Marketing Cloud Connector to Send SMS WhatsApp using SaaS App & Custom Activity

About the Company
Challenges
Solution
Outcomes
Implementation Images

About The Company

Our Esteemed Customer is a distinguished provider of accounting, bookkeeping, and tax services tailored for businesses. Renowned for their meticulous attention to detail and personalized approach, they offer an array of services, including tax preparation, bookkeeping, financial statement preparation, and payroll processing. Our Esteemed Customer Company is dedicated to helping businesses grow and succeed by managing their financial operations efficiently.

Challenges

Integration Complexity: Marketing Cloud users needed a seamless way to send SMS and WhatsApp messages through the SaaS provider's communication channels, requiring integration with their APIs.
User Experience: Ensuring an intuitive and user-friendly interface within Marketing Cloud for sending messages without requiring extensive training or technical expertise.
Real-time Communication: Providing real-time delivery and status updates for messages sent through SMS and WhatsApp, critical for maintaining high levels of customer engagement and satisfaction.

Solution

API Integration: We integrated the SaaS provider's SMS and WhatsApp APIs into Salesforce Marketing Cloud using a custom activity and package. This involved creating a middleware application using Node.js to handle API requests and responses.
Custom Activity Development: Developed a custom activity within Marketing Cloud to enable users to compose and send messages via SMS and WhatsApp directly from the platform.
User Interface Enhancement: Enhanced the Marketing Cloud interface to provide a seamless and intuitive user experience for sending messages through the integrated channels.
Real-time Updates: Implemented real-time status and delivery updates within Marketing Cloud, ensuring users are informed about the status of their communications instantly.

Outcomes

Improved Efficiency: Marketing Cloud users can now send SMS and WhatsApp messages seamlessly, streamlining communication processes and reducing the time required to reach customers.
Enhanced User Experience: The intuitive interface and seamless integration have reduced the learning curve for users, allowing them to utilize the new functionality with minimal training.
Increased Engagement: Real-time updates and the ability to use multiple communication channels within Marketing Cloud have improved customer engagement and satisfaction, helping businesses achieve their communication goals more effectively.
By integrating the SaaS provider's communication channels into Salesforce Marketing Cloud using a custom activity, package, and Node.js middleware, we have provided a robust solution that enhances the communication capabilities of businesses, leading to better customer engagement and satisfaction.