To offer customers excellent customer experiences (CX), companies are increasingly opting for best-of-breed solutions. In other words, they combine whatever solutions are best suited to their respective business purpose, irrespective of the manufacturer. This makes for very heterogeneous system landscapes – and correspondingly great challenges for system integration.
Successful integration requires considering both the systems themselves and the data involved. The exchange of data across systems and the efficient execution of tasks in the different areas have a direct impact on the customer experience.
So, if an ERP system, a CRM system, internal company software and other third-party software packages are to work together smoothly and in a customer-centric manner, this requires individual processing and translation of data. In most cases, system integration is therefore also about data integration.
An integration platform or transformation layer between the systems ensures that the data for the underlying processes is exchanged smoothly, correctly and in compliance with data protection requirements.
Depending on the initial situation, requirements and budget, different approaches are available for linking the various applications. These range from a minimal solution without middleware to the use of existing solutions, the selection and implementation of a best-of-breed product, or even development of a custom-made system. Our experts will work closely with you to identify the most sensible and economical approach for your situation.
MuleSoft offers an integration platform used by many companies to connect SaaS and enterprise applications – in the cloud, on-premises or hybrid. In our experience, MuleSoft plays to its strengths when it comes to data transport.
SAP CPI (Cloud Platform Integration) is a middleware that connects different business applications on a common platform. CPI focuses on processes and their data.
Hubtiq is a web-based solution that enables easy handling of international forms as well as their cost-effective integration into CRM systems.
End-to-end connections are less common due to the use of middleware systems. Nevertheless, in certain cases, this type of integration of two systems can be useful.
Today, individual solutions or building blocks for the integration of heterogeneous software require more than a technical basis. Successful individual solutions are a combination of specialist knowledge and technical implementation, the choice of the right libraries and methods, and quality assurance. Selecting the appropriate approach for your challenge and linking it appropriately is our guarantee of success for complex individual system integration.
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In our volatile and complex world, it is becoming more and more important for companies to act quickly and flexibly. The key prerequisites for this are agile processes and structures. Those who harness the potential of digitization and automation can benefit from entirely new ways to adapt quickly to current market conditions and meet changing customer needs – and tap into new customer groups with new products or services.
Consistently delivering fully personalized customer experiences requires very precise customer knowledge. The corresponding data frequently exists in a company – but very often it’s scattered across many different locations and is of very variable quality. This makes data integration a key success factor for customer experience management.
Studies show time and again: If customers are confronted with the wrong information at the wrong time, they react annoyed and threaten to bail. The central challenge for CX campaign management is therefore: What message should I send to whom, and how and when and on which channel should I send it?
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