Integration and automation
Fragmented systems, manual transfers, and isolated data slow down service organizations. Integration and automation are therefore more than just technical side projects. They are key prerequisites for efficiency, scalability, and excellent customer experiences.
Integration creates clarity. Automation provides flexibility.
In many companies, system landscapes grow over the years: CRM, ERP, ticketing, portals, field service tools, and third-party systems run side by side, but not together. This creates media breaks, requires a lot of manual effort, and prevents teams from keeping track of customers, processes, and service performance.
Successful organizations solve this problem by taking a holistic approach to integration and automation: data flows in real time, processes mesh seamlessly, and recurring tasks are automated. This is exactly where we come in.
With Salesforce, Data Cloud, MuleSoft, artificial intelligence, and automation solutions, we create an integrated service ecosystem that works efficiently and grows with your business.
Florian Gehring
Integration and automation create a strategic advantage by reducing complexity and making organizations scalable.
Pain Points
Where integration and automation fail today
Many initiatives fall short of their potential because fundamental challenges remain unresolved:
Fragmented data and system landscape
Manual processes and media discontinuity
Lack of process transparency
Insufficient scalability
Modules
Modules for your integration and automation success
We develop your service organization along key maturity dimensions – from isolated individual solutions to fully integrated, automated end-to-end processes.
360-degree data and integration
360-degree data and integration
Consolidation of all relevant customer, service, and process data in the Salesforce Data Cloud.
Omnichannel service
Omnichannel service
Seamless integration of all contact channels – from the customer portal to the field service.
Automation and AI
Automation and AI
Workflow automation, rules, and AI-supported decisions for recurring tasks.
Service analytics
Service analytics
Transparency regarding performance, volume, turnaround times, and quality.
Self-service and portals
Self-service and portals
Integration of knowledge databases, portals, and chatbots.
Field service integration
Field service integration
End-to-end processes from ticket to on-site deployment.
Artificial intelligence
Automate and personalize with AI
Integration creates the basis, AI takes automation to the next level: with networked data and intelligent AI agents, service processes are created that not only react but also anticipate.
Intelligent case and knowledge management
Intelligent case and knowledge management
AI recognizes issues, automatically prioritizes tickets, and provides appropriate solutions.
Smart agent assist
Smart agent assist
Real-time support for service teams with recommendations for action, contextual knowledge, and next steps.
Predictive and preventive service
Predictive and preventive service
Early detection of malfunctions and automated preventive measures before problems arise.
Use Cases
Use cases for integration and automation
The following application examples show how companies use integration and automation in concrete terms to increase their efficiency and improve their service quality:
Automatically prioritize and assign tickets
Automatically prioritize and assign tickets
Requests are recorded, evaluated, and automatically prioritized across all systems. This means tickets reach the right team faster and processing times are significantly reduced.
Analyze service performance in real time
Analyze service performance in real time
Integrated dashboards show live volumes, throughput times, and service quality. Bottlenecks are identified early and managed in a targeted manner.
Provide AI-based support to service teams
Provide AI-based support to service teams
AI assistants provide employees with context-related recommendations directly in the process. This allows decisions to be made more quickly and service cases to be resolved more consistently.
Integrate self-service portals and chatbots
Integrate self-service portals and chatbots
Customers resolve issues independently via integrated portals and chatbots. At the same time, they access central data and knowledge sources.
Connect mobile field service apps
Connect mobile field service apps
Field service teams receive all relevant information on the go and in real time. Assignments can be planned, documented, and completed efficiently.
Centrally manage omnichannel service
Centrally manage omnichannel service
All service requests from email, phone, chat, and social media are consolidated on a central platform. This creates consistent processes and seamless customer experiences across all channels.
Customer Stories
Integration solutions in practice
Our customers rely on integrated, automated service landscapes to reduce complexity and enable scaling. From connecting existing ERP systems to introducing AI-supported end-to-end processes, we provide practical, long-term support for integration projects.
Technologies
Tech solutions for integration and automation
We rely on proven, scalable technologies within the Salesforce platform:
Experience Cloud
Connect customers, partners, and employees on a platform for personal experiences, efficient collaboration, and measurable growth.
Field Service Cloud
With Field Service Cloud, you can centrally plan, manage, and automate service calls. For higher productivity, transparent processes, and excellent customer service.
MuleSoft
Seamlessly connect systems and data: With MuleSoft, you can centrally integrate applications, APIs, and workflows for greater efficiency, automation, and growth.
FAQ
You have the questions – we have the answers.
We know that integration and automation processes are complex. That’s why we’ve compiled and answered the most frequently asked questions for you.
Integration and automation are always worthwhile when systems are not properly connected, data is maintained multiple times, or processes are largely manual. Typical signs include media breaks, long throughput times, lack of transparency, or rising service costs. We help you assess where integration offers the greatest leverage and which processes can be sensibly automated.
Our approach is structured and iterative. We start by analyzing your existing system landscape, data flows, and processes. Based on this, we define a target architecture, prioritize use cases, and initially implement a pilot project. After successful validation, we scale up gradually, always focusing on business benefits, stability, and acceptance within the team.
Salesforce forms the central platform for connecting data, processes, and channels. With solutions such as Service Cloud, Data Cloud, and MuleSoft, we seamlessly integrate existing systems and automate end-to-end processes. This creates a unified view of customers and processes as the basis for efficient workflows and intelligent automation.
Sustainability is achieved through clear governance, monitoring, and continuous optimization. We define rules, responsibilities, and KPIs, measure the impact of automated processes, and adjust them as needed. At the same time, we support the introduction of automation with training and enablement so that it is accepted and used in everyday work.
More services
Artificial Intelligence
Experience how artificial intelligence, data-driven strategies, and practical implementation can help you automate processes, make informed decisions, and create sustainable added value for your company.
Sales
Your sales – data-driven, automated, successful: Discover how you can modernize your sales processes with Salesforce, AI and a consistent data base, improve forecasts and achieve growth.
Change Management
Your transformation – strategic, inspiring, successful: learn how to shape change processes, engage employees, and achieve long-term transformation through change management, targeted communication, and a clear vision.