About the Client
The client is a leading multinational organization developing and manufacturing some of the most innovative medical devices and services, helping millions of affected patients all over the world.
With over 12.000 employees and a global market presence in over 50 countries, the client supplies its products to hospitals, health institutions, as well as wholesalers, and retailers.
The Challenge
As a leader in its field, and offices across the globe, the client’s marketing, and sales operations are spread across many branches and departments. As such, in order to ensure consistent and engaging collaboration, and great customer experience, extensive and reliable data integration between the relevant platforms was required. Since the current integration has been configured with a legacy tool at the time, it represented a challenge. This challenge needed to be addressed.
Solution
The initial integration was configured as part of Oracle Eloqua’s native integration, which was set to phase out due to a release of a new version. Even though the existing integration was functional, it is based on a legacy framework which support has been discontinued by Oracle.
The optimal solution to implement, based on the business needs and requirements, was the new Oracle Eloqua Salesforce Integration App. The app was initially released in early 2019, and has already passed several major revisions and releases.
The integration was configured to sync data in both directions from and to Eloqua, for several customer-related entities and activities.
Additionally, as part of the migration to the new integration connector, certain programs, campaigns, and assets had to be re-architected. This was necessary to ensure that the new setup processes the data in an expected manner.
With respect to the client’s quality assurance and deployment processes, the solution was initially built and tested in staging and later deployed to production.
Results
Leveraging the new Integration app to sync consumer-related data between Eloqua and Salesforce. The new setup has significantly improved the overall response rates and reduced the number of integration errors.
Unlike the legacy counterpart, the inbound integration runs twice faster, and the outbound is executed in a near-real-time. This reduced the time from a consumer request to a response in a significant manner.
Besides the speed, the Salesforce Integration app offers a great amount of flexibility and compatibility across Eloqua Campaign and Program Canvas programs.
This integration enables the client to build more advanced consumer processes to help improve the overall customer experience and satisfaction.