Salesforce has announced it entered into a definitive agreement to acquire Servicetrace, a provider of robotic process automation (RPA), which, upon closing of the acquisition, will become a part of MuleSoft, a Salesforce company. The acquisition is expected to close in the third quarter of Salesforce’s fiscal year 2022, ending October 31, 2021, subject to customary closing conditions.
Recently, RPA has grown to the forefront as a top software technology trend, combining robotics and automation to perform repetitive tasks. In a work-from-anywhere world, every minute counts. The urgency of today’s digital imperative is leading companies to increasingly turn to automation to free up employee time from manual work and quickly launch new digital experiences, products, and services. Automation has become critical to business and IT: According to Salesforce’s Trends in Workflow Automation report, 95% of IT and engineering leaders say their organizations are prioritizing workflow automation.
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In particular, RPA adoption has exploded because it empowers business users to automate business processes easily without needing specialized development skills. However, the shift to digital-first customer and employee experiences has created more data from more systems than ever before. Companies face the challenge of securely integrating, automating, and managing workflows across multiple silos of data and systems.
The combination of integration, API management, and automation is required for companies to scale and increase the speed of work — from streamlining sales operations to speeding up customer case resolution. That is where Salesforce will combine Servicetrace’s RPA solution with its API and integration platform.
With the addition of Servicetrace, MuleSoft will deliver unified integration, API management, and an RPA platform, which will further enrich the Salesforce Customer 360 — empowering organizations to deliver connected experiences from anywhere. The new RPA capabilities will enhance Salesforce’s Einstein Automate solution, enabling end-to-end workflow automation across any system for Service, Sales, Industries, and more.
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