Your web browser is out of date. Update your browser for more security, speed and the best experience on this site.

Update your browser
CapTech Home Page

Articles November 22, 2023

The Power of One Platform: How Salesforce Integration Solves Common Business Growing Pains


As companies expand, they often experience a crisis of disconnection. When operations grow, so do the number of systems and processes needed to keep things running smoothly. We’ve seen many companies struggle – often with inefficiencies, inaccurate information, and lost revenue – due to disparate systems and data silos. 

To help overcome common growing pains, integrating with Salesforce and MuleSoft can unify systems, improve data interoperability, and recapture significant time and cost savings. Sitting at the center of operational business data, Salesforce combined with MuleSoft powers integration through composable APIs, a cloud-based integration approach known as iPaaS (integration-Platform-as-a-Service), and pre-built connectors to many common systems such as ERP and eCommerce, order management and fulfillment, shipment tracking, customer loyalty systems, and marketing tools.

3 Critical Business Challenges Solved with Salesforce

Disconnection creates more work and for growing businesses every second counts. Salesforce and MuleSoft create those missing connections, allowing you to integrate multiple systems onto one platform and automate workflows across your entire enterprise. Let’s look at some real-world examples of these integrations in action.

Slow, Inaccurate Sales Process Delayed the Sales Cycle 

A hospitality corporation was losing potential franchisees. By relying too heavily on manual communication, it was generating inaccurate data in its systems of record and limiting applicants’ visibility into their application status. Manual processes were also causing reporting errors and billing inaccuracies, resulting in substantial revenue loss.

CapTech saw an opportunity to automate these manual processes and unify them into a single portal. First, we replaced the legacy franchise management system with Salesforce Sales and Service Cloud and paired it with Experience Cloud, creating an external portal that both franchise owners and applicants could use. Then we leveraged MuleSoft to integrate the client’s Salesforce instance with its existing enterprise resource planning (ERP) software.

These integrations:

  • Streamlined the owner experience
  • Increased speed-to-market
  • Enabled legal teams to draft contracts significantly quicker
  • Enhanced decision-making
  • Improved billing accuracy and streamlined contract management

    Limited Ecommerce Functionality Turned Away New Customers

    A national truck and trailer parts distributor had an ecommerce site, but the only people who could use it were established customers with monthly invoicing already set up. Adding each new customer required IT development effort, which brought the sales process to a halt. These delays and limited functionality, understandably, led potential new customers to go elsewhere.

    To revamp the site into a quick, responsive, user-friendly experience for all customers, the client tasked CapTech with expanding ecommerce functionality to include anonymous customers and accept real-time payments. Using MuleSoft to connect different tools and systems together, we designed a modern ecommerce solution architecture that integrated ecommerce, pricing, ERP, and payment systems seamlessly across the entire company.

    These integrations:

    • Increased revenue by winning new customers while streamlining the process for existing customers
    • Increased site uptime and responsiveness by using MuleSoft as an API gateway to the legacy on-prem ERP system 
    • Enabled IT to focus on high value-add IT efforts instead of non-value-add integration

      Siloed Systems Led to High Call Center Volume and Expenses

      Because customer service representatives couldn’t access all of a customer’s data in one place, the call center for a long-standing memorabilia manufacturer was bogged down in lengthy handle times, and call center expenses were increasing as staff needed to be hired and trained to provide customers with the support they expected. CapTech led a call center transformation effort to integrate disparate order, payment, and logistics systems using MuleSoft and centralized call center operations onto a single Salesforce Service Cloud org. This provided a “single pane of glass,” which provided customer service with all of the information they needed to assist the customer quickly, without having to access multiple other systems for each request. This also simplified the customer service representatives’ work, allowing representatives to be hired and trained more quickly and easily. 

      Additionally, by configuring computer telephony integration, representatives had actionable data right at their fingertips and could significantly expedite handle times. Important information was automatically presented to the representative right at the start of their interaction, and important context was provided from the IVR about what the customer had already done through self-service and where they had abandoned that process.

      These integrations:

      • Reduced call volume and lowered expenses by enabling representatives to pull up a customer’s information before the call connects
      • Enabled cross-sell and up-sell opportunities, moving customer service from a cost center to a revenue generator

        Don’t Wait to Integrate

        To avoid similar challenges and scale your growing business seamlessly, consider partnering with an experienced and diverse Salesforce and MuleSoft team. Integration experts will help you find the right solution for your unique needs and ensure a smooth and successful implementation.