March 27, 2017 - Delivering More Awesome Customer Experiences with Salesforce

Trust is important in any relationship. As a customer myself, I know what it feels like when I give my business to someone and they don’t come through as promised. Building a strong level of trust takes time and it doesn’t take much to lose it. That’s why I am so gratified, time after time, to see our customers show their trust in Apps Associates, when they return to us to continue their cloud transformation.

Taconic Biosciences is a global provider of genetically engineered rodent models and services. Founded in 1952, they help the biotechnology and pharmaceutical communities acquire, custom design, breed, precondition, test, and distribute highly relevant research models worldwide. They have an extraordinarily unique, time sensitive inventory to manage so it is imperative for Taconic to be able to quickly and accurately respond to clients’ needs.

Delivering More Awesome Customer Experiences with Salesforce

Taconic runs on Oracle E-Business Suite (EBS) for most functions and their customer management landscape consisted of Oracle CRM and a series of databases. As is often the case with a hybrid environment, they also had a number of manual processes that needed to be automated to streamline the workflow from lead to customer resolution. Taconic wanted a 360 degree view of their customers and real-time information on a single cloud-based solution that supported their end-to-end process.

They went with Salesforce and built their workflow around the Salesforce processes, from lead to cash to customer resolution using Salesforce Service Cloud, Salesforce Sales Cloud, Salesforce Communities, and Salesforce Wave Analytics. They went with Apps Associates to design and develop the solution because of our strong, prior relationship with them. We already understood their Oracle data structure and data set because we helped build it so we used MuleSoft® integration platform to communicate with Oracle and Salesforce. We had the system up and running in less than six months and under budget.

You can get the rest of the story here and learn about the impressive results Taconic is getting with this powerful, improved workflow that revitalized their customer experience and is giving them a competitive edge. You can also find out how we delivered a better customer experience with Salesforce at Kronos.

Posted by Ben Pastro

Ben is the President of Apps Associates. Ben is responsible for growing the company's services & solutions portfolio to help its customers improve their businesses. Consistent with Apps Associates’ DNA, Ben brings a tremendous focus on establishing long-term customer partnerships and associate development.

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