Haceb: SAP-Salesforce integration powers tech service 4.0

Centraal Software Studio partnered with Industrias Haceb — a leading home appliance brand in Colombia — to bring their vision of a next-generation technical service team to life.

Our scalable, integrated solution didn't just make Haceb's ambition real — it delivered real-time visibility and a measurable jump in operational efficiency and customer satisfaction.

Client context

Haceb saw an opportunity to evolve their technical service department. With a forward-looking mindset, the company wanted to move past their legacy case management system and rethink how they managed their white goods inventory.

The opportunity

Haceb identified key areas to power up technical service efficiency and growth:

• Upgrade the case management system to match the company's growth ambitions.
• Optimize inventory management for white goods to improve part tracking and technician assignment.
• Enable real-time visibility across technical service operations to spot bottlenecks and optimize processes.
• Automate manual workflows to speed up customer support and reduce operational costs.

The Centraal solution

Centraal designed and shipped a solution that brought the client's vision to life:

Technical Service API

• We built a RESTful API that bridged Haceb's SAP system and their Salesforce CRM platform.
• The API enabled real-time data transfer — materials integration, inventory movements, service billing, and pricing.

Customer Self-Service Portal

• We integrated the API with Haceb's Identity Manager to build a best-in-class self-service portal.
• Customers could book appointments and track their service cases on their own — in line with the company's vision for top-tier customer service.

Advanced Analytics Solution

• We built a second API using SOQL to extract Salesforce data and load it into an Azure Data Lake.
• Azure Functions handled the heavy lifting of transforming and analyzing data efficiently.
• We created interactive Power BI dashboards to give the client the complete, real-time view they wanted for their technical service operations.

Integrating Salesforce Field Service was smooth thanks to Centraal. Their highly skilled facilitators and their empathetic, collaborative approach were key to our success.

— Génesis Tavera, Service Analyst — Haceb

Collaborative delivery process

Our agile approach lined up perfectly with Haceb's innovation culture:

1. We kicked off with a deep-dive analysis of existing systems and Haceb's objectives.
2. We built the technical service API in 2-week sprints — enabling close collaboration and frequent adjustments.
3. We partnered with Haceb's IT team to ensure smooth integration across their SAP and Salesforce systems.
4. We rolled out the self-service portal and the analytics solution in phases, enabling gradual adoption and continuous user feedback.
5. We ran training sessions for Haceb's staff to ensure a smooth transition to the new solution.

Results and benefits

Shipping our solution drove Haceb's technical service transformation forward:

• Seamless integration between SAP and Salesforce, raising operational efficiency.
• Process optimization that cut errors significantly and sped up customer support.
• Activated billing for white goods, boosting operational efficiency and financial accuracy.
• Optimized inventory management, lifting profitability.
• Customer empowerment via the self-service portal, freeing up call center resources.
• Informed decision-making and process optimization thanks to intuitive Power BI dashboards.

We orchestrated the integration with SAP PO and SAP CPI, and developed a RESTful API to connect SAP with Salesforce Field Service. We implemented Azure Functions for serverless data processing and used Azure Data Lake to store large volumes of information. We extracted data from Salesforce using SOQL and built visualization dashboards with Power BI. We enabled team collaboration through Miro.