Challenge: Overhauling the Integration Strategy
AT&T Inc., a telecommunications giant, faced challenges with legacy systems hindering effective customer experience management. Multiple systems connected via point-to-point integrations led to data accessibility issues for sales and service teams. The absence of a unified platform caused delays, extensive wait times, and customer dissatisfaction.
Objectives: Improving Customer Experience through Digital Transformation
AT&T aimed to modernize customer and team experiences by replacing P2P connections with API-based integrations. The objectives included aggregating customer data from over 50 systems, establishing a seamless customer view, and empowering over 9,000 agents with streamlined systems for managing interactions.
Solution: Connecting Systems with APIs
To achieve digital transformation, AT&T adopted the Salesforce Customer 360 platform with MuleSoft. They replaced P2P integrations with over 50 APIs, bridging Salesforce with legacy systems to enhance data accessibility. Infrastructure improvements like CloudHub Platform Operationalization enhanced security and governance.
Results: Savings and Efficiency with MuleSoft
AT&T's deployment of MuleSoft API-led connectivity led to saving 2 million work hours annually. The integration streamlined customer support and reduced data access time for service reps. Notably, time to market for new products decreased significantly, with 120 products now built using API integrations.