Case Study: Ergotron achieves up to 50% faster customer service and real-time CRM–ERP integration with Informatica

Taking a Stand Ergotron Helps Customers Rethink Workspaces by Transforming Customer Service

Ergotron, a long-established maker of ergonomic workstations and display mounts, faced a growing customer service challenge as sales and support teams navigated fragmented data across Salesforce Service Cloud and an Oracle E-Business Suite ERP. Agents often had to leave customer calls to look up order history, parts, and inventory, risking lost sales and slow resolution times; the company wanted fast, reliable access to ERP data in Salesforce without duplicating records and with the ability to scale support globally.

Ergotron implemented Informatica Cloud Data Integration for batch synchronization and Informatica Cloud Application Integration for real-time product availability and order status, using Process Designer and expert success resources for rapid deployment. The integrated solution put ERP order, account, and ATP data into Salesforce, cutting service response times by up to 50%, minimizing lost requests, speeding order fulfillment, improving customer satisfaction and sales, and creating a scalable foundation for future EDI and data-management expansion.

Ergotron

Damon Metts

Director, IT Program Management