Bernicia has been providing quality homes and services to people in the Northeast for over 50 years, earning a reputation as one of the country’s leading housing providers.  To support improvements with their customer service experience Bernicia recently purchased Salesforce and MuleSoft and requested Alscient’s expert help to build an integration between Salesforce and their housing management platform.

Bernicia were looking to build a bi-directional integration with their Housing Management platform Aareon QL (QL) to streamline the update of detail between Salesforce and QL.

Die Anforderung an Alscient bestand aus Folgendem:

• Configuration of MuleSoft to support integration between Salesforce and Aareon QL.
• Support the synchronisation of Account, Work Order, Asset, Products/SoR’s and Rent Transaction detail from QL to Salesforce.
• Provide an API callout to pull the latest rent transaction detail from QL and render a .pdf document for download.
• Provide an API callout to pull asbestos data which was rendered via a portal which was used by operatives to understand the asbestos footprint against properties.
• Support the synchronisation of Case details from Salesforce back through to QL.

Alscient addressed these requirements in a phased approach making use of MuleSoft, Service Cloud and Experience Cloud.

We initially held a series of discovery workshops to ascertain the full set of requirements. A design document was then provided to capture the full set of requirements. Following sign-off of the design, functionality was built out over a series of sprints. End user feedback was provided throughout in the form of show and tells. Following a period of system testing the solution was then handed over for user acceptance testing (UAT). Following successful completion of UAT and end user training the system was made live.

A branded web page was provided (housed on Experience Cloud), enabling operatives to search for asbestos detail against a particular property. Additionally, a web service was exposed by MuleSoft which pulled rent transaction detail from QL on demand to allow agents to generate a .pdf download.

All aspects of the project were successfully delivered, within the original budget and timeline. Additionally, the solution has allowed agents to reduce their average handling time by virtue of not having to jump between disconnected systems.