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About MuleSoft
MuleSoft provides the most widely used integration platform to connect any
application, data service or API, across the cloud and on-premise continuum.
Supporting billions of transactions per day, MuleSoft is used in production by
global leaders in major industry verticals, including MasterCard, Nokia, Nestl
and Honeywell, and powers integrations with leading SaaS vendors such as
salesforce.com, NetSuite, Workday, Intuit and Box.
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Table of contents
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Trend Spotlight:
The Fragmented Enterprise
How-to guide
Step 1 Identify all your customer touchpoints
Step 2 Integration to deliver on vision
Step 3 Beyond integration: Design for agility
Step 4 Whats next? Welcome to the New Enterprise
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Trend Spotlight:
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As companies purchase applications that
meet the needs of a specific department or
function, like sales or campaign management,
ensuring data is consistent across these
fragmented applications is increasingly
challenging. If applications are not connected
to each other, the business cannot move
forward. Compounding the problem, the
market is only getting larger as more mission
critical applications move to the cloud,
reaching an expected $140 billion by 2020
(IDC). In addition, these new SaaS
applications need to connect back to the
legacy applications, which largely remain
on-premise.
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$800,000
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$700,000
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$600,000
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$500,000
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$400,000
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$300,000
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$200,000
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$100,000
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Consumer Software
Vertical Specific Software
Enterprise Application Software
Infrastructure Software
Software as a Service (SaaS)
Platform as a Service (PaaS)
Infrastructure as a Service (IaaS)
$0
2010
2011
2012
2013
2014
2015
2016
$17 billion of cloud versus $380 billion of enterprise software and vertical-specific software
Source: Forecast: Public Cloud Services, Worldwide, 2010-2016, 3Q12 Update
54%
50%
42%
38%
37%
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Step 1:
Customers are highly opinionated. They expect a great product, delivered with
superior service. They expect you to know who they are, no matter how they
interact with your business. If they are unsatisfied, they have other choices and,
with social media, an increasingly loud and far-reaching voice. You have to earn
your customers trust, and not just at the point of sale.
DID YOU
KNOW?
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These applications are not just across your front office: social media,
marketing automation, call centers, CRM systems, support systems. They rely
on the back office systems that produce, distribute, track, account and bill.
These systems may not touch the customer directly, but they provide a view
into a customers history. You need to connect your SaaS applications to your
on-premise systems, your new applications to your legacy systems to have a
single view of your customers and your business.
Social Engagement
Campaign Management
Order Management
Billing
Once youve identified all applications that touch a customer through their
lifecycle, its time to think about how you integrate them to ensure consistent
data, a consistent customer experience and superior customer service.
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Leading UK Retailer
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Business Initiatives
Grow in a fiercely
competitive retail
grocery market
Unlock data in silos across
different brands and
channels
Develop online presence
to meet changing customer
needs
Benefits
Connections
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Step 2:
To realize the vision of a customer company, you have to unlock your back
office. Its not just about the data in your CRM system, but also the data in
your marketing tools, your billing system, your support platform, etc. When you
change a billing address in your CRM system, that change needs to
be reflected across your order management and billing systems. When a
customer logs a support ticket, it should be reflected in the CRM lead record.
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Prospect
Update lead
Closed Won
Ship to customer
Create / update
customer record
Create order
As the business gets more involved in IT buying decisions, there will only be
more applications to connect. There are SaaS applications to meet (almost)
every business need, with more and more hitting the market every day. The
key now is figuring out how to connect those systems in a secure,
repeatable and automated way so you can remain agile and react to
customer needs.
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Step 3:
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Social
Engagement
Call
Center
Support
Services
Website
Customer
Finance
Campaign
Management
Marketing
Automation
Billing
Order
Management
CRM
Price
Quoting
On this diagram, the lines connecting the different touchpoints make it seem
very simple. In reality, ensuring consistency and connectivity across all
applications can be very complex. In any given organization, sales and
marketing alone use upwards of 10-15 applications to engage, onboard and
maintain customer interactions. As business leaders take more control of cloud
purchasing decisions, buying apps to fill gaps, it is up to IT to figure out how to
make all of the pieces fit together. Integrating these with each other and your
back office is crucial to running your business today and in the future.
Designing your business to have one view of your customer allow you to create
demand and awareness, get details on your teams deals, create new and
add-on business and provide customer service that is where your customers
are. Youll be able to modernize cross-functional processes such as
quote-to-cash and make it easy for employees to collaborate with customers,
partners and suppliers across any device.
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Business Initiatives
Barrier to Success
Applications Used
CRM: Salesforce.com
Make information
accessible globally via
multiple channels: eg. web,
social, mobile devices
Lower costs & streamline
processes
Campaign Management:
SAP, Marketo
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Step 4:
Whats next?
Welcome to the New Enterprise
....................................................................................................................................
The New Enterprise has realized the vision of the customer company. In
the era of the New Enterprise, companies can no longer compete with just
the assets, technology and talent within their four walls. Companies must
combine an explosion of applications, data, partners and customers into a
single, high performing company. As the IT landscape becomes increasingly
fragmented, the need for connection through integration becomes even
more necessary.
A new enterprise:
business
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Conclusion:
With Salesforce or your other CRM system as your hub for customer data,
MuleSoft provides the necessary links to the rest of your business. With
MuleSoft, you can seamlessly connect Salesforce to your other SaaS
applications and on-premise software. Connect your 3rd party ERP and
Finance applications in real-time, automate business processes across
applications such as SAP, NetSuite, and Zuora, and incorporate your
marketing tools to drive your business.
If you are ready to engage with a SaaS integration expert, MuleSoft is here to
help. MuleSoft powers integrations for leading SaaS companies such as such as
salesforce.com, NetSuite, Workday, Intuit, Box and many more.
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................................................................................................................................................
Sarah Burke
SaaS Integration Marketing, MuleSoft
Sarah is passionate about the SaaS market, understanding customer
needs and technology trends. She brings over 4 years experience in
enterprise software marketing to MuleSoft where she is the Senior
Product Marketing Manager for SaaS Integration. Prior to joining
MuleSoft, Sarah held various roles in enterprise software campaign planning, solution marketing, product marketing and analyst relations. Sarah is
an expert in aligning marketing activities to the customer buying process.
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