How many software platforms do you use every day at work? Usually, it is more than one. Is it convenient and efficient enough? No, not at all, and that is why many companies look for digital transformation. System integration is the way to build a data or processes bridge between all software systems a company uses to ensure business activities and operation.
Why may system integration be useful?
Every company uses tools, software and platforms to ensure operations, to automate business activities, to simplify data gathering and processing. And managing data in several systems is not that easy. People may make mistakes. For example, they may forget to transfer necessary data about a customer's order from a CRM to an ordering and fulfillment systems. The error may result in a delivery delay and poor customer experience.
On the one hand, multiple platforms cover different business needs, and on the other hand, using several software platforms results in many problems. Switching between various data sources and platforms may be distractive. Analyzing separated pieces of data from a massive set of everyday operational information may be confusing. Having one piece of software covering one business need may be an error-prone and less productive approach for middle and large businesses. Each platform requires dedicated personnel to run and maintain it. A company may need to establish a complicated workflow with an abundance of duplicating activities to connect different tools that may function independently or have overlapping features. Moreover, more resources may be wasted on double-checking reports and analytics from each of the used software separately.
System integration is a method to connect many software solutions, simplify data flows, streamline business processes, reduce duplication and prevent data losses, to enable the opportunity of analyzing overall performance.
System integration implementation and application examples
A service ordering system for a Telecommunication operator
A customer wants to order a service from a telecommunication operator. An assigned employee takes the order, negotiates the required details with the customer, and enters all the information to a customer relationship management system. While negotiating requirements, a telecom operator's employee should check whether there is an ability to satisfy customer needs, including network capacity, hardware availability. According to the reference data, an order is placed in the various subsystems to fulfill it and tasks are assigned correspondingly. In case there is a lack of equipment, an integrated solution allows creating a procurement task to purchase the required hardware. A Telecom software tracks when a warehouse receives materials, initiates a relevant department to install it and activates the service for the customer. A customer support service informs a subscriber about the activation of the ordered telecommunications services and other details. A solution combines various business processes logically, assuring the correct workflow and relevant user experience.
A dealers' portal
A vendor provides a system comprising a common data warehouse, custom relationship management and a knowledge base for authorized traders with diversified access levels restrictions.
When a customer addresses a trader for products or services, an authorized dealer may access the portal which integrates with multiple vendor's systems. Application integration allows reaching the information about a customer, history of orders, or the full list of service offerings available from a vendor, along with exclusive deals and trader's discounts. Also, a dealer may order or ask for maintenance and support. The solution helps a dealer with all the reference data for effective operation.