API-led transformation to enable end-to-end digital experiences.

Challenges.

The customer wanted to create an end-to-end digital experience solution enabling hospitality companies to boost customer affinity and generate new revenue streams through innovative acquisition and engagement programs. However, the company’s legacy systems and processes needed a rehaul to allow it to achieve this vision.

The customer decided to modernize their infrastructure, enhance the Information Security, and invest in creating IP through digital platforms and tools including Salesforce, Adobe and MuleSoft.

Solution.

With these new capabilities, they aimed to create a highly customizable digital experience solution with intuitive web and mobile interface and a host of self-service features. Hospitality clients would be able to leverage the customer’s solution to offer their customers personalized offerings, enhancing their engagement with their brand.

The Impact.

API-led transformation

The customer selected Coforge to help them create an agile and scalable environment, seamlessly integrating their numerous new and existing data sources, internal and external, and automating many resource-intensive processes.

Coforge proposed MuleSoft’s CloudHub, a global, fully managed, multi-tenanted, secure, and highly available platform for APIs and integrations. Working with the customer, Coforge implemented CloudHub and seamlessly connected the customer’s digital platforms and on-premises systems, whilst optimizing and automating many manual processes.

Faster acquisition of new customers

One of the key transformations introduced with the help of Coforge and CloudHub, was around the customer’s new acquisition.

Connecting the mobile and web applications with Salesforce CRM and other key back-end systems, Coforge was able to automate a big part of the new customer acquisition process, ensuring the different touchpoints (call center, website, marketing automation tool, payment gateways, POS terminals etc) were updated in real time and worked in sync to reduce the steps required for the customer to sign up, offering a seamless experience from start to finish.

Accelerated innovation thanks to reuse

MuleSoft APIs serve as the backbone for the customer’s digital experience solution enabling a set of rich capabilities and features to be delivered via the web and mobile application.

Coforge developed these APIs with embedded reusability and governance. This means that across each successive project, the customer is able to reuse APIs

from existing projects, accelerating the speed at which they can deliver new innovations in support of the business initiatives.

For example, APIs built for the mobile application can be exposed to capture customer information and bookings from other channels, like websites, market aggregators, resellers etc.

Call to Action:

Learn more about latest MuleSoft capabilities and solutions here: - https://www.coforge.com/salesforce/mulesoft