The Ultimate Guide to Salesforce Integration - Dell Boomi · e-book | The Ultimate Guide to...

The Ultimate Guide to Salesforce IntegrationQuickly Connect Salesforce to Drive Efficiencies and Insights

The Ultimate Guide to Salesforce IntegrationQuickly Connect Salesforce to Drive Efficiencies and Insights

3e-book | The Ultimate Guide to Salesforce Integration

Table of Contents3 Integration for Salesforce:

More Data, Better Data for Faster Insights

4 PART 1 10 Tips for Salesforce Integration

15 PART 2 Salesforce Integration Checklist

21 PART 3 Salesforce Integration for Healthcare, Financial Services and Retail

28 PART 4 Use Case | Publish/Subscribe Hybrid Architecture with Azure Service Bus and Boomi

32 PART 5 Use Case | API Management and Integration for On-Demand Data

35 Boomi for Salesforce Integration



Integration for Salesforce: More Data, Better Data for Faster InsightsSalesforce is a revolutionary information platform. It is even better with integration.

On its own, Salesforce can dramatically improve how companies run their sales operations, support their customers, and provide products and services to a market.

With integration, organizations make Salesforce more valuable through data. By tapping into a native-cloud, low-code integration platform like Boomi, businesses can automate manual data management tasks, ensure far more accurate data, quicken business workflows, and provide much greater operational visibility to an organization.

Through integration, you can connect Salesforce to other critical business applications for enterprise management, finance, human resources, operations and logistics.

Integration enables workflow automation, building on Salesforce data and linking it to other data sources and operational areas.

Integration speeds Salesforce adoption within your organization by seamlessly delivering essential data into the platform, eliminating many manual data management tasks, automating workflows and ensuring data quality.

By integrating Salesforce with other applications, APIs and resources, you make Salesforce even more valuable to your employees and your organization.

The following guide offers a wealth of ideas and insights for planning your Salesforces integration projects.

Ready to get started?


10 Tips for Salesforce IntegrationStarting a new Salesforce integration project? No worries!

Check out our tips for planning your next Salesforce integration project.

PART 1

e-book | The Ultimate Guide to Salesforce Integration


If you’re switching to Salesforce from another CRM, the first thing you’re going to do is migrate your data. You’ll export data from your old CRM and import it into Salesforce.

Transfer only what you need. If there is data that is no longer relevant in your old system, there’s no point in transferring it to Salesforce, where it will take up storage space and make relevant data harder to find.

The most important thing to know about data migration is that it’s simply a first step. It prepares you for using Salesforce, but it doesn’t set up your organization to get the most from Salesforce. That requires integrating with other applications.

Migrating data is like putting gas in a car. It enables the motor to start. But the data is still idling. The car remains in park.

Integration is how you put that data in motion, delivering it to other users and business systems for better insights and faster processes.

Integration How-ToData migration is typically done with a bulk data transfer. The transfer copies data from your old CRM system and loads it all at once into Salesforce.

To support long-term growth and business improvements, you’ll need a data integration platform that does more than just bulk data transfers.

An integration platform should support application integration, workflow optimization, API management, data management and other key features described in this eGuide.

Inevitably, you’ll want to bring more data into Salesforce. And you’ll want an integration environment that can easily support your data needs as your Salesforce integration evolves.

Think Beyond

Data Migration

1


You’ve got your CRM and sales data loaded into Salesforce. Now you’re ready to begin integrating Salesforce with your other business systems. That’s how you’re going to extend the value of Salesforce across your organization, making the most of all the wealth of features in the industry standard for CRM.

Our advice? Start small. Don’t rush into any integration project that is too complex.

We recommend starting with a simple point-to-point integration, connecting Salesforce to just one other application. Many Salesforce customers start with a quote-to-cash integration.

A quote-to-cash integration exports a sales quote from Salesforce into an ERP system such as SAP or an accounting platform such as NetSuite or QuickBooks. Using data from this integration, your ERP or accounting platform can generate an invoice and record payments based on a quote issued in Salesforce.

A quote-to-cash integration is a practical first step to expanding your organization’s use of Salesforce. It begins to automate the most basic workflow at the heart of Salesforce: closing a sale.

Integration How-ToLook for an integration technology that makes it easy to connect Salesforce to your other key business applications.

An integration platform that includes ready-to-use connectors for popular applications such as NetSuite, Oracle, QuickBooks and SAP saves you the trouble of hiring programmers to develop these connectors from scratch.

While focusing on a single project, you should also assess the integration tool on its ability to scale and provide an array of integration capabilities. That way, you can easily grow the scope of your projects as you gain experience.

And with a true cloud-native, multi-tenant integration service, your pricing can easily scale with your usage.

Start Small2


When developing a roadmap for Salesforce integration, it’s important to recognize the unique strengths of each of your business applications.

Salesforce is a best-in-breed platform for CRM and sales management. Your organization probably has other specialized applications for accounting, inventory management, human resources management and logistics.

You might be using Salesforce for CRM, QuickBooks for accounting, and Workday for HR. Or Salesforce for CRM, Oracle for accounting, and SuccessFactors for HR. Or some other combination of applications, each selected to serve a certain purpose.

In planning your integration, recognize that each of your applications has its own strengths and weaknesses.

You’ll want to continue to use each application for what it does best. By taking a best-of-breed approach, integration can build on the strengths of all your applications — speeding businesses processes, ensuring data consistency and automating workflows.

Integration How-ToLook for a flexible integration platform that works with all the applications you have. It should let you select the best features of each.

Your integration platform should also be to quickly connect any cloud applications or services, while being equally adept at working behind firewalls and support legacy, on-premise systems.

Critically, it should support your strategy to adopt best-of-breed applications, using integration tools to orchestrate the flow of data among these systems.

Adopting a best-of-breed philosophy increases the return on your IT investments and reduces user frustrations.

Build on the Strengths

of Your Applications

3


Your Salesforce users know what they need.

They know what they’re missing, and they have ideas for how connecting applications and accessing data can improve productivity and efficiency. And they know how your business processes work.

Talk to your Salesforce users and get them involved.

Ultimately, Salesforce needs to work for your teams. If not, your employees will not readily adopt Salesforce.

Integration gives business users the opportunity to fill in the blanks for their everyday work. Through integration, data from one application can automatically populate data fields in Salesforce.

Integration eliminates the need for copy and paste. With integration, organizations can consolidate data, streamline procedures, and reduce busywork. The actual users of these processes will be able to tell you exactly what works and what slows down their productivity.

Let business users guide your integration strategy, so they can eliminate their repetitive, manual data tasks.

Integration How-To

Because business users know what they’re looking for, it makes sense to give them a development tool that lets them design integrations and customizations themselves.

A low-code approach with a drag-and-drop interface helps business users to serve themselves, while ensuring that data integrations and data access remain under the control of the greater organization.

Low-code development — favored by most business users and made popular by companies like Salesforce and Boomi — eliminates the extensive time required to create and manage legacy and hand-coded integrations.

With a modern integration platform, developers are freed to focus on more complex and strategic design and development projects, while businesses gain oversight, efficiency and productivity.

Talk to Your Business Users

4


Once you’ve identified the best application for each business function, note which application should serve as the “system of record” — the definitive source for each type of data.

For example, Salesforce will serve as the system of record for customer data. Your accounting application will likely serve as the system of record for invoices, receipts and financial statements.

As your Salesforce usage matures, you will want to implement a master data management (MDM) system. With MDM you will be able to consistently define and govern your critical data to create a single point of reference, a “golden record.” MDM is the way you can ensure your systems of record are populated with clean, non-redundant and up-to-date data.

But even before you implement an MDM system, it’s good to note which application or system will be the official source for a given type of data. Once that is in place, you can then use MDM to ensure all applications defer to the data in your golden records, guaranteeing all employees have the same accurate view.

Integration How-ToIntegration involves moving data from one system to another. Often that data is transformed or combined with other data.

To ensure that all your systems and users are always working with the most current and authoritative data, it’s important to design your integration processes so they do not undermine any system of record.

If your integration platform supports MDM, then you can implement MDM practices along with mapping integrations and automating workflows.

A comprehensive integration platform with MDM spares you the trouble of learning and managing a separate application dedicated to MDM.

You will also have a clear, one-stop view of all your integrations and how they interrelate, making MDM development even easier.

Lay the Groundwork

for Master Data

Management

5


Now that you have identified the best applications for each part of a business process, you can begin designing workflow automation.

Ask yourself how data moves through your organization. What data is needed by which people in order to take a specific action or make a specific decision? Then ask how that data and those actions involve Salesforce.

For example, if Salesforce is going to be the system of record for customer information (including customer addresses and phone numbers), ask how that information should be distributed to other systems and departments.

Ask also how information from other departments could be used in Salesforce.

For example, should salespeople be notified right away when a product is shipped to a customer? Can that information automatically appear in Salesforce through data integration, rather than requiring a salesperson to log into a different system with shipping records?

How can information about orders, customer support tickets and other data move from one system to another, reaching decision-makers quickly and keeping the right people informed?

Integration How-To

As you map workflows, you will probably discover that data is needed in multiple places. For example, the accounting department needs customer address information to issue invoices. Your shipping department likely would also need that same information.

In some cases, data can be transferred or updated on a regular schedule, such as a batch process that runs every night.

In other cases, data will need to be transferred real-time or near real-time. For example, a customer service agent opens a service ticket for a customer. That ticket should be added to the customer record in Salesforce so the whole organization has an up-to-date, complete view of the customer.

For each workflow, note which data integrations require batch operations and which require real-time or on-demand operations.

Map Out Your Business Processes and Workflows

6


Batch integrations are data transfers that occur on a cadence. The cadence could be hourly, daily, weekly, monthly or at some other time interval.

At some predefined interval, the integration service checks to see if something has changed. If it has changed, the integration service takes action, such as copying data into or out of Salesforce.

A batch integration might check to see if new qualified leads have been created in a marketing system. If so, the batch services will copy those leads into Salesforce, creating new records.

Or a batch integration might check to see if something changed in Salesforce. If it has, then the integration service will update some other system, such as an ERP system or marketing platform.

In most companies, batch integrations make up about 70 percent of the integrations involving Salesforce. It’s likely your organization could benefit from batch integrations that streamline operations and improve data consistency across applications.

Integration How-ToThink about how data changes in your organization and how that data affects Salesforce.

What data outside of Salesforce should trigger updates within Salesforce? And when data in Salesforce changes, what other applications and services should be updated?

For each of these relationships, note the interval at which these updates should occur.

Updates should be timely, but scheduling should be practical. Unless data is mission-critical, there’s no need to check for changes every hour if the data is liable to change only once or twice a week.

Be sure to look for an integration technology that supports any type of batch integration. It should also offer performance capabilities to easily manage large batch data updates or complex schedules.

Use Batch Integrations to Get Your

Organization in Sync

7


In addition to batch integration, Salesforce supports real-time integration and on-demand integration.

A user clicks a button in Salesforce, and that triggers a real-time integration workflow to retrieve data from another system. For example, an account representative wants real-time information about a product shipment to a customer. She clicks a button, and an integration retrieves the latest data from an ERP system.

Outbound messaging can provide an immediate view of the customer in Salesforce, even if the data doesn’t reside in Salesforce.

A full-featured integration platform can help teams quickly build and manage outbound messaging routines. Instant updates bring far more agility to a distributed workforce.

This makes it possible for your employees and partners to always have the latest information in one place.

Real-time integration spares users the need to get information through other, more time-consuming ways, such as sending email and waiting for a response or manually logging into multiple systems.

Integration How-To

Salesforce has its own development platform and programming language for real-time or on-demand integration, know as Apex. Salesforce Apex integrations require writing custom code.

For multiple integrations, many Salesforce customers find it preferable to adopt a low-code approach that does not involve writing code in Apex.

A low-code approach helps business users quickly configure on-demand integrations without the help of software developers, the IT department or expensive consultants.

In addition to Apex, Salesforce also offers integration APIs for bulk data transfers and event-based transfers. Recently, Salesforce also added Platform Events for event-based integration.

A robust integration platform should support all these options while also providing built-in connectors, API management, MDM support, and other features for streamlining integrations and improving data quality.

Add Outbound Messaging or Platform Events for Instant Updates

8


If your organization has adopted other SaaS applications besides Salesforce, you’ll need an integration technology that works well with cloud-based software.

Of course, most organizations have many applications, databases, and other IT resources on-premise, too. It’s also vital to be able to seamlessly connect to those legacy data sources.

While Salesforce is a leader in cloud-based computing, critical data for Salesforce can just as likely come from legacy, on-premise applications.

So an integration plan for Salesforce should also consider the best mechanisms for managing both on-premise and cloud integrations across a hybrid IT infrastructure.

Cloud adoption should not hamper your integration strategy, and your integration strategy should not hamper your cloud adoption. In all cases, you should assume you’ll need to access data from the cloud (from within your data center) and possibly from your partner’s legacy systems.

Integration How-ToYou want to avoid having to deploy two separate integration platforms: one for the cloud and one for on-premise. Doubling platforms increases costs and complexity.

Most importantly, the integration environment should be seamless between cloud or on-premise. Same interface, same tool. This provides “economies of skills” and greatly streamlines integration tasks while lowering costs.

A comprehensive integration platform should meet all your integration needs, whether in the cloud, on-premise or in hybrid configurations. If Salesforce can’t easily integrate with a data source, your organization won’t be able to use it to its full potential.

Don’t Forget Your

Legacy Data

9


Getting data into Salesforce is only half the value of integration. Once consolidated and organized in Salesforce, you are then free to explore all kinds of reporting and analytics options.

A “single pane of glass” dashboard makes assessment and analysis a one-step process.

By integrating other business systems with Salesforce, you make it easier to generate operational snapshots using Salesforce Analytics or custom reporting within Salesforce.

Figure out which data from which sources you need, then use your integration platform to connect those sources to Salesforce. This way, you will be able to build the exact report you need for a comprehensive view of a given part of the business.

Also, determine the frequency for reports. Does the data need to be fed real-time for up-to-the-minute views? Or only periodically updated through a batch transfer?

Integration How-To

An integration platform can help expand on Salesforce reporting capabilities by allowing you to create more complex, customized reports or to build a local, on-premise repository for different types of reports to feed other applications.

Modern, low-code integration makes it easy to grab the data you need to drive Salesforce Analytics and other Salesforce-related dashboards.

Whether the data you are collecting is in the cloud, on-premise or accessed via mobile devices or social apps, an integration platform can sync Salesforce data in real time to provide the kind of insights and visibility needed by your organization.

Think About Your Insights

10


Salesforce Integration ChecklistTo help you plan and manage your Salesforce integration, we have put together this checklist of important issues for you to consider with any Salesforce integration project.

PART 2



As with planning any project, your Salesforce project starts with the people involved. Be sure to account for the owners and users of the applications and data. Find out how their insights and perspectives shape the business needs and technical requirements for the project.

Identify who owns and uses the applications and the data involved in your integration project

Ȫ How might their usage of the applications and data have implications for how you plan the integrations?

Ȫ What limitations are they running into with their applications?

Ȫ How might your project change the way they use their applications and data?

Identify who is responsible for managing the data

Ȫ Are they different than the owners? If so, why?

Understand how you need to control access to the relevant applications and their data

Ȫ Who can change the data?

Ȫ Who can only view the data?

Talk to all stakeholders to understand their business goals

Ȫ What are all the use cases relevant to your Salesforce integration project? How do they relate?

Ȫ Do all stakeholders agree about how you should design and manage your Salesforce integrations? If there are differing opinions, what are they?

Understand your organization’s integration standards and best practices

Ȫ Who manages these programs?

The People


Processes are about how the data flows from one endpoint to another. The endpoints can be applications but could also be various stops along the way for staging, vetting or modifying the data before it moves on to other applications. Map out how your data flows across the organization.

Identify the endpoints

Ȫ Where does the data live?

Ȫ Where does the data need to go?

Map what needs to happen to the data as it travels from one endpoint to another

Ȫ What are the key touchpoints or stops it will need to make?

Ȫ Does the data travel point-to-point or is it shared?

Ȫ In which direction is the flow of data?

Ȫ Will it need some sort of validation, access approval, etc.?

Ȫ Will the data need to be enriched with data from other sources to make the data more useful?

Ȫ When and how is the data reconciled?

Determine the volume, frequency and performance of the delivery of the data required by the various applications

Ȫ Will you be moving a lot of data? If so, when will this need to happen?

Ȫ Do you have seasonal or periodic spikes in data volumes?

Ȫ What performance requirements will there be for the data?

Ȫ How frequently does the data need to be updated? Real-time/near real-time or batch updates?

Establish what should happen if there are errors or problems during the integration

Ȫ Who should be notified for different types of errors (data quality, network performance, etc.)

Account for the security, risk and compliance needs for the data as it travels inside and outside the organization

Ȫ Does the data need to be PCI-compliant, HIPAA-compliant or meet other standards?

The Processes


Applications are at the heart of any integration project. This is where work gets done. And a Salesforce integration project is no different. Take your time to understand the applications being integrated, their needs, and how they interact with each other.

Identify the applications involved

Ȫ Where do your applications live?

Ȫ How do they need to be connected?

Understand how each application might be dependent on the functions of other applications

Ȫ When and how does one application need updates from other applications?

Ȫ Which application is the process driver?

Ȫ Are the applications on-premise or cloud-based? How will these different kinds of applications need to interact?

Identify which applications are centralized or which are distributed

Ȫ Do you have different sets of applications performing the same functions across the organization (varying by regions or departments)?

Ȫ Will you need to deal with variables among the same types of data, such as different currencies or regional pricing?

Define the access controls you will need for each application and its data

Determine what rules you will need to guide how updates happen among all the applications

Ȫ Are there any non-permitted actions?

Ȫ Who is in charge of the updates?

The Apps


Ultimately, it’s all about the data. This is the information that people need. Applications exist to provide data in the most useful way. To do their job, applications need the right data at the right place and at the right time.

Determine all the data that is associated with each application

Ȫ Is this data shared or similar to the data for other applications? If so, how?

Ȫ For each type of data set, which application is the system of record?

Ȫ How is the data currently reconciled?

Ȫ Who owns the maintenance of these data sets?

Ȫ Where do you run risks of duplicate or conflicting data?

Determine the structure of the data for each application

Ȫ Is there a hierarchy or other structure to how the data interrelates?

Ȫ What are the fields, primary keys, data types and validation rules?

Ȫ Is there a hierarchy or dependencies between different records?

Ȫ How does the structure and identification of the data vary among the applications that will share the same data?

Ȫ Are the data fields and data labels consistent and appropriate for all application interactions?

Assess data quality

Ȫ How clean and consistent is the data?

Ȫ Will you need to consolidate or reconcile data before integrating?

Ȫ Will some data require a one-time migration or ongoing synchronization?

The Data


While Salesforce integrations share common issues with other data and application integrations projects, they also have plenty of specific requirements and support needs, particular for cloud integration. Assess these requirements upfront to understand how you should prepare and if you have the in-house expertise or might benefit from the help of an experienced systems integrator.

Determine if your company has a cloud strategy

Ȫ If so, what is it?

Ȫ How will your project need to fit into that strategy?

Ȫ Who is responsible for ensuring cloud management best practices?

Ȫ How does your organization monitor cloud functions?

Determine your Salesforce expertise

Ȫ What staff, tools, systems and processes are already in place for structuring your Salesforce project?

Ȫ Do you have the in-house staff to make best use of Salesforce Connect and other Salesforce technologies?

Ȫ What external resources or consultants might you need to carry out your project?

Understand the specifics of your Salesforce edition

Ȫ What optional features or fields have you enabled in your Salesforce account?

Ȫ Have you added custom fields to objects to help maintain “state” information and help identify external applications accessing Salesforce?

Understand the customizations your organization has implemented in Salesforce

Ȫ Are you using custom fields and record types, validations and required fields, or scripting and workflows?

Ȫ How might these need to be accounted for in the integration plan and design?

Ȫ Do you need to view external data without replicating it in Salesforce?

Ȫ Do you have very large amounts of data to import or export with the Salesforce Bulk API?

Ȫ Do you have specific, quick integration tasks (such as near real-time order status updates) that could benefit from custom Salesforce Apex call invoking published APIs?

Ȫ Do you have event-based use cases that could benefit from Salesforce Outbound Events or Platform Events?

Understand the integration project’s licensing implications for your Salesforce account

Ȫ Will you use a separate, dedicated Salesforce user for the integrations?

Ȫ Will you need additional Salesforce licenses to support concurrent connections for high volume throughput and parallel processing

Your Situation


Salesforce Integration for Healthcare, Financial Services and RetailExplore integration considerations and examine use cases for key Salesforce markets.

PART 3



Transform healthcare by bringing data together in Salesforce Health Cloud to improve patient engagement and data management

Through a modern, cloud-based integration platform, organizations across the healthcare ecosystem can connect Salesforce Health Cloud to electronic health records (EHRs), billing systems, clinical systems and payer systems to create a unified view of patient interactions.

With comprehensive insight into each patient, providers can deliver more timely and effective care, payers can process claims more efficiently, and life sciences companies can ensure that clinical trials are focused on the right patients, whose histories and conditions are fully understood.

A modern, low-code integration platform makes it quick and easy for healthcare organizations to integrate Salesforce with applications for enrollment, billing, electronic health records, and EDI partner networks.

Integration coupled with master data management provides the necessary control of data quality. MDM ensures that aggregate views of patients, providers and clinical trial participants are accurate and up-to-date.

Integrating your key data and systems of record into Salesforce Health Cloud ensures healthcare organizations are ready for the next generation of advances in medicine — advances that include broader use of use of smart devices, mobile apps, telemedicine, precision medicine and patient-centered care.

Salesforce Integration BenefitsGive providers a single view of patients with up-to-date comprehensive historiesThrough integration with EHRs and other clinical systems, Salesforce Health Cloud can serve as a master record of all patient data, ensuring that providers have a comprehensive view of each patient being treated. Gaining a unified view of the patient helps providers deliver more effective care and eliminates time-consuming tasks, such as logging into multiple systems to find patient records.

Give payers a comprehensive view of patients and their claims dataIntegrate Salesforce Health Cloud with payer and payer partner data for claims, post-service engagement surveys, medication data, and even clinical data. Provide a superior customer experience for payers. And combined with MDM, you can crosslink all claims data against capitated payment goals.

Improve patient engagementBy integrating Salesforce Health Cloud with mobile apps, web apps, and smart, Internet of Things devices, providers can improve patient engagement while collecting and sharing healthcare status, recommendations, and results in real time.

Gain a complete view of patients in clinical trialsBy integrating Salesforce Health Cloud with key data, life sciences companies and other research organizations can better collect and manage data from tracking applications, including information related to quality control, pharmacovigilance and IoT devices. With integration in place, Salesforce can provide a complete view of the trial process, aiding in the development of precision medicine.

Salesforce Integration for Healthcare

Healthcare


Anticipating a dramatic increase in patient referrals due to new state legislation, a behavioral healthcare provider needed a scalable way to manage patients, staffing and billing.

It also needed to ensure all its data and applications would be secure and HIPAA-compliant.

Using Boomi iPaaS, the company integrated Salesforce with AthenaHealth EHR, NetSuite ERP, and NetSuite OpenAir, NetSuite’s professional services automation platform.

Through these integrations, the healthcare services provider achieved compelling results for patient care, revenue and compliance.

Salesforce integration delivered:

Ȫ Reduced paperwork, more time with patients

Ȫ Improved data quality, improving insights into patient data

Ȫ Increased revenue, providing more resources for services

Ȫ Improved customer/patient experience

Ȫ Greater operational efficiency

Ȫ Compliance with HIPAA

Case Study: Salesforce Integration for a U.S. Healthcare Provider

– IT Executive at U.S. Behavioral Healthcare Provider

The real benefit of having Dell Boomi as part of this architecture is we have the flexibility to take best-of-breed components for the use cases we have — we don’t have to rely on one single solution.

We have the flexibility to use AthenaHealth for electronic medical record management, the claims billing revenue cycle management and the patient portal.

And for customer relationship management, we use best-of-breed Salesforce.

Healthcare


Financial Services

Gain a holistic view of customers and tailor your services across channels

The financial services industry is undergoing a dramatic transformation. Both consumers and business customers are switching from in-branch and call center interactions to mobile and online channels. Branch offices are being reimagined with an emphasis on efficiency and customer experience. Consumers and business customers expect a seamless hand-off across all channels, old and new.

At the same time, fintech start-ups are inventing new product categories and services, bringing further pressure on incumbents to drive digital transformation.

Salesforce integration makes it possible for financial services organizations to support omnichannel strategies and achieve the comprehensive, up-to-date view of customers required for success in this increasingly competitive market.

Integration connects Salesforce to core platforms, payment systems, branch applications, customer service systems, web portals and published APIs. Integration with Salesforce provides the critical 360-degree view of the customer required today in banking, financial services, and insurance.

Using a total view of the customer, financial services organizations can drive sales and marketing campaigns that support omnichannel strategies and optimize customer journeys.

Through Salesforce integration, organizations can collect customer data that had been isolated in application silos while improving data quality and operational efficiency.

Using low-code integration tools, business units can quickly connect applications and build workflows without lengthy development projects. Even non-technical business analysts can create integrations without help from IT.

Low-code integration features include a drag-and-drop interface, ready-to-use connectors for a vast range of applications, intuitive crowd-sourced AI for configuring connections between popular applications, and workflow automation to guide data through the entire integration workflow.

Salesforce Integration BenefitsGive bankers, agents and certified financial planners comprehensive customer insights

By integrating all customer applications and centralizing customer records in Salesforce, organizations can ensure that any employee, agent or automated application interacting has full access to all the interactions the customer experienced with your company.

Access to complete customer data helps employees, agents, and applications deliver the best possible service. Better customer data also helps with carefully targeted cross-selling.

Publish APIs securely for business partners and financial aggregators Financial services organizations need to securely publish and manage APIs to support innovations provided by third parties (such as personal financial management (PFM) offered through aggregators) and to comply with industry regulations such as PSD2. With API management, organizations can merge outside information and analysis with the core sales and customer information consolidated in Salesforce. Such a centralized, dashboard view offers broader insights and faster decisions, reducing the need to search for relevant information.

Improve retail operations Integrating Salesforce with branch applications helps organizations monitor brand operations and ensure that customer interactions provide a centralized 360-degree view. Leverage your investments in mission-critical systems of record with connectivity to new cloud, fintech, mobile and social applications. Using Salesforce as the hub, you can integrate new and old systems at a fraction of the time and cost of traditional integration.

Salesforce Integration for Financial Services


Financial Services

Teachers Mutual Bank (TMB) is using Boomi as part of its multi-year, multi-million-dollar digital transformation strategy.

Founded in 1966, TMB is now one of Australia’s largest mutual banks, with over 186,000 members and more than $6 billion in assets.

By using Boomi to integrate Salesforce and other key applications, the bank is better able to compete against Tier 1 banks and grow its accounts in highly competitive markets.

TMB has used Boomi to create a flexible, enterprise-wide data environment that links its core customer management system and extensible services layer with its internal processes. This integration, which includes centralizing customer records in Salesforce is helping the bank quickly and easily capitalize on new technologies, including innovations in fintech.

For example, using Boomi, TMB has engaged with Spriggy (a prepaid Visa card for children controlled through a mobile app) and is considering integrating with financial manage applications that will deliver additional secure, customer service capabilities to its members.

The automation capabilities of the Boomi platform have reduced the bank’s operating costs. And the bank expects cost savings to increase significantly as TMB further harnesses Boomi to integrate Salesforce into its core banking systems and processes, including planned integration of business process management toolsets to streamline banking operations.


Ȫ Support for providing an omnichannel, mobile-first customer experience

Ȫ Far greater speed and agility to merger and expansion activities

Ȫ Reduced time-to-market to launch new services with fintech partners

Ȫ Projected ROI of more than 400 percent in three years

Case Study: Salesforce Integration for Australian Bank

– David Chapman, Chief Information Officer, Teachers Mutual Bank

When we kicked off our long-term digital project, it was clear that mobile platforms were going to be the prominent platform of choice for our members’ interactions with the Bank.

In particular, we correctly anticipated that integrating best-of-breed apps from third-party developers would provide the best platform to deliver omnichannel experiences on customers’ terms.

Once we modernized our environment through the introduction of these best-of-breed apps, we needed the critical component to tie all that data together.

We selected Boomi for its powerful cloud-based and user-friendly integration software, so that we can ensure all data is accurate and up-to-date no matter where it is accessed.


Retail

Gain a 360-degree view of the customer to grow sales and improve loyalty

Integrating Salesforce with key applications and data across a retail organization can deliver the all-important 360-degree view of the customer.

With comprehensive insight into each customer, retailers can market and sell more effectively across all channels, discover trends and opportunities, and deliver the best possible experience at every customer touchpoint.

Retailers achieve this 360-degree view by integrating Salesforce with inventory systems, billing systems, shipping centers, customer support and call center systems, ecommerce platforms, point-of-sale systems, and other applications and APIs across the enterprise.

Low-code integration enables retailers to quickly and cost-effectively connect Salesforce to applications on-premise or in the cloud. Low-code features, such as ready-to-use connectors and a drag-and-drop interface, make it possible for business analysts and other non-technical users to build Salesforce integrations so they can get the data they need.

Through integration, retailers can make the most of Salesforce, creating a comprehensive system of record for customer data and bringing a 360-degree view of the customer to employees.

Salesforce Integration BenefitsQuote-to-cash made easyA low-code approach to integration makes it easy to build point-to-point integrations, such as integrating Salesforce with ERP systems like Salesforce or accounting packages like QuickBooks. Retailers can quickly connect Salesforce quotes to financials, so that orders are reflected accurately in both systems and payment data is process promptly.

Fine-tune marketing automation Retailers using third-party marketing automation applications can prime those systems with the latest customer data from Salesforce, ensuring that workflows and product offers are tailored to individual customers and their progress in a sales cycle.

Deliver in-store updates Integrating Salesforce with marketing automation systems and in-store Wi-Fi systems helps retailers deliver real-time promotions based on customers’ purchase histories, preferences and geolocation. Retailers can also integrate location-specific technologies and IoT services.

Keep sales and customer service in sync Ensure that customer service agents have the latest customer purchase records, so that when customers call or chat, agents have the data they need at their fingertips. When tickets are opened or closed, notify account managers automatically so they always know the status of their accounts.

Turn salesforce into the master record for customer data Apply master data management policies to Salesforce data, consolidating and standardizing customer records in Salesforce and synchronizing customer data across other applications and services. Turn Salesforce records into the “golden records” for customer data across the enterprise.

Salesforce Integration for Retail


Retail

Blackbird Vineyards uses Salesforce for its CRM, Microsoft RMS as a point-of-sale system at its Ma(i)sonry’s tasting gallery, and Ewinery Solutions’ WebLink as an ecommerce system on the vineyard’s website.

With its business growing, Blackbird Vineyards management had to track sales through all three systems, making it difficult to get a unified picture of product sales.

In addition, Blackbird wanted to differentiate sales across its brands — Blackbird wine sales via the website and point-of-sale (POS) purchases at its tasting gallery, as well as collective winery partner sales and on-site art and design sales in its gallery store.

Without an integration tool, Blackbird was spending hours of manual work to combine the data from these disparate systems.

Echo Lane, a San Francisco-based professional services firm, recommend that Blackbird integrate its systems using Boomi. By relying on the Boomi integration platform rather than embarking on a complex custom-coding integration, Echo Lane was able to complete Blackbird’s Salesforce integration in just four weeks.

The integrations are now helping Blackbird more fully leverage its Salesforce platform to gain better insights into customers and better differentiation across brands.


Ȫ Ecommerce, brick-and-mortar and wholesale sales unified on one system

Ȫ Better reporting consolidated in Salesforce, with differentiation across brands and time stamping to track workflows

Ȫ Improved marketing effectiveness from comprehensive, consolidated order histories

Ȫ True 360-degree view of the customer

Case Study: Salesforce Integration for a U.S. Wine Retailer


Use Case Publish/Subscribe Hybrid Architecture With Azure Service Bus and Boomi

PART 4



Publish/subscribe architectures are nothing new. In fact, this messaging exchange pattern was codified in the 2003 book, Enterprise Integration Patterns by Martin Fowler, Gregor Hohpe, and Bobby Woolf four years before Apple unveiled the first iPhone.

The Modern Enterprise Integration ProblemMore than ever, businesses are turning themselves inside out from both a business and, increasingly, from an IT standpoint. They are putting more and more core functions in the cloud, well outside of the corporate firewall.

But they still need access to their data. This has given way to the modern integration challenge of how to safely, reliably and securely integrate information from the cloud to many endpoints: whether they be multi-tenant hosted solutions (like Salesforce), single-tenant or private-cloud solutions, mobile devices, and, of course (still), on-premise systems.

Classic Publish/SubscribeLuckily, we can still leverage some of these tried-and-true patterns, with some modern twists and some help from — you guessed it — the cloud. More specifically, the venerable publish/subscribe pattern. What makes the publish/subscribe pattern successful hasn’t changed and is just as relevant today as it was in 2003.

1. It allows us to build an accessible endpoint for our data once and leverage that same endpoint with minimal additional effort for each new data subscriber. (How frequently do we add new cloud services?)

2. It helps us encapsulate system-specific data and behavior using APIs and a canonical data model that hides system details (Useful when we decide to switch cloud providers, legacy app modernization and migrate on-premise apps to the cloud.)

3. It physically decouples the publisher from outages and connectivity problems with subscribers. (Cloud services never go down, right?)

Use Case Building a Publish/Subscribe Hybrid Architecture With Azure Service Bus and Boomiby Rajeev Singh, Practice Area Director, Slalom Consulting and Shane Fisher, Enterprise Integrations Architect, Slalom Consulting

Maximizing your Salesforce investment using a classic integration pattern with a modern twist

Use Case: Publish/Subscribe Hybrid Architecture With Azure Service Bus and Boomi


FULLCUSTOMERRECORD

NEWCUSTOMERID

Publish New Customer ID

CUSTOMERDETAILS

Service Bus

ERPSYSTEM

ODS

1

Boomi ReceivesNew CustomerMessage

2

Boomi Publishes FullRecord to Each Subscriber4

Boomi Queries Salesforcefor Record Details3

Push Queue

SOAP

SQL

RestAPI

ChallengesNow that we know what’s great about publish/subscribe, what are some of its weaknesses when faced with the modern enterprise integration landscape? Let’s start with protocols.

When was the last time your IT security team allowed an inbound JMS (Java message service) connection through your firewall? Putting protocols aside for a moment, how often does IT security allow ANY inbound connections? With the ubiquity of APIs, this dated security policy is starting to change, but unless you’re Netflix, it likely still takes some justification to expose an API to the Net.

Finally, what about hops? No, not the good hops, like in your favorite IPA. We mean, how many hops between systems and intermediaries is too many to facilitate a robust integration? How do you keep track of how many of these hops were successful for each message? How are you tracking lost messages?

These are just some of the challenges in modern enterprise integration landscapes. And this is also where a hybrid solution involving cloud services can help bridge the gap.

The Publish/Subscribe Hybrid SolutionA hybrid solution leveraging cloud services from from Microsoft Azure or Amazon Web Services (AWS) can provide us the best of both worlds: cloud nimbleness with the rigor of established patterns. Those inbound push connections that kept your IT Security team awake at night can be translated to benign pull connections using Azure Service Bus (ASB) as a bridge to your Dell Boomi cloud iPaaS solution.

From that point on it’s business as usual with the message flowing on-premise to your local Boomi Atom (Boomi’s integration run-time engine). Messages can be tracked using document tracking in the Boomi integration platform and message monitoring in ASB.

Figure 1: Publish/Subscribe Flow with Azure Service Bus and Boomi

The flow looks something like this (greatly simplified, of course):



In this example, we’re creating a new customer record in Salesforce; we’re publishing this new customer message to ASB; Boomi subscribes to the new message, also enriching it with other relevant details about the customer; and finally propagates the complete record to an ERP system and an operational data store (ODS), both on-premise. And all without raising a security eyebrow.

Dell Boomi brings some great native features to the table for this solution, such as: document tracking so you can monitor individual documents by their business IDs through the integration; built-in try catches to provide robust error handling; and out-of-box support for the JMS protocol using standard and portable AMQP libraries.

What are some key advantages of this hybrid architecture? The most obvious one is that multiple subscribers can take advantage of the same message, meaning less integration work and quicker time to market.

Second, the built-in guaranteed delivery capabilities of both ASB and Boomi give us confidence that even if our subscriber endpoints are down, our message will be delivered when those subscribers become available again.

We can also protect against running duplicated processes and, as a result, creating duplicate data (ever process a large payment twice?). And we can even reschedule messages for later delivery if we know how long a potential outage condition could last, such as that pesky app that always goes down on Friday at 5 p.m. And because every system gets the same message, the potential for out-of-sync conditions and inconsistent data is greatly reduced. (Side note: This is a great pattern to pair with Boomi’s MDM capability to ensure high quality, reliable data to multiple enterprise applications).

So how do we get here? Let’s recap…

1. Clean House: Organize Your Data With a Canonical Data Model We’ve seen this approach dramatically accelerate business processes. When applications can subscribe to the data they need — and that data is finely tailored to a business use case, operations become dramatically more efficient. For example, we’ve seen a customer’s onboarding process reduced from a couple of days to 15 minutes.

2. Use a Publish/Subscribe Architecture to Distribute Data When organizations adopt Salesforce, they want to make the most of its data. For many enterprises, Salesforce becomes the master record for customer data and possibly contract data. It’s an efficient and economical way of delivering the right data to the right subscriber. Instead of building 20 or 30 point-to-point integrations between Salesforce and different applications, we simply publish from Salesforce and let the integration platform handle transformations based on business rules.

3. Don’t Be Afraid to Augment Your Solution With Cloud Services Most modern enterprise integration problems will require a hybrid solution. Gartner calls this the “Hybrid Information Bus.” Simply stated, plug gaps and blind spots with easy-to-use service offerings from Azure, AWS, Google, and the like.

Complementing Salesforce with a hybrid publish/subscribe architecture is an an excellent way to ensure Salesforce always has the latest data from any legacy or modern cloud system. Most importantly, by using proven techniques in new ways, you can easily combine the wealth of your Salesforce data with other parts of your business.

If you would like to know more about how to get the most from your investment in Salesforce, please contact us at Slalom Consulting:

• Rajeev Singh: [email protected]

• Shane Fisher: [email protected]



Use Case API Management and Integration for On-Demand Data

PART 5



Data is the new capital for businesses looking to invest in digital transformation.

In every industry, companies are becoming software-driven.The way software delivers business value is through data.

Data is what creates customer experiences, whether via an ecommerce application that knows your shopping history or a a car ride service that uses GPS and mobile apps to quickly connect drivers with passengers.

Like any currency, data doesn’t have any real value if it’s locked away, sitting on a shelf. Currencies become valuable when they’re in circulation. This is where APIs and API management comes in.

Through APIs, data becomes a unit of exchange and the standard of interactions as well. It’s through APIs that enterprises can monetize their data.

Learn More About Your APIs to Get More From Your DataOf course, it’s easy to say that APIs are the channel for data monetization, but there are a lot of complexities to think through and resolve. In any enterprise, various systems of record exist — the “data catchment” areas for different business processes.

Today, enterprises have the ability to provide highly-regulated APIs to their data that have stringent access controls. The key to these is in building the API data pathway — from data sources through APIs and business logic to experiences.

Regardless of whether the user is a customer, partner or employee, all these groups need the right data delivered at the right time in the right way.

As enterprises work more with APIs, they are discovering that each API layer offers value. Each layer is distinct. Layers might need different mechanisms for monitoring, access controls and data governance.

By monitoring APIs, enterprises can learn about what’s valuable to their user community. Which APIs functions are called most? Which combinations are called? Which interfaces are never called at all?

Use Case API Management and Integration for On-Demand Data

by Sudhir Kulkarni, President of Digital, Persistent Systems

Harness APIs to expand the data available within Salesforce while gaining greater insights and operational visibility

Use Case: API Management and Integration for On-Demand Data


Enterprises can fine-tune their APIs through this sort of monitoring. In doing so, they’re engaging in a continuous cycle of market research and product development. They’re refining what they offer based on what their user communities are telling them is most valuable.

Enterprises can ask, “Can I make your life easier by providing this to you as a different service? Maybe I can price it differently or provide it in a different way.”

When enterprises reach this point of maturity, they’re no longer looking at API management simply as a stepping stone. Instead they’re looking to derive the next order of benefits from their data.

Salesforce and API Management in HealthcareWith Salesforce, API management and integration, it’s possible to bridge the data silos that prevent organizations from effectively sharing their data with employees and partners.

Certainly, data silos have been a major challenge for the United States healthcare industry. Solving this problem offers enormous benefits for operational efficiency and patient care.

To comply with mandates in the Affordable Healthcare Act, healthcare organizations are adopting electronic health records (EHRs) and new protocols, but interdepartmental communication and coordination remains fragmented. Different departments might have adopted different EHR platforms, or they might have adopted the same platform but are running incompatible releases or protocols. Mergers and combinations of practices have compounded this problem.

This fragmentation has made patient care more difficult. When a hospital or clinic admits a patient, they would like to be able to collect all that patient’s data and also coordinate the activities of all the caregivers responsible for that patient.

But if data systems can’t communicate, coordination breaks down. It’s difficult to automate hand-offs between departments when data in radiology, for example, cannot easily share information with pulmonary care.

It is common in these situations to exchange data through batch data transfers to intermediate data farms. This kind of process might be okay for billing, but many patient care activities need real-time or near real-time information.

As a result, we’re working with healthcare organizations that are solving this problem by using Salesforce Health Cloud as a hub for viewing key patient information.

Implementing Salesforce is the first step. The second step, which is equally important, is to build integrations with all those different EHRs and data systems throughout the organization or at partner organizations.

By using APIs, our customers are replacing overnight batch processes with a real-time data exchange or an event-triggered data exchange.

When different parts of the organization can communicate and when Salesforce can easily access key patient data via APIs, these kinds of improvements become possible. They create efficiency for the providers and payers, and the result is better care and a more satisfactory healthcare experience for patients.

The lessons from our work in healthcare applies to most any industry: APIs are providing a great way to get critical data into Salesforce in real-time, helping build a holistic view of your customers and their interactions with your organization.

If you want to learn more about APIs for your Saleforce data hub, please contact Persistent Systems:

Use Case: API Management and Integration for On-Demand Data

@Persistentsys

Sudhir Kulkarni

[email protected]


Dell Boomi for Salesforce IntegrationDell Boomi makes integration easy.

The Boomi integration platform as a service (iPaaS) dramatically transforms the way an organization connects, creates, manages, and governs its applications and data. By tapping the power of a true native-cloud iPaaS, companies can significantly shorten project times, reduce costs and streamline resource demands.

With Salesforce and Boomi, integration is far faster and much less complicated than legacy approaches. No hardware or software to install or maintain. No coding required. No time wasted.

With everything you need on a unified environment, companies can quickly build integrations, manage APIs, control master data, run EDI communications and automate processes.

The Boomi iPaaS makes it quick and easy to connect any combination of cloud-based applications and on-premise applications with Salesforce.

The platform also includes robust support for MDM, API, EDI, and workflow automation, all based on a unified, low-code development environment. Like Salesforce, Boomi lives in the cloud, delivering high-availability, seamless updates, and industry-leading price/performance.

Boomi is a Salesforce Gold ISV partner and a four-time Leader in the Gartner Magic Quadrant. Today more than 2,000 companies around the world rely on Boomi for their Salesforce integration.

Dell Boomi and Salesforce together help businesses do more with their data.

To learn more about how Boomi can help you get more from your Salesforce investment and drive adoption across your organization, please contact our integration experts.

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