MuleSoft / CASE STUDY
Protecting $50M ARR with Customer Off-Boarding Sync
CLIENT PROFILE: IPO-stage IoT SaaS platform, ~2,000 employees
Led the customer off-boarding initiative that synchronized key customer state across the cloud platform, payments, ERP and CRM, closing a revenue leak worth roughly 10% of annual recurring revenue.
~$50M
ARR protected at project launch
4
Systems unified under one off-boarding flow
SOX
Compliant through the IPO
/ CHALLENGE
Customer off-boarding lived in four disconnected systems. Cancellations recorded in the cloud web platform did not reliably reach the payments, ERP or CRM systems, producing billing drift, inaccurate renewal forecasts and a material revenue-recognition risk ahead of a public offering.
/ APPROACH
- 01Mapped the full off-boarding lifecycle across the web platform, payments, ERP and CRM to identify authoritative systems of record per data domain.
- 02Implemented the sync on the 3-layer MuleSoft API architecture: System APIs per platform, a Process API owning off-boarding orchestration, and an Experience API for the business-facing trigger.
- 03Applied idempotent processing and reconciliation so replayed or duplicate cancellation events could not double-bill or double-credit.
- 04Instrumented every step into Splunk dashboards so finance and customer success could see off-boarding throughput and exceptions in real time.
/ STACK
MuleSoft Anypoint PlatformDataWeave 2.0SalesforceNetSuite ERPStripeSplunk
/ RESULT
- ~$50M — ARR protected at project launch
- 4 — Systems unified under one off-boarding flow
- SOX — Compliant through the IPO