Bringing the Hootsuite platform into Salesforce Cloud

At a Glance:

To meet the needs of its largest customers, Hootsuite sought to connect its social media platform into the world’s leading CRM.

Building amazing new connections

Hootsuite, the global leader in social media management, was founded in 2008 with the purpose of helping people connect and do amazing things together. Today, the Hootsuite platform is trusted by more than 18 million customers worldwide, including over 80% of the Fortune 1000.

Since 2012, Hootsuite has counted on 6kites to build custom software and integrations that bring new capabilities to Hootsuite customers and extend the company’s software into other market-leading platforms, including Adobe, Atlassian, Foursquare, IBM, Marketo, Sprinklr, and Salesforce. As a trusted partner, 6kites gives Hootsuite greater capacity to execute strategic initiatives, extend the reach and capabilities of its software, and meet unique customer requirements.

An opportunity for integration

Connections are more important than ever. No more so than within the enterprise, where business leaders are seeking to bring their teams and tools together by consolidating platforms or creating new integrations between them.

In 2019, Hootsuite’s Sales team was pursuing an opportunity at one of the world’s largest consumer goods companies. Although the prospect’s Marketing team preferred Hootsuite’s platform, the organization wanted a solution that would tightly integrate with its Salesforce CRM and allow social information to be attached to cases and contacts.

To win the opportunity, Hootsuite needed a custom integration that could send social mentions to Salesforce, attach them to an existing case or create a new one, and allow public or private replies directly from Salesforce. Adding to the challenge, the prospect had a heavily customized Salesforce deployment with a plethora of custom fields and field types representing hundreds of thousands of products.

Ultimately, the integration needed to do a lot more than move data between systems. It needed to recreate the Hootsuite user experience inside of Salesforce, while addressing complexities like authentication and administration.

A winning integration for Salesforce Cloud

Given the strategic importance of the integration, Hootsuite needed a trusted partner who knew the platform inside-out and could quickly architect and build a solution that would win the prospect’s confidence and business.

With an initial timeline of just two weeks, 6kites’ software development team partnered closely with Hootsuite’s Sales and Product teams, along with the prospect’s Salesforce consultants, to architect, design, and develop a custom solution that fully integrates Hootsuite with Salesforce.

Using our exceptional software development methodology, 6kites’ software architects built a long-term roadmap for the integration that would enable it to become a standard, reusable component for other Hootsuite customers. We designed and built the integration, worked with the customer on acceptance testing, and followed through by hosting, monitoring, and supporting the solution.

Now, the customer’s teams are able to use Hootsuite’s powerful social media management capabilities within Salesforce and enrich CRM records with data from across social networks. Meanwhile, Hootsuite was able to win a valuable opportunity, and has since extended the integration to other customers who need to connect their Salesforce and Hootsuite platforms.

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