Transforming Deloitte’s customer relationships: CRM rationalization scale

Customer relationship CRM

Deloitte is the largest professional services provider in the world with a global revenue approaching $40B and over 250,000 partners and employees. It has achieved and maintained this position through its unparalleled relationships with organizations across all industries as their trusted advisor. More often than not, Deloitte is the first port of call for solving their customers’ most challenging problems. As Deloitte has grown, managing global customer relationships in a consistent manner has become increasingly challenging against the backdrop of complex technology and system architectures.

However, as the first phase of a multi-year digital transformation journey, Deloitte has radically transformed visibility of customer relationships through an effective Customer Relationship Management (CRM) program. This program has seen the introduction of Salesforce Sales Cloud as a single, global platform to enable a single view of customers for all partners and employees.

What had to change?

A complex global network

Over time, Deloitte’s network of member firms has evolved organically leading to technical silos of applications and data across multiple geographies. Sharing information across member firms and gaining visibility of global revenue streams and performance was becoming increasingly difficult and reliant on manual reconciliation.

Deloitte needed to implement a robust solution using leading CRM and integration technologies that could connect multiple systems and surface pipeline data across multiple geographies.

API-led connectivity: A new approach with MuleSoft

Using MuleSoft, Deloitte was able to develop one single set of integration code and deploy it across their entire ecosystem, whether it was on-premise systems, in the cloud, or a hybrid of the two. This provided key capabilities to connect Deloitte to multiple technologies and landscapes flexibly and quickly using integration code from one source to the next using an API-led approach to connectivity, allowing any number of transition states to be supported on the journey to a rationalized CRM landscape.

As a result, Deloitte now has a seamless set of business APIs that allows consolidation and surfacing of data from more than 35 CRM systems as the first phase to modernizing their legacy infrastructure. The outcome of this transformation has provided a single view of customers across 26 member firms and visibility into 98% of global opportunities wherever they are served. Global business leaders at Deloitte now have a single view of customers, including data on global revenues to view how different areas of the business are performing. Deloitte can use these insights as it works with strategic global clients and continues to maintain its position as the No. 1 Professional Services firm in the world.

Hear from the experts behind this story by watching this webinar. Alastair Parry and Steve Ferson – part of a Deloitte team that were MuleSoft’s Global Partner of the Year in 2015, 2016, and 2017 – share how they implemented API-led connectivity across Deloitte’s complex global program.


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