Case Study: Taconic Biosciences achieves a single source of truth and improved customer experience with Apps Associates

Taconic Biosciences Creates A Single Source of Truth and Revitalizes Customer Experience

Taconic Biosciences, a global provider of genetically engineered rodent models and services, needed a better way to deliver a 360-degree customer view, real-time information, and a more efficient lead-to-resolution workflow. The company’s manual processes and disconnected Oracle CRM/databases made it difficult for sales and customer service teams to respond quickly. Taconic partnered with Apps Associates and selected Salesforce, with real-time integration to Oracle ERP via MuleSoft, to build a single cloud-based solution.

Apps Associates implemented Salesforce Sales Cloud and Service Cloud in two phases, integrating HubSpot, migrating data from Zendesk, automating lead routing, case management, QA, and customer communities, and connecting Salesforce bi-directionally with Oracle E-Business Suite. The project went live on budget in less than six months and gave Taconic daily visibility into shipments, opportunities, bookings, and backlogs, while reducing manual work and improving customer responsiveness.

Taconic Biosciences

Nick Mitropoulos

Senior Director