Case Study: 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.

Field and object Configuration and Mapping screen between Pimcore and Salesforce in Pimcore -1
Service Console in Salesforce where the product and orders data is on-demand displayed from Pimcore
Product Data displayed in Salesforce for individual orders from Pimcore for a related contact

Business Needs

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 Solution

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.

Business Results

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.

Pimcore Gold Partner
Kunde
  • Revolve Softech LLC
Lösungspartner
Branche
Verwendete Produkte

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