Interweaving two systems that “speak” different
Even before the scope of the project was defined, Erik Dierinck, functional technical lead and project manager at Scalefactory, was hard at work on a project charter and analysis.
“At Vandeputte, account managers and customer support teams are in contact with the customers via our website,” Erik says. “However, since we offer over 70,000 products and services, they might not be familiar with the ins and outs of every product, or with changing safety regulations in different industries. That’s why a team made up of an account manager and a customer support agent is assigned to each customer. This team relies on the support of our product experts to tackle difficult technical questions or changes in regulation, for example.”
“Because the interaction flows between the account managers and customer support agents were so unique, we had to build a bidirectional interface between Salesforce and SAP,” Erik explains. “The goal was to create a single point of view where information can be consulted or changed, regardless of where it was changed. If any account data is added or modified in SAP or in Salesforce, they had to update each other instantaneously.”
“This was especially challenging because Salesforce and SAP don’t match up technically – we had to do quite a bit of custom development to align account structures in SAP vs. Salesforce, for example,” Thierry adds.