Three Ireland streamlines data integration with MuleSoft, empowering reps and enhancing customer experiences.

Challenge

Keeping customer data up to date

Three Ireland is the country’s largest telecommunications provider and operates the country’s best network. It focuses on smarter service delivery, automation, and AI readiness.

To service thousands of B2B customers, sales and service teams rely on Salesforce for proactive, data-driven support. Each night, customer data flows from Three Ireland’s data lake to Salesforce to ensure reps have the latest insights at their fingertips. But the company’s legacy, on-premise ETL (extract, transform, load) tool was slowing things down, with data jobs taking up to nine hours and sometimes requiring manual intervention.

Objectives

Ensuring seamless data flows

Three Ireland had three key objectives in implementing a new integration solution:

• Empower sales and service reps with the latest customer data via fast and seamless data flows
• Enable real-time integrations to support future initiatives and meet long-term business requirements
• Adopt a cloud-native solution that increases scalability and stability.

Solution

Providing sales and service reps with current customer data

Three Ireland, in partnership with its internal long-term managed services provider, implemented MuleSoft as its new integration solution. Three's internal managed services provider manages MuleSoft daily, ensuring jobs run efficiently and reliably. Together with Salesforce Premier Support, Three Ireland and its internal managed services provider collaborate to share knowledge and identify new use cases.

MuleSoft now powers Three Ireland’s critical ETL processes, syncing customer and product data from its data lake to Salesforce CRM. This includes updates such as mobile plan changes, add-on purchases like insurance or data bundles, and changes to contact details. Sales and service reps begin each day with the latest customer insights, enabling more informed, personalized support.

MuleSoft also updates the master catalog every two weeks, rapidly processing millions of data rows, and backup times have dropped from 30 minutes to just eight with MuleSoft. “The faster ETL processes reduce pressure on resources, in particular the load on our IP networks,” explained Barry Mulvin, Senior Enterprise Architect at Three Ireland. “While enhanced error handling and monitoring increase operational efficiency.”

Supporting strategic new initiatives with real-time integration

With its original challenge addressed, Three Ireland is now expanding MuleSoft’s use to support strategic initiatives. Next, it plans to integrate its campaign management platform in real-time, enabling faster, more targeted marketing campaigns.

MuleSoft’s powerful integration capabilities will also provide the foundations for future IT initiatives, including AI-powered innovations and platform upgrades.

Results

Delivering long-term strategic value

By delivering customer data to sales and service reps faster through MuleSoft, Three Ireland empowers its teams to have more informed conversations and offer relevant, personalized services, which enhances customer experiences.

MuleSoft will also provide strategic value to support Three Ireland’s future growth. Its powerful integration capabilities make it easier to adopt new technologies and AI-powered initiatives. “MuleSoft delivers long-term strategic value,” said Mulvin. “With a cloud-native solution, we’ve eliminated our reliance on aging hardware and can scale effortlessly to meet business needs. We have an excellent working relationship with the team at MuleSoft and look forward to exploring new use cases in the future.”