Henry Schein

Henry Schein

Henry Schein (ANZ) Moves On-premise Data To The Cloud at the Lightning Speed of Integration

Henry Schein is a U.S.-based fortune 500 company that distributes health care products. The company has a presence in 34 countries. Their ANZ business team is comprised of about 375 employees.

Background

Henry Schein started to deploy Salesforce around 2015, which is when they noticed that integrations were going to be a major challenge since they had  several on-premise and third party applications. They piloted their first enterprise-grade cloud deployment using the Salesforce platform. The organization used Office 365 as well as a few other cloud products. Their U.S.-based parent company already provided some integration with Office 365. They had IDSF from the central U.S. location that could connect their data together and store it in the cloud so they did not need to replicate their data.

Business Goals

A primary focus for Henry Schein was to enhance the customer experience by reducing the amount of time it took to find critical customer information. Previously, sales would have to search in five different locations to gather enough data to piece together a comprehensive view of their customer. This took away valuable time from the sales teams, whose primary focus should be building relationships and closing opportunities with clients. The company wanted to place more contextual information directly into the hands of the field sales team, by providing a means to uncover and aggregate data in Salesforce, and giving them a complete picture of their clients’ activity.

The team needed to find an integration solution that was easy to use and could move data quickly, consistently and efficiently. They measured the success of this project by how the integration project was implemented within their timeline and budget, and how their business objectives of improved connectivity were met. The Jitterbit model allowed them to add or remove endpoints as integration needs changed. Native connectivity to their existing systems,  was also a big thing for the team, considering they do not have many developers to handle heavily coding applications.

“The Jitterbit team understands our business model and our requirements and are extremely easy and enjoyable to work with.” – Sean Toms, Chief Information Officer

A major objective they were focused on was the reliability of the solution.They did not want to worry about integration or compromise data security, as the data moves back and forth between applications. Jitterbit provided a platform so that they did not need to add a layer to manage around information security as it innately secured data transfer between systems, both within and outside their organization. Before using Jitterbit, their application integrations were custom and very difficult to support. Using Jitterbit Henry Schein can now integrate with third-party applications in a consistent manner.

“Using Jitterbit we now have data security and peace of mind. Also, reliability and value for the cost and supportability is a key benefit to us. We have never experienced a reliability issue, Jitterbit has been rock solid since the day we implemented.” – Sean Toms, Chief Information Officer.

Henry Schein has been able to harmonize integrations through the Jitterbit Harmony platform, saving time and effort in regards to troubleshooting and support, with the exchange of data. Increasing the speed of integration due to the many endpoints and out-of-the-box connectors available through Jitterbit also allows Henry Schein to work faster and complete integrations projects quickly. And finally, their sales team is able to focus more on closing deals with clients versus wasting valuable time searching for data.

Key Capabilities of an Optimal Integration Solution

One of Henry Schein’s current practices is to use off-the-shelf commercial products. They rarely develop or customize applications and even if they did, they usually went through a partner because it was the only way they could receive the commercial support they needed. Overall, the company required an integration solution that could provide flexibility, was cost-effective, and that was easy to work with from an employee, product, and company perspective in terms of support.

The team researched multiple integration solutions such as MuleSoft and Informatica. Since Henry Schein needed to accomplish their project with resources that already exist in the company, they needed a tool that didn’t require a lot of heavy duty lifting in terms of developer man hours, and it needed to be cost effective. Therefore, MuleSoft and Informatica were no longer evaluated by Henry Schein given that they were too complicated and expensive for their project. These two solutions were both extremely complicated and not at all cost effective for the type of project they were about to embark upon. The team needed a solution that was agile enough to work with a team of their size and with their limited IT resources.

Journey from Proof of Concept to Deployment

One of the key requirements for Henry Schein was to have a data integration platform that had connectors to Salesforce and other apps they were using, because they did not want the burden of maintaining or developing connectors and APIs. The Henry Schein team was able to work through the proof-of-concept testing with Jitterbit’s technical team, when they created many different scenarios that were tested vigorously by Jitterbit Champions. This ultimately provided them the proof that Jitterbit could solve their connectivity problems.

Through a POC that took less than eight hours over a week’s time, the team was impressed with how quickly we could respond to the many different integration scenarios, as well as how fast the Jitterbit team could adapt the product to the various scenarios.

The company uses Pronto, an Australian based ERP system. Pronto doesn’t offer much in the way of external integration with third-party products. The team needed to prove they could make the integration from Pronto to Salesforce work. They were able to execute and finalize the testing successfully with the help of the Jitterbit team. The project expanded soon from just Salesforce and Pronto to SFTP, FTP connectors as well as building out an API to connect to Commerce Vision.

An “aha moment” for the team was when they first began their deployment. Pronto talked to a host of other products both internally and externally such as FTP, SFTP, simple file transfer, API and many others.

Since traceability of data was of utmost importance to the Henry Schein team, having knowledge of what is happening, when it’s happening, and logging and audit records helped them define a trackable breadcrumb trail. They dealt with varying degrees of logging breadcrumb trail inconsistencies and Pronto was quite difficult to support if the team had any issues with integration. They had to dig into the system and look at many different areas to get an idea of where the problem resided.

“We are extremely impressed with what the Jitterbit product could offer in terms of traceability and the short amount of time to get through the various scenarios and to do simple use-case testing to confirm the product could actually do what we wanted and needed it to do.” – Sean Toms, Chief Information Officer

What’s Next

Henry Schein’s IT team already has additional integration projects planned over the next 12 months. The majority of the products the company sells are imported, and they are working on an integration with their freight vendor based out of New Zealand. The company handles their freight tariff clearances, import duties, and many other related tasks. They are working with them on an integration that will allow them to have a clearer vision of the business so that they can receive a real-time status of incoming goods and have a better understanding of where they are regarding freight clearance, and forwarding and providing tariff information in a digital format.

They are also working on an implementation of Salesforce Field Service, and will go into production on that platform in the near future. For this project, they will be providing field service information from their ERP into Salesforce and then back again. With this, they will also be moving service revenue information as well. So, if a field service technician is to generate an invoice, it will be done using Salesforce via their Commerce platform, into Jitterbit and then finally into Pronto ERP.

Another project they hope to have complete by the end of 2018 is an integration with their master data in combination with their multimedia. A number of their customers are buying in groups within a company. They use purchasing portals where information will need to be published or consumed. Henry Schein consumes the purchase orders through this portal from the corporate customers using an API gateway. However, they need to find a new way to do this as the current process is mostly manual. They would like the process to be automated and are looking to Jitterbit to help them achieve this.

Organization

Henry Schein

Industry

Healthcare

Endpoints connected

Salesforce, Pronto (ERP), Vision Commerce, Concur, Office 365, FTP/SFTP, HTTP, IDSF

Challenges

  • Needed access to data stored in their on-premise applications.
  • Connect their data stored in various locations centrally and store it in the cloud to avoid having to replicate their data.
  • Integration with applications was customized and difficult to support.
  • Sales did not have access to a 360 degree view of customer data, so they wanted to create bidirectional workflows between Salesforce and their on-premise applications.

Results

  • Seamless, rapid and consistent integration to third party applications.
  • Saved time and effort in troubleshooting issues and supporting data exchanges by aggregating data and surfacing it in Salesforce through Jitterbit.
  • Achieved rapid integration to various enterprise apps through out-of-the-box connectors available with Jitterbit.
  • Collected data from many different systems into Salesforce, creating a true 360-degree view of customer’s history and current standings.

Why Jitterbit:

  • Affordable solution for their integration needs
  • Full range of connectors, from Salesforce to a variety of other enterprise apps and data sources, including the ability to create an API.
  • Ability to have a breadcrumb trail to pinpoint any issues and provide a deeper understanding of what occurred, how it worked, and when it occurred.
  • Data security through PGP encryption and decryption available out of the box.
  • Having access to a champion at Jitterbit who could be contacted for advice and guidance.
  • Access to content in Jitterbit University to enable the team be self-sufficient in understanding how the platform works and what integration capabilities exist.

Integration Use Cases:

  • Salesforce <> Pronto ERP: move customer information such as customer status, loyalty status, delivery information, etc. from ERP to CRM.
  • Vision Commerce <> Salesforce <> Pronto ERP: leverage EDI features to support bi-directional integration between revenue and work order information, then push the revenue information through Jitterbit into the ERP.
  • Concur <> Pronto ERP: support bidirectional data exchange between Concur and ERP through SFTP, leveraging PGP encryption.

Key Success Metrics:

  • Enabled integration between Concur expense management system and Pronto ERP in a matter of just 2-3 days, which previously took several weeks to do via scripting.

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