Behind the Scenes of a Salesforce–ECM Platform Integration

Customer Success:

At DAS, we've noticed that many of our large customers face a challenge: their essential business documents are stored in IBM FileNet, but they have teams that do most of their work within Salesforce.  Both are essential systems within an organization, but the disconnect between them means that sales representatives, account managers, and customer service teams constantly have to switch between applications to access the information they need. This results in a slowdown in their workflow and impacts productivity.

The Challenge

This client has invested significantly in both their FileNet infrastructure and their Salesforce CRM platform. However, these systems operated in silos. Users needed seamless access to contracts, proposals, customer correspondence, and other documents stored in FileNet without leaving their Salesforce workspace. The client needed a solution that would bridge these platforms while maintaining security, compliance, and performance standards.

Our Approach

DAS implemented the IBM FileNet Content Manager Connector for Salesforce to create a unified user experience. This connector enables direct integration between the two platforms, allowing users to create and view existing FileNet documents for contacts and accounts within their Salesforce interface. This allowed them to access the most up to date and complete information about their customers within the context of their accounts and opportunities.

Our implementation focused on three key areas:

• Seamless Integration: We configured the connector to embed FileNet document metadata and links directly into relevant Salesforce pages, ensuring users could access documents contextually alongside customer records, opportunities, and cases.  We also developed custom applications and actions to ensure that documents which entered FileNet outside of Salesforce, both past and future, would be included in the integration.
• Security and Compliance: We maintained FileNet’s robust security model and enabled single sign-on between Salesforce and FileNet, ensuring a consistent identity context across both platforms. Document access permissions are enforced end-to-end, so users only see documents they’re authorized to access, preserving the governance standards this client had established.
• End-User Adoption: We worked closely with the client team and end-users to design an intuitive experience that required minimal training, focusing on making document access feel native.

The Results

The impact was immediate and measurable. Teams no longer need to log into separate systems or remember which platform houses which document. Customer interactions became faster and more informed, with end-users having instant access to complete customer histories and documentation. The unified experience reduced context switching, improved response times, and enhanced overall productivity.

Looking Forward

This implementation demonstrates the power of strategic system integration. By leveraging the IBM FileNet Connector for Salesforce, this organization transformed two powerful but separate platforms into a cohesive ecosystem that serves their users more effectively. For organizations managing enterprise content across multiple systems, this approach offers a proven path to better efficiency and user satisfaction.

Interested in learning how integrating FileNet content with your business applications could benefit your organization? Contact us to discuss and explore solutions tailored to your needs.