System integration is crucial for creating great customer and employee experiences. The average business now uses 900 different applications so the challenge of unifying these apps remains a common obstacle. Perhaps that’s why 55% of IT leaders say that system integration is a top priority. But only 28% of organisations have actually managed to integrate their applications.
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To find out how businesses are handling current system integration challenges — and preparing for future ones — Salesforce surveyed over 100 IT leaders from around the world.
Here are the top four technologies they’re using for system integration.
1. Customer Relationship Management (CRM) systems
The number one technology on this list should be no surprise. CRM systems have become essential in the age of digital transformation. In fact, any business that isn’t already using a CRM system may be struggling to keep up with its customers. CRM systems enable businesses to streamline processes, store customer data, and provide employees with a single view of the customer.
CRM systems have:
Tools to collaborate in real time
Better sales metrics
More accurate forecasting
Increased customer satisfaction
Reliable reporting
Since CRM systems provide such clear, wide-ranging benefits, they’re the top choice for system integration in our survey.
2. API management platform
API — or Application Programming Interface — is software that can connect applications. An enterprise’s API is what enables a CRM system to interact with other systems and applications.
The Lightning Platform from Salesforce enables businesses to integrate data by using point-and-click tools or code. It uses open APIs based on industry standards. Meaning, API integration between Salesforce and external endpoints is easy.
For businesses looking to unite disparate systems, extend their apps, and connect their back office, the Lightning Platform is a top choice.
3. Homegrown solutions
Businesses that have robust internal development teams and need a highly-customised solution can always create one themselves. Many organisations haven’t developed the necessary skill sets, though, so the success of this approach is dependent upon the capabilities of the company.
Creating a homegrown solution takes much longer than using an out-of-the-box one. So if time is an issue, this might not be the best approach for system integration.
For businesses interested in designing homegrown solutions, the low-code Salesforce Platform is a great place to start. The Salesforce platform allows users to easily create apps simply by dragging and dropping components. Alternatively, IT leaders can leverage the AppExchange to find customisable digital solutions.
4. Point-to-point solutions
Point-to-point systems connect two or more systems but are limited to those systems. It fulfils a specific purpose by integrating systems with a single transform of data. But the lack of flexibility can make them a more labour-intensive choice. The more P2P solutions that have to be created, the more work it raises for IT teams.
Point-to-point systems are generally simpler and more scaled back than full systems. In other words, they provide easy access to APIs, but may not be right for companies who want a more expansive solution.
The challenges of system integration
Providing exceptional customer experiences has become standard in the current climate. Businesses that don’t meet the benchmark will struggle to retain customers.
According to our report, 69% of IT leaders say that lack of integration is causing disconnected customer experiences at their company. With this in mind, it’s easy to see why system integration is becoming a focal point. But that doesn’t mean there aren’t still obstacles to overcome.
The majority of IT leaders say that system integration is a top priority. However, 71% of them find integration projects to be too long and too expensive. If they’re having to integrate hundreds of different apps and systems, this is not surprising.
The challenge for today’s IT leaders is to find a cost-effective solution that unites their data. They also need a solution that gives their company a single view of the customer and improves the efficiency of the workforce. It may seem like a tall order, but the list above has four great places to start.
To see more insights from IT leaders around the world, check out our report, Enterprise Technology Trends.
