Top takeaways from the MuleSoft keynote and actions you can take

By Rahul Pahuja, Director 

 

High-quality, consumable data is key to creating truly connected experiences across the Salesforce ecosystem.  

During the MuleSoft Dreamforce 21 keynote, CMO Rita Jackson discussed why actionable data is so critical to the customer 360 journey. She also shared the ways MuleSoft gives Trailblazers data at their fingertips. Read on for our takeaways from the keynote.  

 

#1: MuleSoft provides universal connectivity to enable Salesforce Customer 360 

 

Data is the lifeblood of an organization and essential to creating lasting and profitable relationships with customers. Organizations with Salesforce Customer 360 can rest easy knowing their sales, service, marketing, and analytics data are linked together to support customer relationship development from lead to loyalty. 

However, it’s important to take a step back and consider where all that data comes from. In her keynote, Jackson pointed out that only 30% of enterprises report having connected data sources. This means 70% of organizations are struggling to aggregate and orchestrate hundreds of data sources for every business initiative.  

 

Actions you can take: 
Customer 360 is a strategic, transformational, multiyear vision. As organizations embark on the Customer 360 journey, Jackson recommends using MuleSoft’s API-led approach to unlock back-end data. This can help deliver outcomes of speed, reuse, and agility. 

Additionally, implementing MuleSoft can help organizations democratize data, and help lines of business achieve higher levels of self-service. These are key elements of the Customer 360 roadmap that enable successful, timely projects. 

 

#2: Provide enriched customer experiences through the combined power of Slack and MuleSoft  

 

Jackson shared that since the pandemic began, nearly 60% of customer interactions have been digital. And three out of five business leaders agree digital challenges significantly hinder growth and revenue.  

To stay competitive, organizations need connectivity between the front- and back-offices, and a platform that combines the power of universal application connectivity and human collaboration. 

 

Actions you can take: 

With Salesforce and Slack now integrated, you can create a digital headquarters where all your teams are united around the customer. Adding MuleSoft to the mix enables organizations to orchestrate complex, multi-system integrations that reduce swivel-chair and help drive enhanced customer experiences.  

If you’re an existing Slack customer, enable the Salesforce integrations and consider adding MuleSoft so you can orchestrate both systems and people.  

#3: Leverage RPA to eliminate last-mile, manual workflow for customer experience 

 

Many organizations use email or even fax for customer-facing processes like receiving orders. An employee then has to manually key data into business applications, which results in increased cycle time and potential for error, and a diluted customer experience.  

During the keynote, a MuleSoft product manager named Gal Gavish led us through a typical client onboarding scenario in the wealth management domain. In this use case, a client of a wealth management company emails their application with a PDF attachment. An employee may not immediately add the information from the PDF to the organization’s CRM to trigger the next step in the process. The client then has to follow up, creating a poor experience during a high-value, customer acquisition moment.  

 

Actions you can take: 

Leverage Robotic Process Automation (RPA) to eliminate these last-mile, manual workflow scenarios, specifically with customer-facing processes. 

RPA can automate the ingestion of emails, attachments, and faxes into MuleSoft’s unified platform. This helps achieve full automation in customer-facing processes which would otherwise be hindered with time-consuming tasks.  

 

#4: MuleSoft and Tableau help optimize business processes through actionable insights

 

Quite often, data fed into the analytical layer is a week or a month old. In this fast-moving environment where customer acquisition and customer satisfaction are critical to a business staying competitive, organizations need to strive for actionable, real-time insights. .  

 

Actions you can take:  
Consider leveraging MuleSoft to aggregate data sources and populate the enterprise data lake in real-time. Moving from large weekly or monthly batch loads to daily or near real-time micro-batches help feed the analytics team with actionable insights that can drive efficiencies in several organizational business processes. 

Using Tableau can also help. It has reporting capabilities that analyze and optimize cross-functional business processes including customer acquisition, sales, and customer service.  

 

Salesforce Customer 360: Powered by MuleSoft 

To learn more about how MuleSoft helps businesses elevate customer experiences, click here

 

Watch Slalom's MuleSoft Office Hour On-Demand Session 

 

 

 

Watch Slalom's MuleSoft Office Hour On-Demand Session 

 

 

Explore our other takeaways from Dreamforce 2021 here. 

 

Slalom is here to help.  If you have additional questions or want to brainstorm ways we can help your business, feel free to reach out.