Salesforce, the global CRM company, introduced the next generation of MuleSoft, a unified solution for automation, integration, and APIs to easily automate any workflow so any technical or non-technical team can adapt to constant change and business complexity.
The latest MuleSoft solution now includes no-code capabilities to automate repetitive manual tasks using bots with MuleSoft RPA (robotic process automation) and to quickly connect data from any system, such as Slack, Stripe, and Workday, with MuleSoft Composer.
The new capabilities are fully integrated into Salesforce Flow, a complete suite of automation technologies across the Customer 360 to help save time, increase productivity, and deliver better experiences. Business teams like sales can close deals more efficiently and service agents can quickly sync customer records to improve customer service interactions.
“As an integral part of Salesforce Customer 360, MuleSoft helps firms integrate complex systems, while expanding the universe of people who can use automation across any system. The result is empowered business and IT users, from sales and customer service to HR and finance, who can do more with less, creating workflows and integrations that drive efficient growth and faster time-to-value,” commented Shaun Clowes, CPO, MuleSoft.
How integral is automation in the future of work?
With uncertainty across markets, hiring, and prices, businesses are focused on efficient growth, cost savings, and productivity. Over 90% have seen a rise in demand for time-saving automation from business teams in the past two years, according to new Salesforce study.
However, the all-digital, work-from-anywhere world has increased the number of systems and amount of data organisations must manage and connect, creating integration roadblocks to automation progress. And when new systems are needed or business requirements change along the way, 96% of organisations find it difficult to modify existing automations.
What is the market offering of MuleSoft Automation?
MuleSoft Automation addresses those concerns with capabilities that allow customers to:
- Deliver intelligent automation anywhere: MuleSoft RPA enables teams to replace repetitive and manual tasks with bots that can process data from any system, document, photo, or legacy user interface. These bots can also be securely shared and reused across teams.
Drive faster innovation with clicks, not code: Purpose-built for business teams, MuleSoft Composer and MuleSoft RPA connect apps with pre-built enterprise connectors and bots.
Automate and integrate anything: MuleSoft RPA and MuleSoft Composer work with Anypoint Platform, MuleSoft’s integration and API management platform. Automations can benefit from connectors to vital systems and even invoke APIs created by teams.
Achieve end-to-end automation at scale: Teams can use MuleSoft RPA to automate workflows across multiple systems and apps by integrating RPA bots seamlessly with Salesforce Customer 360, Anypoint Platform, and MuleSoft Composer.
Maintain security and governance: With Anypoint Platform, IT business teams can govern, monitor, and secure any automation and integration built with APIs or bots.
Salesforce clients drive value for their employees, clients, and business with automation. Salesforce clients are running 4.8bn MuleSoft transactions daily and decreasing operational costs by 74%, while saving over 100bn hours of work every month with Salesforce Flow.
How are clients using Customer 360 with MuleSoft?
AT&T is using Salesforce to deliver new types of connected experiences and improved customer service for its millions of customers. “MuleSoft has streamlined customer support across all channels at AT&T,” commented Brad Ringer, Principal Solution Engineer at AT&T.
“With its automation and integration capabilities, we’ve reduced the time our teams are taking to complete administrative tasks. MuleSoft and Salesforce save our sales and services teams more than 1 million work hours a year to focus on helping our customers.”
ADT is dedicated to creating personalized customer service. “ADT’s strong growth, through acquisitions and change, provided an opportunity to assess and improve employee and customer experiences by streamlining our tech stack,” said Sam Jaddi, CIO, ADT.
“We’ve been able to integrate systems and automate processes more seamlessly to deliver unified customer experiences from anywhere and across all our business divisions,” he said.
Bayer Crop Science is using Salesforce to become more customer-centric, helping farmers and communities sustainably feed the planet with innovative agricultural solutions.
“By integrating Salesforce and legacy systems with MuleSoft, we’re able to provide better customer service experiences with a single view of the client for teams across our business. And with a modernized integration and automation framework, it’s incredible to see teams developing a product 200% faster and increasing speed to market by 5x so that our clients can use the latest tech,” said Geoff Hickman, Technical Architect, Bayer Crop Science.
Western Union, a cross-border, cross-currency money movement and payments firm, uses Salesforce Customer 360 to transform the customer journey with a digital banking platform.
“Our continued focus on customer experience requires that we increase our efficiency and productivity to deliver new experiences wherever our clients are. MuleSoft allows us to access data we need and automate workflows to drive omnichannel messaging capabilities, so our business teams can focus on providing great service and real-time conversations with clients,” commented Tom Mazzaferro, Chief Data and Innovation Officer, Western Union.