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Project Name

Optimized Operational Excellence in the Healthcare Industry: Real-Time Salesforce and SAP Integration through MuleSoft

Industry
Healthcare
Technology
Salesforce

Overview

Our client belongs to the healthcare industry. Their healthcare operations were facing operational inefficiencies due to the disparate CRM and ERP systems. They were using Salesforce as their CRM and SAP as their ERP, which were creating issues in real-time data flow. It ultimately impacted their order processing, inventory management, and overall customer satisfaction. They approached us to address the issues by integrating Salesforce and SAP using MuleSoft for real-time data synchronization.

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Challenges

The key challenges faced by our team members include:

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  • Complicated Data Mapping: The data structures of Salesforce and SAP are completely different. To ensure a seamless mapping process, our team is required to create a proper plan to manage data structure and formats.
  • Real-Time Synchronization: It was a challenging task to synchronize the stock levels and order in real-time between Salesforce and SAP. We are required to update inventory data across both systems without causing delays and impacting overall system performance.
  • Security concerns: As a healthcare organization, they had sensitive personal and medical data; therefore, security was a prime concern for them. We had to securely transfer the data between Salesforce and SAP.  We implemented the encryption and authentication protocols to comply with data protection regulations like GDPR.
  • Data Inconsistency: The manual transfer of order and customer data between Salesforce CRM and SAP ERP led to frequent data inconsistencies like incorrect stock levels, delayed order updates and duplicate customer records. Also, the lack of real-time visibility of inventory in Salesforce created challenges in accurate order processing and inventory management. It ultimately increased the manual workload for the client.

Our Solution

  • API-Led Connectivity: For connecting Salesforce and SAP, our team developed the API-led connectivity by using MuleSoft. This approach enabled us to create the modular and reusable integration required to streamline the customer and order data between Salesforce and SAP. With this, we ensured data consistency and enabled scalable and flexible architecture to accomplish evolving business needs.
  • Data Transformation and Mapping: For smooth data flow between Salesforce and SAP, our team implemented data transformation logic. As both platforms use different types of data formats, our team developed a specific rule that automatically converts the Salesforce data formats into SAP’s system. It eliminated the need for manual data entry and reduced the risk of data misinterpretation and errors.  
  • Real-Time Stock Synchronization: We created the scheduled MuleSoft flow to maintain up-to-date inventory data levels in both systems. The flow was designed to pull stock-level updates from SAP and push them to Salesforce.  This automated process allowed Salesforce users to gain real-time data visibility into stock availability to get accurate order processing and reduce the chance of out-of-stock or overselling.
  • Security implementation: Security is a prime concern, so our team applied industry-standard encryption (TLS) and OAuth for secured data transfer and authentication. With these measures, we ensured the secure data transfer between Salesforce and SAP. 

Data Flow Diagram

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Conclusion

  • 20% Boost in Productivity: By automating customer and order data entry into SAP, we eliminated manual input errors and reduced time spent on repetitive tasks. It enabled faster and more efficient order processing with improved operational workflows.
  • Improved Real-Time Data Inventory Accuracy: The inventory discrepancies were reduced by 30% due to the real-time data synchronization between Salesforce and SAP. With accurate data processing, orders were fulfilled more efficiently without any errors or delays, which improved customer satisfaction levels.
  • Scalable Transaction Management: The integration architecture effectively handled up to 10,000 transactions per day. It provides flexibility to scale up the business operation and ensure the system’s ability to grow with evolving demands. 
  • Enhanced data visibility and decision-making: The client received clear and up-to-date insights about business metrics, improved demand forecast, resource allocation and overall decision-making capabilities. 

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