Deliver Smarter, Faster Service with Connected Agents | Dreamforce 2025

Before we start, another important thing that we would like to do is to thank you for taking the time to join us to the session. Thank you for being amazing trailblazer and we know how many awesome stuff are happening at the same time, so we value the time you're spending with us today. Our time together will be a little bit of talk about how Mulesoft connects your platform for experiences across any system. We will discuss how Mulesoft and Service Cloud, specifically Agent for Service, delivers hyper personalized service with data that goes beyond Salesforce Customer360 and we will learn from Sango Ben directly how Mulesoft and Salesforce can really help you optimize your value chain from supply chain and order management. So I'm here today in an amazing company. I'm Tanya Strakuzza, I'm the global product marketer at the Mulesoft team and I lead Mulesoft for Salesfor the amazing company I'm speaking about is Bertrand Cernason, EMEA CIO of SangOpen. So let's face it, we know that companies are still struggling with building integrated customer experience. And some of the numbers you see on this slide will really tell you where reality is. 97% of organizations struggle with integrating their data because they experience disconnection inside their enterprise. And 80% of the teams really from different kind of part of the organization really would like to have more connected enterprise. You can see some testimonials from the slide and you know the reality is that 71% of the apps are not fully integrated are not fully connected. There are issues with volume of data sealed systems, integration, time, maintenance costs, security and compliance and technical expertise that really bring us with a decision that we need to make. Do we want really unified experience just within Salesforce and leaving external systems quite difficult to connect or do we want to go and look at how mulesoft can really power this unlock of actions from anywhere. Meaning that you can connect your Salesforce apps, your agent, force your data360 across any systems, including the hardest to reach from legacy from to eventually also homegrown systems or industry specific systems. You might want to drive outcomes that goes way beyond Salesforce and that's where you would like to go with mulesoft. Mulesoft we like to say makes every system actionable, including the most hard to reach from any to any integration. That is typically the traditional value proposition of mulesoft as it always has been to any to any actions. This slide shows some of the systems, the top ones that we help our customers connect across different work streams and across different processes. Mulesoft drives connected experience and near real time actions across your enterprise. What does it mean exactly? Without mulesoft you can still do a lot of actions within your Salesforce Customer360 platform. But if you want to go beyond Salesforce and some of the example that you see here demonstrate what you can do, you really want to use and leverage MuleSoft to really trigger those actions into external systems. Well, Mulesoft for service that is why we are here is the way we advise our customer to go in order to hyper personalize their customer service and their service teams in general across the entire enterprise. Why? Thanks to Mulesoft paired with Service cloud you can connect any service data from bidirectionally. You can have your service data in your erp. You might have data inventory updates that you want to do in real time. And we will hear from Bertrand later as well what happened at Sangoban and many other custom systems where your service data might reside. You want to empower your service agent for faster customer service, update customer orders, updated service data that maybe sit on different systems that are hard to reach and you want to go back and update those data into those systems externally after you've done your work in your native platform. The Salesforce Last but not least, AI agents. If you want to embrace AI and you want to build what you heard about the agentic enterprise that really can scale well in that case you might want to use mulesoft to scale that customer service on an agentic level. You want to power smart agents that can deliver high personalized experiences as your customer expect from you. As you know the expectation rise quite a lot over the past years. Well, and what's best in terms of you know this kind of value proposition is that using mulesoft together with Salesforce and with Service Cloud you can get really 78% faster go to market and you can also de risk your Salesforce implementation. Well, integrating Salesforce apps and activating workflows across enterprise with mulesoft means having a native extension real time of your Salesforce platform. You can see you can leverage native connectivity that comes from mulesoft in a way that you can unlock more value from your Salesforce apps from your agent force and you will not have this disconnection with external systems anymore. Well, we typically see some top use cases and here I've listed some seven of the top use cases we hear from our customers. They usually embrace the classicalistic customer360 across systems, but also order management, how to schedule an appointment into external systems, general frequently asked questions and knowledge management, reservation management, asset management for heavy field service providers and predictive maintenance as well. Delivering high personalized service with Data Beyond Salesforce Customer360 means having Muleso paired with your data360 and paired with Agent for service in a way where Mulesoft can not only be the player in the any to any integration. If you remember we spoke before about that, but also Muleso powering action within the CRM and kind of, you know, extending them outside of the CRM, outside of Salesforce. But yeah, who I am to say all those benefits that come from Mulesoft and using Mulesoft together with Salesforce when we have an amazing guest on stage that can talk about the story of Sam Gobin? Well, I can read this and we can continue, but in just six months we deployed 90 flows with a fully embraced logic of reusability. That sounds astonishing. Can you tell us a little bit more about your role at Saint Gobain? Like about San Gobain as well. And you know why Muleso, of course.

So I will start by saying that we love 360 in Saint Gobain because we are celebrating our 360 anniversary. So 360 years. I loved also the introduction of Marc Benioff because we are still bigger than Salesforce. We are just $55 billion of revenue. So we. You will catch up very soon. And we are the leader in terms of sustain and light construction for the people here in the room who are from North America. The brand in North America is Certainty, which is the number one clearly in Canada. We're also number one in Western Europe, in India, a lot of other countries. I'm the CIO for the region, EMEA, which is 2/3 of it, more or less. And what we are doing is that we are putting all our business together to answer the need of our customers in a strategy that is called lead and grow. Because we realized that we are the leader even more when we put all of our solutions of all of our brands together to make a single offering to our customers. You understand from what I said that we were not coming all together, all the brands together. So we were having totally disconnected systems, totally heterogeneous systems. And so now we are putting everything together, some cases one single system harmonized, like in the pim, like in the CRM. And for others we need connectivity if we don't want to change all the application landscape in a couple of years.

Thanks for introducing secondband and the main challenges that you faced, you told me also that you're integrating more than 75 countries right now. And this challenge comes with the needle reviewing the journey of the transformation of the different process that you have for the entire value chain, not just the supply chain, but also the customer service. Can you tell us a little bit more? Why did you choose muleso for that? Because integration can be done. There are many players.

Actually that's a very good question because we also have currently a move from several ERPs, mostly CC6 to one common S4 HANA instance with common processes, common data model and obviously initially we were going with SAP btp. I was telling you we are in light sustainable construction, meaning that we want to show to our customers, to our stakeholders the level of our CO2 emissions, the way we reduce the CO2 emissions. Meaning that in a lot of countries, especially Europe, but not only we need to have the traceability and the level of CO2 emissions per production batch, meaning that we need to connect the information from the mes, from the scada, so application that are in the OT world to the erp, to the CRM, to be able to give the proof to the customer of the level of CO2 emissions. So that's the reason why the only system that is able to connect to SaaS and on premise, and on premise beyond firewalls in the plants is mulesoft. So that's the reason why we went for it. And on top of it, the fact that we have the business groups was key for us because it allows our central design authority to put the standards and then the countries to work ahead, to accelerate, to be able to parallelize being inside the business groups. So following the rules.

Okay, that's great to hear. The way you thought about mulesoft why mulesoft is so strategic in your journey of transformation. I would say what's your vision about what you heard about Mulesoft? In terms of AgentIQ? Are you thinking about implementing some of the use cases? How do you foresee mulesoft really being the right fundamental to bring your agentic journey transformation ahead?

So honestly, initially the target number one was to have real time data for our teams and very quickly moving to we are providing information up, then we will be ready to go the information down to make modifications and use AgentIQ. So typically we have one of our use case that we're putting in place now which is a full integration between Salesforce and SAP on the claim management, including some surrounding systems like warehouse management and so on to have one unified flow of handling all the kind of claims and and putting agents on it to be able to automate some part of the validation processes, make recommendation of our teams and pretty soon also providing the ability for our customers to know what is the stages. This one is not yet activated, but that's in the roadmap before the end of. Before mid of next year.

It's a good spoiler for our attendees, right? No, it's fantastic to hear from what I'm understanding as well. It's like we all know that Mulesoft was almost for decades was thought by being a product, a platform just for it. But the way you are describing your use cases feels like a great match for not only IT teams, but also business teams that want to showcase real result in their value chain and customer success.

So yes, and clearly the latest news on mirrorsoft fabrics were really loved by our functional teams because they saw that they will be able to accelerate to do by themselves at least the first drafts, the POC to be able to accelerate our processes. So this one is really for us a huge innovation, allowing all the people who are the closest to the business to move forward fast.

And that's fantastic. For the people who haven't heard about Agent Fabric yet, we have some demos that show how Agent Fabric works in our booth, both at the Trailblazer Forest and at the campground. But also don't forget to attend to the keynote tomorrow. We're lucky not showing this, but it's real. The way the innovation that Agent Fabric brings to many companies feels like the way to go, at least from the testimonial that we're hearing today. But really for us it's more to understand how is the why it's important to start stage by stage. Like why do we need to start from the basics, the fundamental of integration, to then transition effectively to the AI ambition that we all have. I think in this room.

And so clearly for us one of the challenge was because we, as I said, we were starting to unify our CRMs because before we had one CRM per brand per country and we had by country between three to five brands to one common same data model, same processes. And the only way to ensure that we have the unity of the data across all of our systems was to have real time integration, which was also one of the key criteria to select mulesoft. Once you have same processes, unity of data across the systems, you can put in place AI. Okay, you can also put in place AI if you don't have that, but it's more complex, it's better if you have the unity governance, if you have the governance. And so that was one of the key reason also to select mulesoft to have that fundamental layer.

Okay, that's super interesting for everyone, I guess that is attending this session and wants to know like why we're talking about, you know, starting step by step and then not jumping directly into AI, but like recognizing the importance of the level of innovation that we're bringing with AI as well. And many companies are interested in, are thinking about use cases and they're going to implement at the right time in the right moment. But let's say if we have some customers here or maybe potential customers that are really interested in starting with muleso, what are the top three tips you would give to them? I know it's a very general question.

Yeah, yeah. So I would say first of all to start not from an IT side but from a business side to make sure what do you want to achieve? What is the target? For us, it was clear consistency of data and processes across systems to be able to allow to have at the end in the CRM the full customer 360 view in real time. So to have that clear and then to know, which was not that obvious initially, that for people who are used to work in the integration field, whatever the tools that they are using currently, it's very easy, very quick to go to mirrorsoft. We had a very good adoption, much faster than what we anticipated. And of course we went also with a partner to learn from the partner because just on ourselves that's a bit of a challenge. It seems easy. So the first steps are easy but then you are very quickly stuck. So we used obviously a partner that had the expertise to help us going faster.

Okay, thanks so much for sharing your top tips. I'm sure many of the people in this room will find it useful and you know, if you want to continue this conversation we can finish the session and continue having, you know, taking some question and answer. For now I would like to thank you so much for sharing your insight, your top use cases and like where your head is at for the future. Thank you so much Bertram.

Thanks a lot Daniel.

And yeah, wrapping up this session, just sharing an invitation that I shared before also during this interview is if you don't want to miss the latest innovation around MuleSoft, please make sure you have into your agenda builder the keynote that's happening Tomorrow morning at 11:30am thanks so much again for taking the time and I hope you to see around at Dreamforce.

Thank you.

Thank you.

Sam.