Mulesoft Case Studies Cisco Meraki's $5 Billion Sales Boost Through 92% Lead Routing Accuracy

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	Cisco Meraki's $5 Billion Sales Boost Through 92% Lead Routing Accuracy Mulesoft

Cisco Meraki's $5 Billion Sales Boost Through 92% Lead Routing Accuracy

Mulesoft

Technology Category	Networks & Connectivity - Gateways Platform as a Service (PaaS) - Application Development Platforms
Applicable Functions	Procurement Sales & Marketing
Use Cases	Cybersecurity Inventory Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	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. Read More
About Customer	Cisco Systems is a global leader in IT and networking solutions, specializing in switches, routers, cybersecurity, and IoT technologies. In 2012, Cisco acquired Meraki, a company that specializes in cloud-managed network solutions. This acquisition was aimed at expanding Cisco's market reach. However, the integration of the two companies presented challenges, particularly in managing the significant increase in leads coming from Cisco to the Meraki sales team. The team was using a lead management solution that consisted of six different legacy systems, which were prone to errors and inefficient in assigning leads to the appropriate sales reps. Read More
Solution	Cisco Meraki implemented an end-to-end integration strategy using MuleSoft Anypoint Platform, Salesforce Platform, Sales Cloud, Tableau, and Slack, which are part of the Salesforce Customer 360. They replaced their legacy systems with Customer 360, reducing their tech stack from six disparate systems to two. Anypoint CloudHub, a component of Anypoint Platform, provided the globally distributed architecture needed for the company to scale. Anypoint Platform enabled the team to integrate its systems of record, intelligence, and engagement to improve operational efficiencies and create a single source of truth for its sales data in Salesforce. They created a new routing logic to improve lead routing accuracy. Information now automatically flows from the email system into Salesforce via APIs, making it available for Tableau to ingest the data and provide actionable insights. Anypoint Platform also enabled the integration of Slack with Salesforce, allowing the sales and IT operations teams to act on leads in real time with near-instant alerts. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - Gateways

Platform as a Service (PaaS) - Application Development Platforms

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Cybersecurity

Inventory Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

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.

About Customer

Cisco Systems is a global leader in IT and networking solutions, specializing in switches, routers, cybersecurity, and IoT technologies. In 2012, Cisco acquired Meraki, a company that specializes in cloud-managed network solutions. This acquisition was aimed at expanding Cisco's market reach. However, the integration of the two companies presented challenges, particularly in managing the significant increase in leads coming from Cisco to the Meraki sales team. The team was using a lead management solution that consisted of six different legacy systems, which were prone to errors and inefficient in assigning leads to the appropriate sales reps.

Solution

Cisco Meraki implemented an end-to-end integration strategy using MuleSoft Anypoint Platform, Salesforce Platform, Sales Cloud, Tableau, and Slack, which are part of the Salesforce Customer 360. They replaced their legacy systems with Customer 360, reducing their tech stack from six disparate systems to two. Anypoint CloudHub, a component of Anypoint Platform, provided the globally distributed architecture needed for the company to scale. Anypoint Platform enabled the team to integrate its systems of record, intelligence, and engagement to improve operational efficiencies and create a single source of truth for its sales data in Salesforce. They created a new routing logic to improve lead routing accuracy. Information now automatically flows from the email system into Salesforce via APIs, making it available for Tableau to ingest the data and provide actionable insights. Anypoint Platform also enabled the integration of Slack with Salesforce, allowing the sales and IT operations teams to act on leads in real time with near-instant alerts.

Impact #1	The implementation of the Salesforce Customer 360 and the Anypoint Platform significantly improved Cisco Meraki's operational efficiencies. The new system eliminated the need for manual data entry, reducing errors and freeing up the sales reps to focus on their core responsibilities. The integration of Slack with Salesforce allowed for real-time action on leads, improving the customer and prospect experiences. The improved lead routing accuracy ensured that the right sales rep could follow up on leads while they were still hot, reducing the lag time between lead generation and opportunity development. The reduction in dedicated resources allowed the company to reallocate the highly-skilled IT team to higher-value, strategic projects.

Impact #1

The implementation of the Salesforce Customer 360 and the Anypoint Platform significantly improved Cisco Meraki's operational efficiencies. The new system eliminated the need for manual data entry, reducing errors and freeing up the sales reps to focus on their core responsibilities. The integration of Slack with Salesforce allowed for real-time action on leads, improving the customer and prospect experiences. The improved lead routing accuracy ensured that the right sales rep could follow up on leads while they were still hot, reducing the lag time between lead generation and opportunity development. The reduction in dedicated resources allowed the company to reallocate the highly-skilled IT team to higher-value, strategic projects.

Benefit #1	33% boost in lead routing accuracy, from 59% to 92%
Benefit #2	50% decrease in dedicated resources, from two IT teams to one
Benefit #3	37% reduction in deal routing support cases

Benefit #1

33% boost in lead routing accuracy, from 59% to 92%

Benefit #2

50% decrease in dedicated resources, from two IT teams to one

Benefit #3

37% reduction in deal routing support cases

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Overview

Cisco Meraki's $5 Billion Sales Boost Through 92% Lead Routing Accuracy

Operational Impact

Quantitative Benefit