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Support organizational change with Salesforce and MuleSoft Anypoint Platform

Digital transformation is not only about digitized information and louds of technology, it is also about organisation and new processes. Having digitized your business content and opened up to exchange data in smarter ways means that you have also established a foundation for evolving your business processes and organisational structure to face the challenges and opportunities of the digital revolution.

With the right digital infrastructure capabilities, you will be in the drivers seat to face the new reality. With a combination of the Salesforce and MuleSoft Anypoint Platforms as part of your digital infrastructure, you have a great foundation to reinvent your organisational structure and make data flow in new ways.

Organizational change to build new business capabilities

Preparing your organisation to be competitive through the digital revolution and to digitally transform your operations is a lot about business change.

We have elaborated much about this in our description of the ”Business Change” quadrant of the ”Redpill Linpro Digital Ready Model”. A good example of such a digital business driven organizational change is the introduction of a ”self service” approach to APIs and data/information exchange.

With an API led approach to integration, you will move the responsibility for integration from a central unit (often labelled as an ICC) to a decentralised structure where each system owner is responsible for providing and publishing APIs for communication in an API Gateway/portal.

With this approach you can avoid creating a central bottleneck (the ICC) that swallows a lot of resources and adds lead time on development for new applications. With a successful implementation of an API led strategy and self service enabled, you will instead make it easy for application developers to find APIs and information from internal and external systems.

This will increase innovation and development speed. To achieve this transformation, you will have to address issues with budget reallocation, new responsibilities and changing requirements for competence/knowledge from system owners.

This is just one example of the organizational changes that are required to gain the full benefits from your digital strategy and introduction of new digital capabilities such as the Salesforce and Anypoint Platforms. 

Change of responsibilities

The digital transformation and the introduction of new digital capabilities also creates unique opportunities to gather and analyze data (we have touched on this in earlier blog posts). It is also possible to make this data available to your organisation as information to support decision making or even to automate decision making based on gathered data.

To make this happen you will of course require the support of the right digital tooling (the Salesforce and Anypoint Platforms can be important parts of such capabilities), but you will also need organizational change to be able to explore the full potential of these capabilities.

Making more information available to a larger extent of your organisation will make it possible to decentralize decision making and with analytics, your management can make sure to follow progress and make sure that the right decision are being made. No matter if decisions are made by individuals or automated by digital tooling.

To make this happen includes management handing over parts of their responsibilities to other parts of the organisation and focusing more on coaching, follow up and business development related activities instead.

Even though this might sound like a natural and sought for development by some, it might also be a bit hard for others to give away a bit of their power and the actual decision making. For these persons, this change might require some explanation and persuasion.

If you can support this change with proof that you have the right tooling to do this change with maintained control and potentially increased efficiency as a result, your odds for a successful organizational change will increase. 

A platform to support organizational change

The Salesforce and Anypoint Platforms are examples of digital tooling that can support your organisations digital transformation and consequently organizational change. The Salesforce platform can be used to implement new processes and to distribute the right information to the right person in your organisation at the right time.

With a 360 customer view (referrenced in earlier blog post) you can provide your sales, customer claim or marketing departments with the information they require to make the right decision when in contact with the customer without having to look in multiple locations/systems.

This enables each individual to make informed decisions and increase the customer experienced value from contacts with your organisation, rather than having to seek management approval for every decision. Utilising the capabilities of the Anypoint Platform to enable integration and information distribution through APIs enables self service, which in turn creates a possibility to increase innovation and application development speed.

The organizational change related to achieve this, will have to be managed by you. 

How to get started?

Through our experiences and innovative packaging, such as the ”Integration as a Service” offering for the Anypoint Platform and the ”Digital Ready Model”, we can add value and a new view to your work with integrating your business and increase your operational efficiency.

We have experience from driving organizational change as part of digital transformation initiatives and have a lot of experience from real life implementations of both Salesforce and the Anypoint Platform. 

Written by Fredrik Svensson