Salesforce Integration With NetSuite Helps Agents Of Austin Headquartered Megacorp Go Mobile

An American Mega Corporation approached us with a requirement to speed up their lead gathering process. We helped their on-field agents go mobile within 6 months by integrating Salesforce with NetSuite.

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About Client

Our client is a huge finance and fundraising service provider that focuses on SaaS and software based membership management solutions. They specialize in providing solutions to non-profit organizations, government organizations, and healthcare organizations. With these solutions our client helps these organizations in simplifying and streamlining their accounting, managing their donors (and grants funds), and also taking care of their large scale fundraising processes. The client was using NetSuite as their original CRM platform since they were more interested in NetSuite's resource management capabilities. However as their operation grew in global dimensions, their existing CRM platform seemed inadequate. They needed a new customer relationship and sales management platform, but wanted to retain their existing NetSuite account for resource management. The client approached Algoworks with their problem and based on their dual requirement of both ERP and CRM we suggested using an integrated solution of NetSuite and Salesforce. They already had experience using NetSuite so the solution fit their needs.

How We Did It?

NetSuite Integration with Salesforce

Challenge: Integrate their NetSuite with Salesforce

NetSuite was an important part of the client’s operation. The client needed a two way automated communication between their Salesforce platform and NetSuite platform. Since the client mainly dealt with non-profits, they cannot afford to spend on a monthly subscription based product for integration that they anyway would have to customize to suit their needs. So they requested a custom adapter for integration, one that can withstand their performance requirements.

Solution: A custom Salesforce NetSuite integration Using Restlet API

We initially planned on using a Java based adapter for Salesforce and NetSuite integration using SOAP based API. However at the time of development we realized that Salesforce does not support latest SOAP 1.2 architecture whereas NetSuite does. We realized this discrepancy will remain every time a new SOAP version is introduced. So instead of adapting our integration program to facilitate communication between older versions we dropped the SOAP idea and instead used Restlet API for integration. It was the first such use of Restlet API for integration and our QA department tested it thoroughly for performance. It withstood everything that we threw at it.

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Real Time Syncing

Challenge: Lot of data to sync on NetSuite and Salesforce

We suggested the option of implementing a batch syncing option instead of real-time syncing of the database. We implemented triggers that automatically synced business data at a specified time of day when normal business process was not very active. However we also researched and identified fields that are critical and thus needed real time syncing no matter what. In addition we implemented a sync button on the Salesforce page so that any agent can force trigger syncing for a specified data if the need was critical. Thus in effect we implemented three types of database syncing - real time for critical fields, batch syncing for non-critical, and button triggered for any field as per requirement.

Solution: Three different Sync Options

We suggested the option of implementing a batch syncing option instead of real-time syncing of the database. We implemented triggers that automatically synced business data at a specified time of day when normal business process was not very active. However we also researched and identified fields that are critical and thus needed real time syncing no matter what. In addition we implemented a sync button on the Salesforce page so that any agent can force trigger syncing for a specified data if the need was critical. Thus in effect we implemented three types of database syncing - real time for critical fields, batch syncing for non-critical, and button triggered for any field as per requirement.

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A Customer Portal To Update Records

Challenge: One platform to view, create, and update records

The client did not want their agents to access both the NetSuite and Salesforce portal to get critical information. It was time consuming especially for those agents who are on field. They needed a mobile friendly portal that they can use to easily access information on the go. A platform that automatically updates information on both platform without manually doing so.

Solution: A Customer portal using Site.com and Visualforce

We created a custom mobile portal that can be used to access all the necessary data related to agent’s prospects. We created Visualforce pages that displayed data both from Salesforce and NetSuite so that agents on the field only have to access one single platform for data. The agents can edit, update, create, delete, and view their role specific information from their mobile devices itself. And since we have integrated NetSuite and Salesforce, any update of data reflects on the database of both platforms.

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Authentication and Security

Challenge: How to implement role based authentication levels

There were multiple levels of agents employed by the client. Each having their own level of access to both NetSuite and Salesforce. The trick was to create a multiple-webpage solution that is secure enough to allow role based data access.

Solution: Secure Sign-in For All Site Pages

We created custom Visualforce pages to implement our portal. Information available to agents is strictly enforced based on their level of access and based on their involvement in a particular lead. That means even higher level managers cannot access information not related to their team. Each page of the portal cannot be accessed without first signing on the portal. For example if a user logs out and then try to access a bookmarked page link, they won’t be able to access without logging in first. The overall security was rigorously tested in both automated and manual test environments.

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Results

System Update 10GB Data Daily

The integration adapter is now capable of updating in real-time 10GB worth of records daily

NetSuite Adapter Saved $6000 yearly

The custom NetSuite Salesforce adapter saves at least $6000 yearly for the client for each third party integration solutions and batch syncing and real time syncing solutions.

Agents Now Generate More Leads On-Field

No agent now misses out on potential leads when they are on field. The results have improved remarkably for the firm’s operational units collectively as the efficiency of each operating individual has increased

Agents Save 3 Hours Per Day on Data Entry

Through new custom portal the agents can now view, edit, and create leads and hence manage data in a much user-friendly way.

Testimonials

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