CRM Integration Consulting

Client Overview

The Client is an international property and infrastructure group with core expertise in shaping cities and creating strong and connected communities. 

Engagement Driver

In support of their Customer Digital Program, the Client is rolling out a native cloud Client Relationship Management (CRM) platform. 

Prior to this program the majority of integration flows had been between on-premise systems that were fulfilled by a service bus and orchestration model leveraging the Oracle SOA Suite. However, the core use cases for the new CRM solution required cloud-based integration capability. 

Intelligent Pathways Value

Cloud-based integration is best supported by an API-led approach to integration. API-led connectivity is a methodical way to connect data to applications through reusable and purposeful APIs. These APIs are developed to play a specific role – unlocking data from systems, composing data into processes, or delivering an experience. 

Intelligent Pathways was engaged to work with the Client on their API integration strategy. Based on our Integration Enablement Methodology we performed several activities, the first of which was to determine the integration capabilities required to support the business use cases. We ran workshops with key business and technical stakeholders to capture requirements, used heat mapping to prioritise functions across business domains and performed a comparative analysis of the incumbent solution versus one of the leading Integration Platform as a Service (iPaaS) solutions in the market. 

This data and analysis informed the business case to procure a new Integration Platform as a Service (iPaaS). Intelligent Pathways performed a technology vendor assessment including a Proof-of-Concept to demonstrate the different features to key stakeholders.

MuleSoft was recommended and selected as the iPaaS solution. Intelligent Pathways developed an integration reference architecture that incorporates MuleSoft’s best practices tailored to the Client’s environment.

Outcome

The Client has implemented the MuleSoft platform across their business globally. Multiple interfaces are being built on the platform to service the cloud-based integration needs of the Customer Digital Program, several of which Intelligent Pathways is utilising in a new digital project.