Client Overview
The Hotels Network (THN) is a leading technology company in the hospitality sector, offering innovative tools to enhance guest experiences and optimize revenue. The Hotels Network (THN) approached us to help address a critical challenge—managing the data silo between their sales and support teams. This disconnect was hindering their ability to operate efficiently and gain a unified view of customer interactions. By streamlining their data flows and integrating their systems, we were able to bridge the gap between sales and support, ultimately increasing THN's operational efficiency and enhancing its ability to deliver a seamless customer experience.
In the face of rising costs and operational complexity; THN needed a more streamlined solution that would support and scale their daily volume efficiently without compromising security.
Challenges
The Hotels Network (THN) faced significant challenges due to fragmented insights and disconnected data streams between their sales and support teams. This siloed data made it difficult to achieve a unified view of customer interactions and hindered efficient communication. Their complex architecture, built on multiple data streaming services, added layers of cost and complexity, making it hard to manage and scale effectively. On top of this, the organization needed to handle high volumes of data, processing around 100 daily events, each with numerous data elements, which created operational bottlenecks and inefficiencies. These challenges underscored the need for a streamlined, integrated approach to data management that could support both high throughput and seamless cross-functional insights.
Solution Overview
Meroxa provided THN with a comprehensive data integration solution using their
Conduit Platform
to streamline the flow of data between Salesforce and Redpanda. By creating a unified pipeline, Meroxa simplified the architecture, reducing operational costs and providing real-time updates.
Key Components of the Solution
- Salesforce Integration
- Meroxa set up a Salesforce trigger and platform event configuration to publish key events in real-time.
- This ensured that customer interactions and property data were kept up-to-date without manual interventions, improving the overall flow of data from the sales to the support teams.
- We've configured the Salesforce platform event to publish different event types, and Meroxa was able to handle them as expected using multiple Topics
- Meroxa was able to adapt the JSON format to be published in Redpanda to the specifications of the customer's team. This helped us to keep a consistent JSON notation with other integrated systems.
- Redpanda Cluster Setup
- Meroxa configured a Redpanda cluster, managing topics with secure Access Control Lists (ACL) and authentication mechanisms to protect data and ensure seamless, secure connections between the systems.
- Meroxa Conduit Platform
- The entire pipeline was managed using Meroxa’s platform, which consumed Salesforce events and streamed them into Redpanda. Secrets management for secure credentials and connection monitoring was handled through Meroxa, providing a centralized and reliable data flow infrastructure.
- The solution was designed to support THN’s current data volume and had the flexibility to scale as their business grows.
Implementation Timeline
- Phase 1: Initial consultation and requirements gathering.
- Phase 2: Salesforce and Redpanda integration setup (1 week).
- Phase 3: Testing and troubleshooting (2 weeks).
- Phase 4: Full deployment and production (within 1 month from project start).
"The Meroxa team worked with us to design, build & deploy an efficient low-code solution to connect our Salesforce org with our internal backend system via the Redpanda streaming platform."
-
David Sanchez Carmona
Senior GTM Systems Manager
Results and Benefits
- Improved Data Flow
- With the consolidated data pipeline, THN eliminated siloed data between Salesforce and Redpanda, achieving a unified, seamless data flow.
- Data updates are now processed in real-time, enabling faster response times and improved service levels.
- Reduced Operational Costs
- By streamlining its architecture and eliminating the need for multiple data streaming services, THN reduced operational complexity and cut costs by up to 30%.
- Real-Time Insights
- Real-time data streaming from Salesforce into Redpanda allowed THN to make informed decisions quickly, enhancing customer support with more timely responses to customer interactions.
- Scalability
- The solution provided by Meroxa offers a flexible and scalable platform, allowing THN to handle current data volumes and easily expand as their needs grow.
"By publishing event messages in Salesforce's Apex to Meroxa, we've enabled our Client Success team to speed up the onboarding process for new clients and a more reduced number of data entry issues".
-
David Sanchez Carmona
Senior GTM Systems Manager
Conclusion
Meroxa’s Conduit Platform has transformed THN’s data architecture by providing a streamlined, scalable, and cost-effective solution to manage their data flow between Salesforce and Redpanda. With real-time insights, reduced complexity, and lower operational costs, THN is now positioned to enhance its customer service capabilities and optimize its operations for future growth.
By consolidating multiple services into a single, efficient pipeline, THN can continue to innovate and scale, with a future-proof infrastructure capable of adapting to their evolving needs.
