Pimcore Salesforce Integration for 360-View of Customer Data
Revolve Softech is a registered Salesforce partner with a presence in the US and India. The company provides multi-cloud expertise to help organizations meet their digital transformation goals. They transform client businesses through its state-of-art Salesforce™ solutions and consultancy services.
This use case is about a scenario where the client is using Pimcore as MDM and Salesforce Service Cloud for case management. The problem was that the client has to maintain the product and order data unnecessarily on both Pimcore and Salesforce systems.
The objective of the project was to create a connector with dynamic configuration capabilities:
Ability to dynamically map objects from Pimcore to Salesforce
Bi-directional real-time syncing of customer and account data
On-demand display of the orders and products from Pimcore in Salesforce
Pimcore partner Syncrasy Technologies engaged with the client to integrate Pimcore Master Data Management (MDM) with Salesforce Service Cloud.
Now, whenever a case is created in Salesforce, and a related contact is selected in the case, all the orders and related product information are pulled from Pimcore and displayed on the service console. This now enables a customer service agent to have all the information available in a single console while interacting with their customers or prospects.
All the data is stored in Pimcore, and it is displayed on-demand in Salesforce, which eliminates the cost and redundancy of saving the same data in multiple systems.
The integrated system now helps the customer support team to have a 360-degree view of customer data and their journey. It also saves the operational cost of managing the same data in disparate systems.
Avira is a German multinational security software company with 500+ employees and 240+ million users that provides protection, privacy, performance, and identity tools for computers and networks, delivered as both software and cloud-based services.