$1M savings on HR systems
85% faster integration
7 month decrease in
Delivering truly connected customer and employee experiences
Over the years, Salesforce — the global leader in CRM — has become one of the fastest-growing enterprise companies in the world. In the process, it has acquired over 70 companies — from Demandware to Tableau. In 2018, Salesforce acquired MuleSoft to deliver on its vision to enable all companies to build a single customer view.
Due to high growth, Salesforce has thousands of systems and massive amounts of data, which is why they had leveraged MuleSoft’s Anypoint Platform™ well before acquiring the company. After the acquisition, the Salesforce team kickstarted an initiative to adopt API-led connectivity. The team wanted to move away from point-to-point connectivity to better integrate systems and data — providing connected experiences to their 150,000 customers and 49,000 employees.
Unlocking and integrating data across the enterprise
To deliver connected experiences, Salesforce focused on:
- Unlocking and surface critical data to create a single view of their employees and automate manual HR processes
- Integrating Salesforce customer accounts with the accounts of acquired companies to build a 360-degree customer view for sales teams
- Creating a foundation that enables IT to more easily integrate future systems and new data as the company continues to scale
Solution and results
Adopting an API-led integration approach to deliver on key objectives
Creating a single employee view and automating manual HR processes
On average, an estimated 200 new employees join Salesforce each week — making it critical to deliver a great, seamless employee experience on day 1. However, the Salesforce Talent team noticed that 36% of new hires weren’t getting all of the necessary equipment in time, which resulted in a 3/5 day 1 onboarding rating from employees.
To transform the day 1 experience, Salesforce needed to connect numerous systems — such as Workday and Lenel — with critical employee data, as well as removing manual processes, such as copy pasting data and waiting for the system to push those updates.
Salesforce used APIs built on Anypoint Platform™ to unlock data and build the New Hire Wizard — a desktop and mobile app that automates onboarding and workplace provisioning by combining data from the Salesforce Platform, Salesforce Marketing Cloud, Workday, Serraview, and over 40 human resource management systems.
After launching the New Hire Wizard, satisfaction with the day 1 experience jumped to a 4.6/5 rating. Additionally, 96% of employees now have their workspace set up on day 1, compared to only 36% previously.
By taking an API-led approach to building the New Hire Wizard, the Salesforce IT team has established a foundation that enables them to reuse APIs for future projects and streamline salesforce integration. As a result, the team has witnessed a 7-month decrease in development time for new HR projects.
“MuleSoft enabled our development teams to build an innovative solution that completely transforms the onboarding experience for new employees.”
Senior Product Manager, Enterprise Integration, Salesforce
Building a 360-degree customer view by connecting data across acquired companies
Since their founding, Salesforce has acquired over 70 companies — leading to massive amounts of data. The Salesforce team made it a priority to better integrate data from acquired companies. More specifically, Salesforce wanted to improve the customer experience and build a single customer view in order to enable sales teams to share leads internally with each other.
“A key factor in any M&A transaction for Salesforce is customer experience,” said Bill Schwidder, Senior Director, Corporate Development, Salesforce. “Ensuring every acquisition provides value for customers and enriches the Customer 360.”
To achieve the above, the Salesforce team built processes to map Salesforce and acquired company customer accounts by aggregating data in a Heroku DataHub. With accounts mapped one-to-one, Salesforce was able to streamline a number of sales processes. Using MuleSoft’s Anypoint Platform, the Salesforce team built tools for current and future acquisitions to mirror opportunities across organizations and pass leads — enabling sales teams to align on account planning and share thousands of leads with their counterparts.
With the help of MuleSoft, Salesforce was able to map over 3.5 billion Salesforce customer accounts with those of acquired companies. Additionally, more than 4,500 leads were internally passed by Sales teams due to MuleSoft’s integration capabilities. And, because Salesforce put a focus on building reusable processes to make the merger process easier for customers and employees, Salesforce has seen a 95% employee retention rate one year post-acquisition.
Establishing a foundation to integrate new systems and data faster
As Salesforce continues to scale, integrating systems and data quickly and easily remains key to delivering on critical business objectives. Initially, developers built integrations across the organization on a project-by-project basis, without paying heed to the long-term vision — making it difficult to quickly integrate new systems and data.
The Salesforce team wanted to turn to API-led integration in order to integrate new systems via reusability. In partnership with MuleSoft, Salesforce built an eight-member Center for Enablement (C4E) — a cross-functional group that includes project managers, architects, integration experts, operation managers, and more.
The C4E helped lead the transition to API-led integration and the move away from point-to-point connectivity. The group defined a roadmap, built KPIs, curated best practices, and developed standards specific to the customer’s needs. They then held workshops across the organization to train teams on how to build integrations with APIs, with a focus on reuse and the long-term vision.
As a result of Salesforce’s C4E, the time it takes for developers to build new integrations has decreased by 85%. Additionally, the Salesforce team built over 141 reusable APIs — accelerating development.
“Our developers can now discover and leverage reusable APIs, avoid duplicative work, and finish innovative projects faster than ever,” said Brandon Grantham, IT Architect, Salesforce.
Salesforce makes connected customer and employee experiences a reality
Every business has data – transformation starts with harnessing value from data that already exists. With MuleSoft, Salesforce was able to adopt an API-led approach to integration, enabling development teams across the company to transform company and employee experiences — from improving the onboarding experience and creating a single customer view for sales to building a foundation that makes it easy to quickly integrate Salesforce and other technologies.
“With the power of MuleSoft and Salesforce technologies together, our teams were able to unlock data across systems, develop scalable integration framework, and ultimately create connected experiences for our customers and employees alike.”
Director, IT M&A, Salesforce