching based on proximity.

B2B Commerce

• Replaced the manual order entry process with the implementation of a fully branded, device-responsive eCommerce store to drive sales.

Benefits of a Multi-Cloud Solution

Developing a multi-cloud approach can be a huge benefit for many businesses that rely on the cloud for critical parts of their technology infrastructure. Here are just a few of the benefits of a multi-cloud strategy.

• A unified 360-degree view of your customer.
• Interact with your customers via their preferred channels.
• Reach your customers when they want to be reached.
• Gain insights about the products your customers are buying and how they want to purchase them in the future.
• Adapt better to your customers’ needs.
• Flexibility and scalability
• Robust security

And when it comes to the Salesforce Clouds, the possibilities to integrate them are endless and less challenging than using piecemealed systems. For instance, you can launch different processes from different clouds, plus it’s much easier to have them talk to each other.

Ad Victoriam’s multi-cloud Salesforce implementation and integration consultants empower organizations with custom planning that gets you the most out of your full suite of business applications. Think a multi-cloud strategy will work for your business? Let’s find out! Simply fill out the brief form below, or contact us here.[/vc_column_text][/vc_column][/vc_row][gravityform id=”16″ title=”true” description=”true” ajax=”false”]

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From having the ability to unlock and analyze data to delivering better-connected experiences to their employees – who in turn can offer more personalized experiences for their customers – stakeholders who implement a unified CRM are making the decision to end their company’s struggles with data across teams and systems.

But how do you – as a dedicated and concerned employee – get buy-in to implement a CRM from all of your company’s stakeholders? Well, here are some thoughts on that…

Do Your Homework

The end goal is to make “the pitch” to your stakeholders about implementing a CRM a slam dunk. So, first, go about collecting as much evidence to support why this makes sense for your company’s future growth.

Start with your sales team. Ask them: What does your pipeline look like? Do you think you are doing a good job of tracking your current opportunities? Do you feel focused on your daily outreach efforts to close a deal?

Once you have those answers, it’s time to map out the specific features and capabilities you think your CRM should have.

From there, research companies that are already using the CRM you’re most interested in and solicit feedback from them on how that system is working for them. Quiz them on what they like, what they don’t like, and what results they’ve seen from using that system. It won’t be hard to find those companies. Just look at the CRM product company’s website for a “Customer” page and randomly pick a few of their customers and reach out to them.

Free Worksheet Download: Justifying the Need for a Sales-Focused CRM

Cost vs. Benefits

Some might say this is the biggest hurdle you’ll need to get over when presenting your case to stakeholders for a CRM implementation.

First, try to approximate how much your company is losing without using the CRM product you’re interested in. You can do that by going back to the “Do Your Homework” questions you asked the sales staff and do estimates from there. In particular, based on current sales data you’ve assembled, estimate a percentage of how much more a salesperson could close each month by using a CRM, and also estimate how much your company is losing over a month or a quarter by not using the CRM.

What Will Implementation Look Like?

As you begin planning how you envision your new CRM implementation would go – because your stakeholders are going to ask – start by being ready to answer the questions, such as:

• Does your company have an internal resource who will be your project champion? Will that person have the time and expertise to lead your CRM implementation?
• Do you have data cleansing or migration needs that your team has the skill set to address?
• If needed, is your team able to integrate your technologies (ERP or legacy system) with your new CRM platform to create a 360-degree view of your data?
• Should you consider adding a consulting partner to guide you through implementation? What are the costs involved with that?

D-Day

So, now that you’re armed with a plan of attack, it’s time to gather your stakeholders and make your case. How and when you do that can only be determined by your internal knowledge of the company’s culture, i.e. do you make your presentation in a formal setting or casually over a meal?

Our advice, don’t sweat the how and when. Just be sure you do your homework, weigh the costs vs. benefits, and have a well-thought-out implementation plan. And to help you with your plan, you can download our free “Justifying the Need for a Sales-Focused CRM” worksheet that will show you how to gather all the ammunition you need to convince your stakeholders. And remember: You’ve got this!

Adding a CRM can serve as a key driver of digital transformation for your company, and the Salesforce® consulting team at Ad Victoriam has years of experience implementing and integrating systems with great success. Perhaps we can help you make the case to your stakeholders about the benefits of a CRM? We’re excited to get you there! Let’s talk now!

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Control’s Salesforce Challenge

Control Southern was utilizing Salesforce Sales Cloud in Classic, Excel spreadsheets, and Phoenix Software alongside their ERP, IFS.

When Control used Phoenix to build their quotes, the quotes would sync with their ERP, independent of their Sales Cloud. As a result, their siloed systems required users to touch, reference, and manipulate multiple applications during their quotation process.

Realizing their dilemma, Control decided an automated quotation process that also integrated with their Sales Cloud and ERP would better serve their needs, processes, and customers. Thus the reason why Control turned to Ad Victoriam Solutions (AdVic) and a Salesforce CPQ solution.

In addition, Control wanted to convert from Salesforce Classic to the Salesforce Lightning Experience.

After a careful deep-dive into Controls’ current systems – and a complete understanding of their business and future needs – the AdVic team implemented a nine-point solution.

Salesforce Implementation & Integration Results

Since AdVic’s implementation and integration of Salesforce CPQ, Control’s connected databases and processes have drastically increased productivity through automation. The upgrade eliminated the users’ need to switch to multiple systems during the quote creation.

In addition, effectively integrating Control’s accounts, systems and their products with their ERP has unified their data increasing efficiencies. As a result, custom flows, automation, and minimal clicks have positively impacted their system usability.

Other positive results include:

The new quoting templates and quick action buttons have provided Control with clear, accurate quotes. The templates have also reduced quote related inquiries – increasing customer satisfaction – and has sped up the sales cycle process.

The ability for Control to visually adjust in the quote details, which has increased user-friendliness and, therefore, positively impacted user adoption and system utilization.

Custom filtering and data validation applied prior to data cross-platform sync, combined with approval processes, have increased Control’s data accuracy and integrity.

Want to experience the same kind of results Control Southern did with your Salesforce implementation or integration project?

Contact Ad Victoriam today to learn how our team of problem solvers can help your company seamlessly implement and integrate a custom solution to solve your unique set of challenges. Ad Victoriam treats our clients as partners, not a one-off project. We will dive deep into your business and your challenges to provide an innovative, scalable solution. Reach out to our solution team today.

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