Background

A salesperson is effective only to the extent of knowledge they have about the product or service that they are selling. Even the most "blue chip" CRM systems do not effectively provide the internal product or service information required by the salesperson at that time.

Typically, the information related to customers, sales orders, availability, etc. resides within the internal ERP systems, which limits access to the increasingly mobile salesforce. Having the ability to access information on the go in real-time expedites the sales process and enables the salesperson to make more effective sales.

A global manufacturer of physical infrastructure for Data Center, Enterprise, and Industrial environments needed to integrate its Salesforce Customer Relationship Management (CRM) system with the back-office Enterprise Resource Planning (ERP) system, Oracle E-Business Suite.

The integration would provide the manufacturer's sales team with easier access to critical customer and deal information while ensuring data is accurate and up-to-date in both the CRM and ERP systems.

Solution Approach

To bridge the information gap, ennVee integrated Salesforce to Oracle E-Business Suite using MuleSoft's integration tool. We built a framework to enable the salesperson to optimize sales through the Cloud CRM (SFDC), and access required information from his or her central repository (ERP system). This CRM (SFDC) can be operated from anywhere using any device. Oracle E-Business Suite is the back-end system for business transactions.

Using MuleSoft as the integration engine, ennVee proposed a solution that creates customer details (customer and site details) and sales orders in Oracle EBS based on the opportunity created in the CRM (SDFC). It also sends an acknowledgment back to SFDC by updating the sales order number against the designated opportunity.

Sequence of steps for the implementation

Solution Process

1. MuleSoft integrations assist in updating an item from Oracle EBS to SFDC as a product that a salesperson can see and plan to sell.
2. When a salesperson selects a product in SFDC, this event triggers an action in Oracle EBS to bring the availability information back to SFDC.
3. The salesperson can proceed to create an opportunity based on The system will allow an opportunity to be created if the available quantity is equal to or greater than the requested quantity. Alternatively, if there is no availability or less availability, SFDC will throw up a warning but allow the opportunity to be created.
4. Based on the opportunity details, MuleSoft will check if the customer pre- exists in Oracle EBS for the associated account in SFDC. If the customer does not exist in EBS, MuleSoft creates the customer details and associated Bill-To and Ship-To details (sites) by calling standard APIs. Subsequently, MuleSoft creates the sales order in Oracle EBS for the customer.
5. Later, MuleSoft sends back the information to SFDC regarding the generated sales order for the particular opportunity.
6. MuleSoft throws up an exception if it cannot connect to either SFDC or Oracle EBS after a set number of tries.