Mulesoft

NZ Post, a government-owned enterprise providing postal services across New Zealand for over 180 years, was facing a decline in mail services. To adapt to the changing needs of consumers and retailer customers, NZ Post aimed to transform from a traditional mail company into a reliable courier and online digital services organization. The company's goal was to expand its digital solutions and ecommerce logistics services worldwide and offer personalized customer experiences. However, IT complexities and data silos posed significant challenges. The company needed to access and gather data from disparate systems, such as parcel tracking data, contact center data, and financial data, to gain necessary insights for creating personalized customer experiences, launching innovative solutions, and expanding its ecosystem.

Lotus’s, a popular retail brand with over 2,500 outlets in Thailand and Malaysia, aimed to double its sales in two years by improving customer loyalty and adopting an omnichannel strategy. However, the company's rapid growth led to the accumulation of multiple disparate systems and data sources across new acquisitions, partners, and supply chain operators. This made it difficult for Lotus’s to access the necessary data to gain visibility into its business. The existing IT infrastructure and point-to-point custom code integration were labor-intensive and costly to connect existing systems, add new systems, and access data. Lotus’s needed a more flexible systems integration solution to connect front and back-end systems at an accelerated pace to support its sales goals and business growth.

Bayer Crop Science, the agricultural and environmental branch of Bayer Corporation, had a sprawling Salesforce ecosystem that was integrated with mobile applications, master data repositories, and the Bayer ERP system via a custom point-to-point (P2P) integration pipeline. This approach was challenging and costly to manage and scale. Data was held in silo systems that were difficult to access, slowing down product development and other projects. The complexity of the system also made it difficult for Bayer to resolve faults, leading to project delays that negatively impacted the business. Bayer needed to establish a scalable, consistent, futureproof integration strategy that is repeatable throughout the business to reduce development time and increase speed to market. They also needed to integrate multiple ecosystems around the globe with mobile applications, data repositories, and their SAP ERP system, and deliver a single view of the customer to stakeholders across the organization.

908 Devices, a Boston-based company that designs and builds portable analytics devices for chemical and biomolecular detection, faced a challenge in improving its operational efficiency. With over 200 employees and 2100 installed devices across 42 countries, the company needed to optimize its internal processes to quickly book orders and reduce delays in customer handoffs from sales to post-sales teams. The sales and field application scientist (FAS) teams required up-to-the-minute, accurate information on orders and customers to coordinate customer communications and meetings. However, they found themselves constantly switching between different systems and navigating manual processes to gather necessary customer data, which resulted in delays in providing timely post-sales support.

Cisco Systems, a leader in IT and networking solutions, acquired Meraki in 2012, a company specializing in cloud-managed network solutions. This acquisition led to a significant increase in leads for the Cisco Meraki sales team. However, the team faced challenges in managing these leads due to their existing lead management system, which consisted of six different legacy systems dispersed across on-premises and cloud-based environments. This system was prone to errors and failed to assign leads from Cisco to the appropriate Cisco Meraki sales reps, resulting in lost opportunities. The sales reps had to manually copy data from emails and paste them into Salesforce Sales Cloud as new opportunities, a process that was both time-consuming and error-prone. The IT and sales teams were often diverted from their core responsibilities to diagnose errors and manually assign them to the appropriate sales reps.

The national postal service was facing a significant decline in traditional mail volume due to the rise of electronic delivery. They needed to evolve their business model to stay relevant in the digital age. They saw potential in APIs to monetize their valuable demographics data and offer new business services. However, their initial attempts to develop APIs were slow and lacked the necessary tracking and management features. They needed a solution that offered advanced design capabilities, easy integration with backend services, and scalability to support a growing number of consumers.

Oldcastle Precast, a leading manufacturer of precast concrete, polymer concrete, and plastic products in the United States, faced a significant challenge due to its rapid growth through acquisitions. While these acquisitions expanded the company's reach and audience, they also led to a lack of systems consolidation, negatively impacting customer satisfaction. The company had been using manual, custom-coded point-to-point integration to connect CRM tools such as Salesforce and MS Dynamics AX and project management tools like Clarizen, Box, Piece Tracker, and GoFormz. However, this approach was not scalable or cost-effective. As Oldcastle continued to expand, the lack of a centralized, scalable, and repeatable integration solution made it increasingly challenging to integrate the acquired on-premises systems and data into the central cloud infrastructure. The company needed a hybrid integration platform to meet the full spectrum of their needs.

TiVo, a pioneer in home entertainment, faced a challenge as its growth continued to accelerate and new partners came on board. The company's infrastructure included over 40 web services that provided services for both TiVo and its partners. Prior to implementing Mule, TiVo integrated these web services in a point-to-point fashion using custom Java code. As the number of services increased, the infrastructure grew in complexity, becoming more and more brittle. Every new service required an exorbitant amount of development effort and was difficult to maintain. Even simple configuration changes presented a problem - because of all the dependencies introduced by the point-to-point architecture, any change to the system would trigger changes that cascaded throughout the application. Because of the complexity, developers would need to meticulously test the entire system, making sure that the change didn’t have unintended consequences.

UCSF Medical Center, one of the nation's leading academic medical centers, was previously using a homegrown paging system for communication among its 8,000 staff members. The system was robust, but it had its drawbacks. Communication was one-way and text-based, requiring doctors to call back for additional information, slowing the flow of information and response to patients. It was difficult to coordinate across care teams as messages were not saved for future reference. Finally, team members had to carry a pager around with them in addition to their mobile devices, which was cumbersome and expensive.

Ube Industries had adopted a commercial enterprise application integration (EAI) tool over a decade ago. However, as the volume and type of endpoints requiring integration increased dramatically over time, Ube’s legacy EAI tool could not scale to meet growing business needs. By 2013, the number of endpoints had risen to over 100 and system failures happened often. Identifying the root cause became increasingly difficult and a single bug could impact large portions of the architecture. When system downtime did occur, transactions within the affected systems ground to a halt. Recovering from these system failures required manual intervention, which increased dependency on individual skills and lengthened resolution time. With support of that EAI tool ending in January 2013, the mission critical nature of the SAP logistics and accounting systems, and business impacts associated with failed or delayed payments and distributions, Ube decided to move to a new architecture.

The Leukemia & Lymphoma Society (LLS) had been using a third-party outsourced application for its Team in Training (TNT) fundraising program. However, as the number of fundraisers increased, the application began to experience frequent outages and performance issues, leading to failed or duplicate donations. The weak integration between the outsourced application and LLS’s internal systems resulted in duplicative functionality and higher maintenance costs. Additionally, the 7% transaction fee and the delayed transfer of funds significantly increased LLS’s fundraising costs. LLS needed to regain control of the infrastructure end-to-end, developing a set of rich user applications and integrating them with the existing back-end systems. The new system needed to be highly reliable, with no messages lost, robust exception strategies, and an active/passive failover architecture to achieve full redundancy.

The University of the Witwatersrand, one of South Africa's premier research universities, was faced with a required migration of their central student system, the most important system in the university. The university had implemented an Oracle-based Student System as part of a large Oracle ERP deployment. However, in 2007, the university received a notice from Oracle that their existing student system would be reaching end of life in 2013. After an evaluation of alternatives, the university decided upon Oracle’s PeopleSoft CampusSolutions as their new student system. To facilitate the move from the old Oracle system to Campus Solutions, CNS needed to split the Student and HR systems, which ran in one large Oracle instance. This required additional integration between the two Oracle products, Campus Solutions and other ancillary systems. Integration would be key to making the transition seamless.

GIE-UGIM, a major health insurance consortium for French civil servants, was facing the challenge of continuously improving the services it provides to its over 800,000 members. Improved service increases retention rates and thus improves the financial position of the consortium as a whole. In 2010, GIE-UGIM implemented Silligent CRM as the central customer relationship management system for the group. However, the challenge was integrating the multitude of applications core to GIE-UGIM's business with the new CRM system. They decided an Enterprise Service Bus was the ideal architecture for their needs. They wanted to loosely couple applications with the new CRM system and allow their developers to focus on developing applications that provided value to their members, not protocol and data issues.

In 2010, Pacific Compensation Insurance Company (PacificComp) decided to change its business model from direct sales to utilizing insurance brokers. This significant shift required a major systems overhaul and posed substantial integration challenges. The company needed to integrate their policy management, billing management, and other systems to support its new business initiatives. The overall goal of PacificComp's business initiatives was to decrease costs and increase ease of use for both underwriters and their broker partners. This became the mandate for the architecture PacificComp's technical team was tasked to build. As much as possible PacificComp chose to invest in software as a service (SaaS) applications as these allowed the company to increase and decrease its usage as the market dictated. However, they also had several existing systems so it was necessary to integrate both current and new systems, whether cloud or on-premise.

Addison Lee, Europe’s largest premium car service, was facing the challenge of keeping up with changing customer behavior and the competitive pressure from new technology-focused entrants in the marketplace. The company needed to launch new mobile apps and features for enhanced customer experience and expand its partner ecosystem to increase user adoption. However, it was hindered by a brittle point-to-point architecture that took months to extend and change. The company needed to move away from bespoke code and towards a more efficient and flexible system that could deliver bookings application on a mobile device or web page.

Dixons Carphone, a leading specialist electrical and telecommunications retailer in Europe, faced the challenge of differentiating its in-store customer experience to compete against e-commerce vendors. The company aimed to drive consistent sales execution and gain deeper insight into sales and colleague performance. It also sought to optimize the customer buying journey and remove friction due to manual processes. The challenge was compounded by the expansion of Dixons Carphone's product offerings, which increased the breadth of sales expertise required of in-store sales teams.

Citrix, a pioneer in virtual workspace solutions, was looking to create agility and competitive advantage by pragmatically moving their primarily on-premises infrastructure to the cloud in phases. The first opportunity came from the marketing department. The Citrix marketing team needed a better way to synchronize data between Marketo and Salesforce. Client account data wasn't always up to date, hampering the pace of sales and the ability of the marketing team to use real-time data to refine their marketing efforts. Vinod Sangaraju, Integration Development Manager for Citrix, knew that an on-premises only solution would not scale with their long term vision to move to the cloud.

Deakin University, located in Melbourne, Australia, is facing significant challenges due to the arrival of the digital economy, changing funding models, and increased competition among educational institutions. The university needed to offer a unique service to its students to enhance their learning experience and stay competitive. However, students were struggling to learn efficiently due to disconnected applications. The university uses almost 200 applications across its operations, including learning management, student management, human resources, finance, and customer relationship management systems. The challenge was to integrate these systems to provide a seamless learning experience for students.

Splunk, a rapidly growing enterprise software company, was facing challenges in maintaining its pace of growth post-IPO. The company was using cloud technologies such as Salesforce for sales, NetSuite for finance, and other custom applications, including one for fulfillment. However, they were using a data extraction, transformation and loading tool (ETL) to manage the data flows between their systems and for an order fulfillment process across their sales, finance and fulfillment teams. This ETL tool was a black box, which made it challenging for Splunk's developers and IT team to quickly drive and support innovation. Moreover, the ETL tool proved to be incompatible with the company's fast-moving processes and goal to be a 100% cloud platform, as the tool required an on-premises agent. The system also ran in 15-minute cycles rather than in real time, limiting the speed of order processing.

In 2009, the Affordable Care Act was passed, and Colorado chose to create their own health insurance marketplace instead of using the systems provided by the Federal government. They also expanded Medicaid coverage. To ensure their citizens had access to these expanded health care benefits as soon as they came into effect on October 1, 2013, the State of Colorado had 6 months to build the new integrated system required to process applications online. The expectations of today's citizens have evolved significantly over the last 10-15 years. They now live in a 24/7 world, where they expect all of the services they consume to be readily available, easy to find and easy to use. The State of Colorado needed to deploy a system that met their citizens' ever growing expectations, while still meeting their tight implementation timeframe.

In 2012, Vertu became independent and separated from parent company Nokia. As a result, Vertu needed to build a brand new architecture, migrate and implement new applications and set up their own IT department. They needed to ensure they could continue manufacturing mobile phones, support existing customer devices using Nokia's software, and continue providing a superior service to their customers. To find a solution, they embarked on a 45-day discovery exercise to examine their current applications estate and determine a path to build out a new IT infrastructure that would support the vision of full visibility of their devices from cradle to grave and a have complete view of all customer interactions with the brand. They enlisted the help of WHISHWORKS Consulting to help them develop an innovative and cost-effective solution.

Sumitomo Corporation Asia & Oceania (SCAO) was facing frequent system outages and data loss due to issues with their Microsoft BizTalk integration platform. This was causing significant disruption to their business operations, including the exchange of vital business documentation such as purchase orders, purchase order confirmations, and shipping notifications. The system required a hard restart every three days, leading to high support costs and interruptions to customer-facing business operations. The issues affecting SCAO’s core business processes and overall customer satisfaction necessitated an immediate replacement of the current system. Management at SCAO wanted to ensure the replacement was quick to deploy and seamless to end users.

Panviva, a leading provider of Business Process Guidance software, was facing challenges with its legacy product, SupportPoint. The evolution of SupportPoint was hampered by legacy product architecture constraints that disrupted new development. The on-premises technology wasn't evolving as fast as it could, with SupportPoint caught in a loop of incremental development and bug fixes that customers found costly to deploy. Panviva needed to create an innovative product roadmap that leveraged future-proof technologies to enable rapid development and integrations in a SaaS delivery model. The primary challenge with its legacy software was the complexity around re-developing the software for genuine cloud compatibility and deployment, while also designing for scalability and multifaceted integration.

The company, a top 4 food retailer in the UK, was operating in a fiercely competitive retail market and needed innovative ways to drive in-store revenue while also expanding into new product categories and channels on the web. After acquiring an online baby retailer in 2011, the company had a high performing online channel along with new customers in the higher margin baby product category. To capitalize on this new channel and customer base, the company expanded the baby brand to a new series of retail superstores while looking to integrate these customers into the brand experience at their existing grocery stores. However, customer and product data were stored in multiple databases, an IBM Unica marketing automation platform, and an Avaya call center platform. The middleware manager and his team made the strategic decision to consolidate a single view of the customer in Salesforce to run multi-channel marketing programs across brands.

After enjoying years of accelerated customer and product expansion, in 2008, the company identified not only a profound shift in customer engagement as a result of emerging technologies and changing culture, but also an alarming halt in growth and innovation within the company. Slow-moving IT and a disconnected architecture bottlenecked new ideas, preventing new features and products from coming to market at reasonable speed, if at all. Without innovating and responding to customer demands at the speed of technology change, the company could not maintain its market stronghold over the long-term. This software provider decided to focus on continuous innovation, rapid testing of new concepts, and delivering delightful experiences to customers. But delivering on this vision required a major shift in IT. They needed to turn their IT capabilities into an innovation platform, and that required service enabling and connecting all of their applications and data sources, then API-enabling those services for rapid access by internal consumers, partners, and even third party developers. It also required a restructuring of the development organization into small teams that would execute rapid releases in agile sprints.

The government agency was facing the challenge of serving an expanding customer base with reduced funding and high demand for cost savings and faster turnaround. The technical environment was outdated and would not allow the agency to achieve these customer driven requirements. Poor process modeling and misaligned business and data flows meant that it took an astronomical amount of time to execute system integration flows using legacy integration solutions. The agency aimed to retire some of their outdated applications to improve and update the technical environment, but many point-to-point integrations had been built in and they had to find a way to loosen existing couplings.

Banque de Luxembourg, one of the largest financial institutions in Luxembourg, was facing challenges due to new regulatory requirements and heightened customer expectations. The bank's IT landscape was built upon point-to-point connections, based on individual project and line of business definitions. This approach was becoming very complex and time-consuming to integrate and capitalize on existing architecture. The bank acknowledged that a number of upcoming projects such as their web banking system and Visa 3DS System would not see good return on investment from this tight coupling between front end and core banking systems. The bank set out to understand how they could improve efficiency in their organization and reduce time to market.

ASICS, a global athletic footwear and apparel company, was struggling to deliver a seamless and consistent customer experience due to its inability to connect disparate systems such as order management and product management for the company's seven growing brands worldwide. The company generated only a small percentage of revenue through eCommerce and needed a new approach to engage customers directly via digital channels. As part of a new digital strategy to drive eCommerce, ASICS had to unify multiple systems across all brands, geographies, and channels. This required building a universal eCommerce platform to manage the global ASICS portfolio of brands, developing APIs to integrate with various Order Management Systems (OMS), product management systems, payment providers, email service providers, and legacy systems to access all the backend data, and migrating to the new eCommerce platform.

Wells Fargo, one of the largest banks in the world, was on a digital transformation journey to deliver a unified customer experience (CX) at the accelerated speed that their customers expect. The bank aimed to unify customers' experience around any interactions with the bank - whether it is over phone, web, or mobile. However, the challenge was to seamlessly integrate services from all partners and applications into the Wells Fargo experience and consistently render them on any channel.

Siemens, the largest manufacturing and electronics company in Europe, was tasked with deploying 60 million smart meters in response to UK climate change regulations. This massive undertaking required a more efficient way of managing their complex network of devices, vendors, and suppliers. The company's legacy IBM mainframes housed siloed services and data, which needed to be made accessible to their network of service providers. Additionally, Siemens needed to expose energy consumption data to regulatory authorities in real-time, eliminating the need for manual report preparation and submission.

Buffalo Wild Wings, a growing restaurant chain, faced two challenges in its quest to provide the best beer experience and better connect with their fans. The first challenge was monitoring to ensure that the Perfect Pour guidelines were being followed. The second challenge was managing the growing assortment of beers available in the market. Both challenges prompted the need to better leverage technology for operational efficiency. Buffalo Wild Wings needed a real-time monitoring technique and a better understanding of inventory. This was an IT challenge considering that the company needed to configure all new beer items in more than 1,200 restaurant POS systems before a restaurant can begin selling a new beer to a guest. Additionally, it was a business challenge to ensure restaurants gained an understanding of the actual beer inventory usage across all restaurants to help drive future purchasing decisions.

GANT, a global fashion retailer, wanted to provide a consistent experience across channels to keep up with changing customer preferences. However, they identified a major missed opportunity when customers found items out of stock online that were available in stores. This resulted in a negative customer experience and lower profits for the company. GANT sought to optimize orders across channels, but this initiative proved complex since data was siloed across systems, preventing real-time inventory updates. The retailer wanted to establish more control across its application landscape. And when it came to innovative new projects like the OSSC initiative, it was hard to make informed judgments about how long the project will be, and how much it would cost.

Service NSW, a government initiative in New South Wales, Australia, was conceived as a 'one-stop-shop' for citizens needing to interact with state government departments. However, executing on the program's broad vision provided a thorny challenge for the organisation's IT team. Delivering new digital services required that manual back-end processes be automated; doing so required access to data spanning over 40 government departments and agencies. The sensitive nature of the data involved made security an imperative, complicating things further. Recognizing the need for a connectivity platform that could not only handle complex data integration, but also orchestrate, expose, and govern data access through APIs, Service NSW adopted MuleSoft's Anypoint Platform to anchor the program.

Hologic, a leading global healthcare and diagnostics company, decided to adopt Salesforce's sales cloud, service cloud, and marketing cloud products to provide their growing sales and support teams with 360-degree customer views populated with real-time data. The executive team set an aggressive six-month timeline for the company to bring a pilot group into production. However, the Information Systems (IS) team was constrained with a heavyweight integration stack that slowed development time. They needed a faster way to deliver integrations to keep pace with the growing needs of the business. The project required real-time integration across multiple hosted and cloud systems, demanding new tools to make development faster and more agile.

Big Bus, the world’s largest owner-operator of hop-on hop-off open-top sightseeing tours, was facing a decline in traditional “on-street” sales using paper vouchers and a growing market demand for online sales options. The company needed to transform its sales strategy and customer experience. However, it lacked a unified integration strategy to support all these channels. Data was locked in monolithic legacy systems, and the company had to establish disparate, inefficient point-to-point connections with each new partner that was added to their ecosystem. This slowed and even prevented new partner onboarding. Big Bus needed a new technology to effectively and efficiently integrate internal sales systems with digital channels and partners.

Airbus, a leading aviation company, was facing the challenge of meeting the growing needs of the aviation industry, which is expected to double in the next 15 years. The company needed to significantly increase aircraft production while reducing costs and improving efficiency in a sustainable manner. However, Airbus's legacy systems were not equipped to support this massive growth. As a result, Airbus needed to revolutionize its approach to IT, transforming from a manufacturing company into a technology company. This required a complete overhaul of its IT strategy, including implementing an enterprise-grade API platform to enable digital transformation at scale, building a library of reusable APIs to speed up development time, leveraging APIs to unlock data in backend systems and expose it to suppliers, employees, and internal and external stakeholders, streamlining the supply chain to meet growing production pressures, and delivering self-service mobile applications to improve manufacturing team efficiency.

Pilot Flying J, the largest operator of travel centers in North America, was facing a challenge with its IT systems. The systems were either siloed or connected via one-to-one integrations, making critical data inaccessible. This was hindering the company's ability to provide a fully personalized and frictionless guest experience. To overcome this, Pilot Flying J needed to adopt an omnichannel strategy, backed by fully integrated systems, that allowed guests to engage with the brand through multiple channels - whether it is checking parking availability and reserving showers on the mobile app or redeeming offers on the web portal.

LuxairGroup, a key aviation company in Luxembourg, was facing stiff competition in a market dominated by global alliances and low-cost airlines. The company needed to differentiate itself by driving innovative experiences through technology. However, LuxairGroup’s complex IT environment was already supporting 1,500 users with 120 applications that were mainly connected with tightly coupled, point-to-point integrations. This made it difficult to connect new systems, replace old applications, and pursue innovation. The result was high maintenance costs, specifically due to IT’s limited visibility into the application landscape, application interfaces, and security standards. To address these business challenges, IT needed to establish a higher level of control and security when connecting to third-party applications, get a holistic view of existing integrations, and increase the speed of delivery for innovative projects.

SES is a communications satellite company that has 65 satellites covering 99% of the world population. It distributes over 7,700 digital TV channels to 325 million homes globally. As part of a new business strategy, SES needed to transition from a wholesale, infrastructure provider to an end-to-end service provider to customers across the world. This includes providing access to Netflix for a crew on a ship in the Pacific to direct-to-home platforms that want to better understand how their customers use their services. The challenge was to transform its digital landscape and establish closer relationships with its customers by building a customer portal to unify their experience.

Unilever’s IT team faced numerous challenges, due to their infrastructure size, which encompasses 1,000 applications, 10,000 interfaces, and 500 IT projects per year. Unilever had multiple global teams and was looking to find more efficient solutions to deploy new products and services.

HSBC, one of the world's largest banks, was facing the challenge of technological disruption in the financial services space. This disruption brought new regulations, higher customer expectations, and increased competition. To stay ahead, HSBC needed to become the disruptor, which required the use of APIs to securely unlock data from thousands of applications and make core banking services available to internal and third-party developers. The bank aimed to improve the customer experience and open new revenue channels by launching an API developer portal, increasing customer loyalty, and partnering with third-party platforms to deliver new HSBC products and services.

BP, one of the largest energy companies in the world, is facing the dual challenge of meeting the increasing global demand for energy while reducing emissions. The key to achieving these goals is to leverage digital solutions, big data, and advanced technologies. The BP IT&S team is tasked with accelerating the pace of technology delivery, securing data access, and reducing dependencies on costly and time-consuming legacy systems. The team needed to modernize legacy systems to speed up access to applications and data, shift the role of IT from simply delivering technology solutions to enabling the business to take advantage of digital technology, and develop a Center for Enablement (C4E) to drive the adoption of BP’s API strategy.

Legal & General (L&G) is the United Kingdom’s largest provider of individual life assurance products and a top 20 global asset manager. The insurance industry has changed dramatically with increasing pressure to reduce costs and engage customers through digital channels. To remain competitive, L&G’s insurance arm, General Insurance (GI), has a goal to become a market leader in providing digital access to insurance. However, developing digital experiences for customers and advisers requires connectivity between various systems, surfacing claims, policy, billing, and other data in a quick and scalable manner. But behind the scenes, the company’s IT systems were connected via point-to-point integrations, which exacerbated operational inefficiencies and forced teams to reinvent the wheel each time they needed to develop a digital experience or release a new product or service.

Australian workers' compensation insurance company, icare, protects 3.6 million people across 326,000 businesses and 193 government agencies. The company needed to improve its customer experience by delivering a digital, machine learning-driven system that makes submitting and processing claims quick and easy. However, icare's customer data were siloed in SaaS and legacy systems, creating a disjointed, slow process in which customers had to fill out paperwork and visit multiple websites to submit claims, choose a policy, and more.

Tic:Toc, an Australian fintech company, was launched with the aim of transforming the traditional home loan process. The company wanted to eliminate the inefficiencies in the home loan approval and fulfillment process, allowing customers to easily submit loan applications online and receive instant decisions. However, the challenge lay in the complexity of the traditional process. For instance, validating a property purchased via a home loan involved multiple steps and parties, making it a time-consuming process. To provide customers with a seamless, instant home loan application experience, Tic:Toc needed to integrate data from various sources, offer real-time document generation and home loan decisions, and deliver their new product to market quickly to gain a competitive advantage.

New South Wales Health Pathology (NSWHP) is an Australian statewide health organization that provides services to various local government bodies. The organization operates more than 60 laboratories, 150 pathology collection services, and conducts over 100,000 clinical tests per day. However, NSWHP's IT systems were siloed, making it difficult to deliver on key initiatives that would improve patient outcomes, maximize taxpayer benefits, and build a foundation for change. The organization sought to efficiently integrate data to deliver time-critical initiatives, including digitizing pathology results to speed up access to patient data and make clinical decisions faster, reducing cost and effort associated with transportation and testing, and building a foundation to rapidly respond to change and emerging, urgent demands, including COVID-19.

The Indiana Department of Child Services (INDCS) manages over a quarter million child cases per year, requiring the collaboration of over 4,000 staff members. The department needed to digitize its processes to scale with the case volume, streamline staff member collaboration, and improve the entire child services journey. The objectives were to modernize legacy systems, implement a national electronic system to exchange case data with courts, families, and other state agencies, create a single view of the over 20,000 children in its care, and ensure caseworker and child health safety by creating a comprehensive view of health data in response to COVID-19.

RBC Wealth Management, a division of RBC Capital Markets, was facing challenges in delivering a world-class customer experience. The company, which has over $379 billion in total client assets and more than 2,000 financial advisors operating in 179 locations across 42 states in the US, needed to further embrace digital to remain competitive. However, achieving these goals proved difficult as RBC needed to unlock critical customer and financial data in siloed legacy systems and integrate that data with modern cloud and on-premises applications across the organization for a single customer view. The company's objectives included automating and connecting siloed legacy systems to digitize paper-based onboarding processes, building a single customer view and improving financial advisor productivity by integrating legacy data with cloud and on-premise systems, and launching a client service portal that streamlines the customer experience.

Revolution Beauty, one of the fastest-growing beauty brands in the UK, was facing challenges with its eCommerce platform. The website could not keep up with the brand’s pace of continuous innovation and new product releases. It was difficult and time-consuming to update and add pricing, images, product descriptions, and other critical information. To maintain market leadership, Revolution Beauty also needed to integrate its eCommerce platform with on-premises applications for a single customer view — enabling customer service reps to resolve inquiries faster and deliver a seamless customer experience.

AXA Luxembourg, part of the AXA Group, aimed to become the #1 preferred insurance company by embracing digital transformation to outpace competition and better serve their policyholders. However, the company faced challenges in leveraging their data due to the need to connect different homemade systems on-premises and external systems in the cloud. The custom-coded integrations made it costly and slow to connect systems, apps, and data. The company aimed to reduce operational costs, eliminate manual labor by automating key business processes such as claims management, create a single customer view of policyholders to resolve their queries faster, and build an architectural foundation that enables the team to launch future customer innovations more quickly through reuse.

Ahold Delhaize, a global food retail group, is striving to stay ahead of the competition in the rapidly evolving retail world. The company is implementing an omnichannel strategy, blending the best of brick-and-mortar, delivery, and pick-up. However, to future-proof its business, Ahold Delhaize needed a way to quickly incorporate new technologies and respond to changing consumer demands.

Salesforce, a global leader in CRM, has grown rapidly over the years, acquiring over 70 companies. This growth has resulted in thousands of systems and massive amounts of data. The company had leveraged MuleSoft's Anypoint Platform well before acquiring the company. After the acquisition, Salesforce initiated an effort to adopt API-led connectivity to better integrate systems and data, aiming to provide connected experiences to their 150,000 customers and 49,000 employees. The company wanted to move away from point-to-point connectivity to unlock and integrate critical data across the enterprise, create a single view of their employees, automate manual HR processes, and integrate Salesforce customer accounts with the accounts of acquired companies to build a 360-degree customer view for sales teams.

WatchBox, a leading company for buying, selling, and trading pre-owned luxury watches, wanted to scale its business internationally via eCommerce. The company's success relied on exposing its inventory to as many customers as possible for quick resale. This required creating a powerful eCommerce experience that not only allows for rapid expansion but also pulls critical inventory data from legacy and homegrown systems. The objectives were to create an eCommerce platform that allows for rapid expansion into new regions, unlock and unify data from legacy and homegrown systems, and build standardized eCommerce processes that support quick inventory turnover.

Invesco, a global asset management firm, was facing challenges due to the existence of over 200 siloed IT systems. These systems were preventing business users from quickly accessing valuable customer and market data. The lack of data access was also impeding the development process at Invesco, as teams had little transparency into other team’s work or projects currently in development, leading to inefficient and repetitive processes. Invesco needed to enable data sharing between multiple business units and 1,700 tech employees worldwide.

SMCP Group, a French luxury retailer, aimed to build a single view of the customer across its in-store and online channels to better understand shopping habits, increase touchpoints with customers, and provide a more personalized experience. The company also wanted to deepen relations with wholesalers by allowing real-time data exchange. However, SMCP's aging IT infrastructure, underpinned by legacy systems, made it difficult to unlock critical data, preventing them from building a single view of the customer and sharing data across different functions and with partners. The team was forced to manually batch upload information such as orders to disparate systems of record at regular intervals throughout the day. These manual uploads were not only time-intensive but led to data duplications.

Liberty Holdings, a South Africa-based financial services and insurance group, was facing a challenge due to its outdated and inefficient claims process. The company had its claims, customer, and underwriting data information stored in multiple monolithic back-end systems. This resulted in a suboptimal insurance claims process that required claims processors to manually extract data from seven different systems and enter it into a spreadsheet. They then had to log into several other systems in order to process a claim. The operation was slow, prone to human error, and did not provide the level of support that Liberty’s customers expected. Liberty needed to digitally transform its operations, modernizing legacy systems to streamline the claims process and provide a better customer experience.

INSEAD, a leading global graduate business school, was struggling with a complex tech ecosystem comprising over 100 siloed applications. This complexity made it difficult for the institution to meet the expectations of students and faculty, leading to a depreciated experience, especially during enrollment and scheduling. The situation also resulted in an overload of manual work for staff and increased IT operations costs. INSEAD needed a new integration approach to break down information silos, connect multiple mission-critical systems, and deliver an industry-leading education experience for students and faculty worldwide.

The City and County of Denver (CCD) aimed to bring a digital experience to Colorado residents and businesses, allowing them to conduct government-related services online. This involved connecting legacy IT systems and critical data to new cloud-based services across over 50 agencies, implementing new technologies to enhance the delivery of law enforcement services, and streamlining key government services such as licensing and permitting. Before MuleSoft, the CCD team used Oracle’s ESB solution, which slowed down innovation and required frequent, time-consuming updates, custom integrations with multiple single points of failure, and very little documentation or reusability.