Bidirectional Synchronization Between an Order Management System and Salesforce Cloud Native CRM Platform

Client Background

  • Industry: Manufacturing
  • Duration: 6 months
  • Tools Used: MuleSoft Anypoint Platform, MuleSoft Anypoint Studio, Salesforce CRM Analytics, Salesforce Commerce, IBM Mainframe based system, InfoViewCDC middleware
  • Year: 2023/2024

This is one of our clients that is the world’s largest bearing manufacturer, and it has the largest industrial distributor network in the industry.

The company manufactures and supplies bearings, seals, lubrication and lubrication systems, maintenance products, mechatronics products, power transmission products, condition monitoring systems and related services globally.

The Bidirectional Sync Challenge

The client’s IBM Mainframe based legacy system posed significant challenges. The outdated interface limited sequential threading, functionality, and poor integration capabilities made smooth and efficient order processing nearly impossible.

This resulted in delays and a less-than-ideal customer experience. To propel their business forward, a transition to the advanced capabilities of Cloud-based Salesforce Order Management Systems, combined with seamless data synchronization, was our top priority.

Solution: API-Led Connectivity and Real-Time Data Synchronization

We leveraged the power of MuleSoft Anypoint Platform to create a robust integration layer, bridging the gap between Salesforce and the legacy system. This strategic transformation delivered:

  • A Modern, User-Friendly Interface: The days of the green screen are over! Employees gained an intuitive, modern interface for seamless order management.
  • Bidirectional Synchronization: Real-time data synchronization between Salesforce and the legacy system became the battleground of success, making sure everything is up-to-date with all information across platforms.
  • API-Led, Event-Driven Architecture: Using the Upfront Salesforce Streaming API alongside Event Driven Architecture with Pub/Sub ingredients we managed to obtain a seamless communication and data exchange, which enabled more efficient workflows and faster response times to customer inquiries.
  • Streamlined Processes: The synchronization project improved accuracy, removed roadblocks, and enhanced order processing speed.

How Did It Work?

  1. Salesforce Order Initiation: New orders in Salesforce were pushed to the legacy system via MuleSoft.
  2. Legacy System Processing: The legacy system enriched the order with product data, pricing, and customer information, creating delivery orders.
  3. Real-Time Salesforce Updates: Every action taken in the legacy system – shipment, replenishment, fulfillment, etc. – was immediately reflected in Salesforce Cloud Client, providing comprehensive visibility.

Business Outcomes: The Results Speak for Themselves

  • Enhanced User Experience: The new system’s streamlined GUI and functionality significantly improved the experience for employees.
  • Proactive Customer Service: Real-time updates allowed reps to provide accurate order status information to customers, improving responsiveness.
  • Increased Operational Efficiency: Automation, visibility, and streamlined processes resulted in time-savings, greater productivity, and cost reduction.
  • Drastically Improved Customer Satisfaction: The combined improvements led to a noticeable increase in customer satisfaction.

Why Synchronization Matters for Your Business

Legacy systems will slow you down and hold your team back, every time. Bidirectional synchronization between your CRM and other critical systems can eliminate these barriers. What if your:

  • Customer data updates instantly across all platforms.
  • Inventory levels are accurate in real-time.
  • Sales, support, and operations have the same information to work with.

Wouldn’t that be a major upgrade in your own workflow? We and data think that IS the case.

Let’s Talk!

Ready to explore how integration and synchronization can unlock the potential of your business? Contact us for a personalized consultation and discover the possibilities.