Service Cloud integration with existing Sage ERP system
Successful implementation of the Salesforce Service Cloud for faster processing of customer and product transactions in compliance with strict regulatory requirements in the field of ophthalmic diagnostics. The existing ERP system was then integrated into the new system over several stages.
Heidelberg Engineering develops sustainable solutions for ophthalmology that enable physicians to improve patient care. As a technology leader in ophthalmology, the company supports the resilience of diagnoses through its high-quality hardware and software products, as well as through educational resources.
The increase in the synchronisation interval was a key milestone for us, without which we would not have given approval for the go-live of the Service Cloud. The interface optimisation surpassed our expectations and has contributed significantly to the up-take of the system.
- The existing ERP system (SAGE) had to be adapted to the requirements of the Service Cloud
- Insufficient integration of customer master data, customer transactions, assets and sales data from the ERP system into Salesforce
- Long runtimes for data transfer (up to 8 hours)
- No short-term availability of changed or newly entered transaction data despite large data volumes
- Use of Talend Open Studio for Data Integration as integration platform
- Three-stage interface concept to improve performance
- Control of the interface from Salesforce via custom metadata
- Custom object for monitoring interface activity
- Reduction of interface runtimes from 8 hours to < 1 hour
- Real-time availability (updated every half-hour) of the most important customer master, product master and transaction data (i.e., offers, cases, documents)
- Transparency of interfaces and possible errors in Salesforce
- Improved interface control directly from Salesforce
- Implementation of interface monitoring in Salesforce
Initial situation & challenges
Long data transfer times, lack of interface monitoring, ERP integration
The customer had already integrated their Sage ERP system into the Sales Cloud, but the integration had to be adapted to meet their specific needs (Service Cloud features)
Using the existing architecture would have led to runtimes of up to 8 hours. What was required was a structural redesign. First, we created a unidirectional interface from Sage to Salesforce. The data objects in the scope included: Accounts, Products, Cases, Opportunities, Quotes (PDF), Orders, Line Items, Price Books, Assets.
Introduction of an integration platform, interface management and monitoring
At the beginning of the project, we carried out an analysis of the existing architecture. From this, all the data that needed to be integrated, as well as current and potential sources of error, were identified.
Next, the single-stage framework was developed into a multi-stage one (i.e., half-hourly, daily, weekly).
In addition, interface monitoring was implemented in Salesforce.
Faster runtimes, higher transparency of customer data, better interface administration
Splitting the interface into three cycles led to a much higher transparency of customer and customer transaction data between the ERP system and Salesforce. Runtimes could now be reduced from 8 hours to less than 1 hour.