Case Study: Thomson Video Networks achieves seamless integration of CRM, ERP and human workflows with Bonitasoft

Connecting ERP, CRM and Users through Bonita for a Better Customer Experience

Thomson Video Networks, now part of Harmonic and a leader in video delivery infrastructure, needed to bridge silos between Customer Services (Salesforce cases) and R&D (ClearQuest), automate HR workflows for employee position changes, and streamline customer visit coordination and alerts tied to Salesforce. They engaged Bonitasoft and its Bonita BPM platform to mix IT applications and human interactions in dynamic business processes.

Bonitasoft implemented integrations between Salesforce and ClearQuest, automated HR and visit-alert workflows, and enabled multi-channel communication (web services, email, files) with automated user-driven actions. The solution created a real dialogue between customer services and R&D, simplified administrative tasks for HR/Finance/IT, and established an efficient bug-priority process handling on the order of tens of customer cases and tens of software bugs per week—improving service to internal and external customers.

Thomson Video Networks

Richard Gay

Information Technology