CUSTOMER SUCCESS STORY 

Unified MuleSoft Integration: Enabling Scalable and Agile Operations

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CRMIT Solutions
Country

United States

Industry

IT Service Provider

Service offered

Implementation and Integration

Technology

Salesforce Sales Cloud, Commerce Cloud, MuleSoft, CRM Analytics

The client is a global leader in modular flooring, offering an integrated collection of premium carpet tiles, luxury vinyl tiles, and resilient flooring solutions. With more than 50+ years of flooring innovation, they believe & invest in the latest technology and materials science to make world-class flooring.

Business Challenges

Our customer faced numerous challenges in managing a complex, fragmented system landscape that hindered its digital transformation efforts:

  • Legacy System Migration Risks: Migrating from outdated systems posed risks to business continuity due to the high complexity involved. Existing middleware was brittle, lacking flexibility for seamless connectivity with modern platforms like Salesforce.
  • Isolated Commerce Data: Key commerce data was confined within disparate legacy systems, leading to inconsistent customer experiences and data silos that impacted new initiatives and market responsiveness.
  • Delayed Integration for Commerce Initiatives: Each new project required the IT department to reconstruct integrations across systems, severely delaying commerce initiatives. Salesforce Commerce Cloud, used as a Product Information Management (PIM) system, faced challenges in extracting and sharing product information with other systems due to API incompatibilities (REST on Commerce Cloud vs. SOAP on Oracle).
  • Ineffective Monitoring and Troubleshooting: The existing AppDynamics monitoring tool was insufficient, requiring manual efforts for troubleshooting and leaving the IT team reactive to system issues without proactive insights.
  • Product Data Inconsistencies: Inconsistencies in data synchronization between PIM, ERP, CRM, and Commerce Cloud led to delays in product launches and increased time-to-market.
  • High Technical Debt and Maintenance Costs: File processing involved multiple tools and scripts (Python, Azure Automators, Shell scripts), creating a resource-heavy integration landscape. Debugging and maintenance across these systems were costly, adding significant technical debt.

Solution Details

CRMIT designed and implemented a unified API-led connectivity framework using MuleSoft, creating a scalable and efficient integration ecosystem:

Unified API-Led Connectivity Across Enterprise Systems and Salesforce:

The MuleSoft API-led architecture was structured into three main layers to standardize and streamline connectivity:

  • System API Layer: This layer is connected to backend ERP systems (America, EMEA, APAC), enabling batch processing of Orders, Inventory, and Tax data via ERP systems for consistent data flow.
  • Process API Layer: It transformed and orchestrated data across Salesforce CRM, Commerce Cloud, and ERP systems, ensuring consistency for product, inventory, and order data through optimized batch jobs.
  • Experience API Layer: This layer provides real-time data access to customers and users through Salesforce CRM and Commerce Cloud, integrating with external sites and channels to enhance customer interactions.
Automated Data Synchronization for Order and Inventory Management:

CRMIT implemented automated workflows to sync orders and inventory data across Salesforce Commerce Cloud and ERPs:

  • Order Synchronization: Orders were synced in real-time with regional ERP systems (America, EMEA, APAC), ensuring accurate data across regions.
  • Inventory Availability Updates: Real-time inventory updates provided visibility across ERP, CRM, and Commerce Cloud systems, streamlining order management.
Lead and Opportunity Management Integration:

Using Salesforce CRM XAPI and Commerce XAPI connectors, CRMIT enabled consistent lead and opportunity tracking, ensuring seamless data flow from lead intake to opportunity conversion.

Batch Processing and Scheduler Integration:

MuleSoft’s batch processing capabilities managed large data volumes from enterprise systems, automating the import and export of marketing data to maintain system accuracy and efficiency.

Compliance and Product Sync Across Platforms:

MuleSoft integrated Visual Compliance for regulatory data, ensuring that product and order information remained compliant. APIs kept product configurations and data consistent across Salesforce CRM and e-commerce systems.

Real-Time Monitoring and Troubleshooting:

MuleSoft’s Anypoint Monitoring and API Manager provided real-time visibility into API performance, consolidating data flow monitoring and allowing IT to proactively manage system health and troubleshoot with greater efficiency.

Integration with External Partners and Logistics:

CRMIT implemented process APIs to facilitate seamless data exchange with logistics partners for order tracking and another external system for sustainability data, supporting efficient supply chain management.

Value Delivered

The integration project delivered significant business benefits, enabling them to meet strategic goals and enhance its operational efficiency:

  • MuleSoft’s stability eliminated monthly outages, ensuring smooth operations post-go-live with zero high-priority incidents.
  • With the shift to the API-led connectivity model, customers integrated 15+ disparate systems by building 25+ APIs with 900+ flows in just 6 months.
  • Since going live, MuleSoft has enabled the successful processing of over $36 million in orders within two weeks, without disrupting business operations.
  • Anypoint Monitoring facilitated real-time oversight, streamlining data flow and minimizing manual monitoring needs. The customer’s IT team could shift from a reactive to a proactive stance on system health management.
  • The API-led integration enabled faster product launches and real-time inventory updates across ERP, CRM, and Commerce Cloud, ensuring data consistency and seamless customer interactions.
Integration Touch
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Disparate System
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