1. Introduction: Why CRM API Integration Matters

Customer Relationship Management (CRM) platforms have evolved into the primary repository of customer data, tracking not only prospects and leads but also purchase histories, support tickets, marketing campaign engagement, and more. In an era when organizations rely on multiple tools—ranging from enterprise resource planning (ERP) systems to e-commerce solutions—the notion of a solitary, siloed CRM is increasingly impractical.

If you're just looking to quick start with a specific CRM APP integration, you can find APP specific guides and resources in our CRM API Guides Directory

CRM API integration answers the call for a more unified, real-time data exchange. By leveraging open (or proprietary) APIs, businesses can ensure consistent records across marketing campaigns, billing processes, customer support tickets, and beyond. For instance:

• Salesforce API integration might automatically push closed-won deals to your billing platform.
• HubSpot API integration can retrieve fresh lead info from a sign-up form and sync it with your sales pipeline.
• Pipedrive API integration enables your e-commerce CRM integration to update inventory or order statuses in the CRM.
• Zendesk crm integrations ensure every support ticket surfaces in the CRM for 360° visibility.

Whether you need a Customer Service CRM Integration, ERP CRM Integration, or you’re simply orchestrating a multi-app ecosystem, the idea remains the same: consistent, reliable data flow across all systems. This in-depth guide shows why CRM API integration is critical, how it works, and how you can tackle the common hurdles to excel in crm data integration.

2. Defining CRM API Integration

An API, or application programming interface, is essentially a set of rules and protocols allowing software applications to communicate. CRM API integration harnesses these endpoints to read, write, and update CRM records programmatically. It’s the backbone for syncing data with other business applications.

Key Features of CRM API Integration

1. Bidirectional Sync
   Data typically flows both ways: for instance, a change in the CRM (e.g., contact status) triggers an update in your billing system, while new transactions in your e-commerce store could update a contact’s record in the CRM.
2. Real-Time or Near-Real-Time Updates
   Many CRM APIs support webhooks or event-based triggers for near-instant data pushes. Alternatively, scheduled batch sync may suffice for simpler use cases.
3. Scalability
   With the right architecture, a CRM integration can scale from handling dozens of records per day to thousands, or even millions, across a global user base.
4. Security and Authentication
   OAuth, token-based, or key-based authentication ensures only authorized systems can access or modify CRM data.

In short, a well-structured crm integration strategy ensures that no matter which department or system touches customer data, changes feed back into a master record—your CRM.

3. Key Business Cases for CRM API Integration

A. Sales Automation

• Salesforce API integration: A classic scenario is linking Salesforce to your marketing automation or ERP. When a lead matures into an opportunity and closes, the details populate the ERP for order fulfillment or invoicing.
• HubSpot API integration: Automatically push lead scoring info from marketing channels so sales reps receive timely, enriched data.

B. E-Commerce CRM Integration

• Real-time updates to product inventory, sales volumes, and client purchase history.
• Streamline cross-sell and upsell campaigns by sharing e-commerce data with the CRM.
• Automate personalized follow-ups for cart abandonments or reorder reminders.

C. ERP CRM Integration

• ERP systems commonly manage finances, logistics, and back-office tasks. Syncing them with the CRM provides a single truth for contract values, billing statuses, or supply chain notes.
• Minimizes friction between sales teams and finance by automating invoicing triggers.

D. Customer Service CRM Integration

• Zendesk crm integrations: Combine helpdesk tickets with contact or account records in the CRM for more personal, consistent service.
• Support teams can escalate critical issues into high-priority tasks for account managers, bridging departmental silos.

E. Data Analytics & Reporting

• Extract aggregated CRM data for BI dashboards, advanced segmentation, or forecasting.
• Align data across different platforms—so marketing, sales, and product usage data all merge into a single analytics repository.

F. Partner Portals and External Systems

• Some organizations need to feed data to reseller portals or affiliates. A crm api fosters a direct pipeline, controlling access and ensuring data accuracy.
• Use built-in logic (e.g., custom fields in your CRM) to define different data for different partner levels.

4. Top Benefits of Connecting CRM Via APIs

1. Unified Data, Eliminated Silos
Gone are the days when a sales team’s pipeline existed in one system while marketing data or product usage metrics lived in another. CRM API integration merges them all, guaranteeing alignment across the organization.

2. Greater Efficiency and Automation
Manual data entry is not only tedious but prone to errors. An automated, API-based approach dramatically reduces time-consuming tasks and data discrepancies.

3. Enhanced Visibility for All Teams
When marketing can see new leads or conversions in real time, they adjust campaigns swiftly. When finance can see payment statuses in near-real-time, they can forecast revenue more accurately. Everyone reaps the advantages of crm integration.

4. Scalability and Flexibility
As your business evolves—expanding to new CRMs, or layering on new apps for marketing or customer support—unified crm api solutions or robust custom integrations can scale quickly, saving months of dev time.

5. Improved Customer Experience
Customers interacting with your brand expect you to “know who they are” no matter the touchpoint. With consolidated data, each department sees an updated, comprehensive profile. That leads to personalized interactions, timely support, and better overall satisfaction.

5. Core Data Concepts in CRM Integrations

Before diving into an integration project, you need a handle on how CRM data typically gets structured:

Contacts and Leads

• Contacts: Usually individuals or key stakeholders you interact with.
• Leads: Sometimes a separate object in CRMs like Salesforce or HubSpot, leads are unqualified prospects. Once qualified, they may convert into a contact or account.

Accounts or Organizations

• Many CRMs link contacts to overarching accounts or organizations. This helps group multiple contacts from the same company.

Opportunities or Deals

• Represents potential revenue in the pipeline. Typically assigned a stage, expected close date, or forecasted amount.

Tasks, Activities, and Notes

• Summaries of calls, meetings, or custom tasks. Often crucial for a customer service crm integration scenario, as support notes or ticket interactions might appear here.

Custom Fields and Objects

• Nearly all major CRMs (e.g., Salesforce, HubSpot, Pipedrive) allow businesses to add unique data fields or entire custom objects.
• crm data integration must account for these non-standard fields, or risk incomplete sync.

Pipeline Stages or Lifecycle Stages

• Usually a set of statuses for leads, deals, or support cases. For example, “Prospecting,” “Qualified,” “Proposal,” “Closed Won/Lost.”

Understanding how these objects fit together is fundamental to ensuring your crm api integration architecture doesn’t lose track of crucial relationships—like which contact belongs to which account or which deals are associated with a particular contact.

6. Approaches to CRM API Integration

When hooking up your CRM with other applications, you have multiple strategies:

1. Direct, Custom Integrations

• Pros: Fine control over every API call, deeper customization, no reliance on third parties.
• Cons: Time-consuming to build and maintain—especially if you need to handle each system’s rate limits, version updates, or security quirks.

If your company primarily uses a single CRM (like Salesforce) and just needs one or two integrations (e.g., with an ERP or marketing tool), a direct approach can be cost-effective.

2. Integration Platforms (iPaaS)

• Examples include Workato, MuleSoft, Tray.io, Boomi.
• Pros: Pre-built connectors, drag-and-drop workflows, relatively quick to deploy.
• Cons: Typically require a 1:1 approach for each system, may involve licensing fees that scale with usage.

While iPaaS solutions can handle e-commerce crm integration, ERP CRM Integration, or other patterns, advanced custom logic or heavy data loads might still demand specialized dev work.

3. Unified CRM API Solutions

• Pros: Connect multiple CRMs (Salesforce, HubSpot, Pipedrive, Zendesk CRM, etc.) via a single interface. Perfect if you serve external customers who each use different CRMs.
• Cons: Must confirm the solution supports advanced or custom fields.

A unified crm api is often a game-changer for SaaS providers offering crm integration services to their users, significantly slashing dev overhead.

4. CRM Integration Services or Consultancies

• Pros: Offload the complexity to specialists who’ve done it before.
• Cons: Potentially expensive, plus external vendors might not be as agile or on-demand as in-house dev teams.

When you need complicated logic (like an enterprise-level erp crm integration with specialized flows for ordering, shipping, or financial forecasting) or advanced custom objects, a specialized agency can accelerate time-to-value.

7. Challenges and Best Practices

Though CRM API integration is transformative, it comes with pitfalls.

Key Challenges

1. Rate Limits and Throttling
   
   • Many CRMs (e.g., HubSpot, Salesforce, Pipedrive) limit how many API calls you can make in a given time.
   • Overuse leads to temporary blocks, halting data sync.
2. API Versioning
   
   • CRMs evolve. An endpoint you rely on might be deprecated or changed. Keeping track can be a dev headache.
3. Security & Access Control
   
   • CRM data often includes personally identifiable information (PII). Proper encryption, token-based access, or OAuth protocols are mandatory.
4. Data Mapping & Transformation
   
   • Mismatched fields across systems cause confusion. For instance, an “industry” field might exist in the CRM but not in your other tool, or be spelled differently.
   • Mistakes lead to partial or failed sync attempts, requiring manual cleanup.
5. Lack of Real-Time Sync
   
   • Some CRMs only support scheduled or batch processes. This might hamper urgent updates or time-sensitive workflows.

Best Practices for a Smooth CRM Integration

1. Design for Extensibility
   
   • Even if you only integrate two apps today, plan for tomorrow’s expansions. Adopting a “hub and spoke” or unified approach is wise if you expect more integrations.
2. Test in a Sandbox
   
   • Popular CRMs like Salesforce or HubSpot provide sandbox or developer environments. Thorough testing prevents surprising data issues in production.
3. Implement Retry and Exponential Backoff
   
   • If a request hits a rate limit, do you keep spamming the endpoint or wait? Properly coded backoff logic is crucial.
4. Establish Logging & Alerting
   
   • Track each sync event, capturing success/fail outcomes. Flag partial sync errors for immediate dev investigation.
5. Document the Integration
   
   • Outline the data flow, field mappings, and any custom transformation logic. This is invaluable for new dev hires or vendor transitions.
6. Secure with Principle of Least Privilege
   
   • The integration shouldn’t get read/write access to every CRM record if it only needs half. Minimizing privileges helps mitigate risk if credentials leak.

8. Implementation Steps: Getting Technical

For teams that prefer a direct or partially custom approach to crm api integration, here’s a rough, step-by-step guide.

Step 1: Requirements and Scope

• Pinpoint which objects you need (e.g., contacts, opportunities).
• Decide if data is read-only or read/write.
• Do you need real-time (webhooks) or batch-based sync?

Step 2: Auth and Credential Setup

• CRMs commonly use OAuth 2.0 (e.g., salesforce api integration), Basic Auth, or token-based authentication.
• Store tokens securely (e.g., in a secrets manager) and rotate them if needed.

Step 3: Data Modeling & Mapping

• Outline how each CRM field (Lead.Email) corresponds to fields in your application (User.Email).
• Identify required transformations (e.g., date formats, currency conversions).

Step 4: Handle Rate Limits and Throttling

• Implement an intelligent queue or job system.
• If you encounter a 429 (too many requests) or an error from the CRM, pause that job or retry with backoff.

Step 5: Set Up Logging and Monitoring

• Monitor success/failure counts, average response times, error codes.
• Real-time logs or a time-series database can help you proactively detect unusual spikes.

Step 6: Testing and Validation

• Use staging or sandbox accounts where possible.
• Validate your integration with real sample data (e.g., a small subset of contacts).
• Confirm that updates in the CRM reflect accurately in your external app and vice versa.

Step 7: Rollout and Post-Launch Maintenance

• Deploy in stages—maybe first to a pilot department or subset of users.
• Gather feedback, watch logs. Then ramp up more data once stable.
• Schedule routine checks for new CRM versions or endpoint changes.

9. Trends & Future Outlook

CRM API integration is rapidly evolving alongside shifts in the broader SaaS ecosystem:

1. Low-Code/No-Code Movement
   
   • Tools like Zapier or Airtable-like platforms now integrate with CRMs, letting non-dev teams build basic automations.
   • However, advanced or enterprise-level logic often still demands custom coding or robust iPaaS solutions.
2. AI & Machine Learning
   
   • As CRMs incorporate AI for lead scoring or forecasting, integration strategies may need to handle real-time insight updates.
   • AI-based triggers—for example, an AI model identifies a churn-risk lead—could push data into other workflow apps instantly.
3. Real-Time Event-Driven Architectures
   
   • Instead of batch-based nightly sync, more CRMs are adding robust webhook frameworks.
   • E.g., an immediate notification if an opportunity’s stage changes, which an external system can act on.
4. Unified CRM API Gains Traction
   
   • SaaS providers realize building connectors for each CRM is unsustainable. Using a single aggregator interface can accelerate product dev, especially if customers use multiple CRMs.
5. Industry-Specific CRM Platforms
   
   • Healthcare, finance, or real estate CRMs each have unique compliance or data structure needs. Integration solutions that handle domain-specific complexities are poised to win.

Overall, expect crm integration to keep playing a pivotal role as businesses expand to more specialized apps, push real-time personalization, and adopt AI-driven workflows.

10. FAQ on CRM API Integration

Q1: How do I choose between a direct integration, iPaaS, or a unified CRM API?

• Direct Integration: If you only have a couple of apps, time to spare, and advanced customization needs.
• iPaaS: Great if you prefer minimal coding, can manage licensing costs, and your use cases are standard.
• Unified CRM API: Ideal if you must support various CRMs for external customers or you anticipate frequent additions of new CRM endpoints.

Q2: Are there specific limitations for hubspot api integration or pipedrive api integration?
Each CRM imposes unique daily/hourly call limits, plus different naming for objects or fields. HubSpot is known for structured docs but can have daily call limitations, while Pipedrive is quite developer-friendly but also enforces rate thresholds if you handle large data volumes.

Q3: What about security concerns for e-commerce crm integration?
When linking e-commerce with CRM, you often handle payment or user data. Encryption in transit (HTTPS) is mandatory, plus tokenized auth to limit exposure. If you store personal data, ensure compliance with GDPR, CCPA, or other relevant data protection laws.

Q4: Can I integrate multiple CRMs at once?
Yes, especially if you adopt either an iPaaS approach that supports multi-CRM connectors or a unified crm api solution. This is common for SaaS platforms whose customers each use a different CRM.

Q5: What if my CRM doesn’t offer a public API?
In rare cases, legacy or specialized CRMs might only provide CSV export or partial read APIs. You may need custom scripts for SFTP-based data transfers, or rely on partial manual updates. Alternatively, requesting partnership-level API access from the CRM vendor is another route, albeit time-consuming.

Q6: Is there a difference between “ERP CRM Integration” and “Customer Service CRM Integration”?
Yes. ERP CRM Integration typically focuses on bridging finance, inventory, or operational data with your CRM’s lead and deal records. Customer Service CRM Integration merges support or ticketing info with contact or account records, ensuring service teams have sales context and vice versa.

11. TL;DR

CRM API integration is the key to unifying customer records, streamlining processes, and enabling real-time data flow across your organization. Whether you’re linking a CRM like Salesforce, HubSpot, or Pipedrive to an ERP system (for financial operations) or using zendesk crm integrations for a better service desk, the right approach can transform how teams collaborate and how customers experience your brand.

• Top Drivers: Eliminating silos, enhancing automation, scaling efficiently, offering better CX.
• Key Approaches: Direct connectors, iPaaS, or a unified crm api solution, each suiting different needs.
• Challenges: Rate limits, versioning, security, data mapping, real-time sync complexities.
• Best Practices: Start small, test thoroughly, handle errors gracefully, secure your data, and keep an eye on CRM’s evolving API docs.

No matter your use case—ERP CRM Integration, e-commerce crm integration, or a simple ticketing sync—investing in robust crm integration services or proven frameworks ensures you keep pace in a fast-evolving digital landscape. By building or adopting a strategic approach to crm api connectivity, you lay the groundwork for deeper customer insights, more efficient teams, and a future-proof data ecosystem

‍1. Introduction: What Is ATS Integration?

ATS integration is the process of connecting an Applicant Tracking System (ATS) with other applications—such as HRIS, payroll, onboarding, or assessment tools—so data flows seamlessly among them. These ATS API integrations automate tasks that otherwise require manual effort, including updating candidate statuses, transferring applicant details, and generating hiring reports.

If you're just looking to quick start with a specific ATS APP integration, you can find APP specific guides and resources in our ATS API Guides Directory

Today, ATS integrations are transforming recruitment by simplifying and automating workflows for both internal operations and customer-facing processes. Whether you’re building a software product that needs to integrate with your customers’ ATS platforms or simply improving your internal recruiting pipeline, understanding how ATS integrations work is crucial to delivering a better hiring experience.

2. Why ATS Integration Matters

Hiring the right talent is fundamental to building a high-performing organization. However, recruitment is complex and involves multiple touchpoints—from sourcing and screening to final offer acceptance. By leveraging ATS integration, organizations can:

• Eliminate manual data entry: Streamline updates to candidate records, interviews, and offers.
• Create a seamless user experience: Candidates enjoy smoother hiring processes; recruiters avoid data duplication.
• Improve recruiter efficiency: Automated data sync drastically reduces the time required to move candidates between stages.
• Enhance decision-making: Centralized, real-time data helps HR teams and business leaders make more informed hiring decisions.

Fun Fact: According to reports, 78% of recruiters who use an ATS report improved efficiency in the hiring process.

3. Core ATS Integration Concepts and Data Models

To develop or leverage ATS integrations effectively, you need to understand key Applicant Tracking System data models and concepts. Many ATS providers maintain similar objects, though exact naming can vary:

1. Job Requisition / Job
   
   • A template or form containing role details, hiring manager, skill requirements, number of openings, and interview stages.
2. Candidates, Attachments, and Applications
   
   • Candidates are individuals applying for roles, with personal and professional details.
   • Attachments include resumes, cover letters, or work samples.
   • Applications record a specific candidate’s application for a particular job, including timestamps and current status.
3. Interviews, Activities, and Offers
   
   • Interviews store scheduling details, interviewers, and outcomes.
   • Activities reflect communication logs (emails, messages, or comments).
   • Offers track the final hiring phase, storing salary information, start date, and acceptance status.

Knit’s Data Model Focus

As a unified API for ATS integration, Knit uses consolidated concepts for ATS data. Examples include:

• Application Info: Candidate details like job ID, status, attachments, and timestamps.
• Application Stage: Tracks the current point in the hiring pipeline (applied, selected, rejected).
• Interview Details: Scheduling info, interviewers, location, etc.
• Rejection Data: Date, reason, and stage at which the candidate was rejected.
• Offers & Attachments: Documents needed for onboarding, plus offer statuses.

These standardized data models ensure consistent data flow across different ATS platforms, reducing the complexities of varied naming conventions or schemas.

4. Top Benefits of ATS Integration

4.1 Reduce Recruitment Time

By automatically updating candidate information across portals, you can expedite how quickly candidates move to the next stage. Ultimately, ATS integration leads to fewer delays, faster time-to-hire, and a lower risk of losing top talent to slow processes.

Learn more: Automate Recruitment Workflows with ATS API

4.2 Accelerate Onboarding & Provisioning

Connecting an ATS to onboarding platforms (e.g., e-signature or document-verification apps) speeds up the process of getting new hires set up. Automated provisioning tasks—like granting software access or licenses—ensure that employees are productive from Day One.

4.3 Prevent Human Errors

Manual data entry is prone to mistakes—like a single-digit error in a salary offer that can cost both time and goodwill. ATS integrations largely eliminate these errors by automating data transfers, ensuring accuracy and minimizing disruptions to the hiring lifecycle.

4.4 Simplify Reporting

Comprehensive, up-to-date recruiting data is essential for tracking trends like time-to-hire, cost-per-hire, and candidate conversion rates. By syncing ATS data with other HR and analytics platforms in real time, organizations gain clearer insights into workforce needs.

4.5 Improve Candidate and Recruiter Experience

Automations free recruiters to focus on strategic tasks like engaging top talent, while candidates receive faster responses and smoother interactions. Overall, ATS integration raises satisfaction for every stakeholder in the hiring pipeline.

5. Real-World Use Cases for ATS Integration

Below are some everyday ways organizations and software platforms rely on ATS integrations to streamline hiring:

1. Technical Assessment Integration
   • Scenario: A coding platform (e.g., HackerRank) automates test invitations and sends results directly to the ATS for next-step scheduling.
   • Value: No more manual data transfers between separate systems. 
   • Learn more: How Interview Scheduling Companies Can Scale ATS Integrations

2. Offer & Onboarding
   • Scenario: E-signature platforms (e.g., DocuSign, AdobeSign) automatically pull candidate data from the ATS once an offer is extended, speeding up formalities.
   • Value: Ensures accurate, timely updates for both recruiters and new hires.

3. Candidate Sourcing & Referral Tools
   • Scenario: Automated lead-generation apps such as Gem or LinkedIn Talent Solutions import candidate details into the ATS.
   • Value: Prevents double-entry and missed opportunities.

4. Background Verification
   • Scenario: Background check providers (GoodHire, Certn, Hireology) receive candidate info from the ATS to run checks, then update results back into the ATS.
   • Value: Streamlines compliance and reduces manual follow-ups.

5. DEI & Workforce Analytics
   • Scenario: Tools like ChartHop pull real-time data from the ATS to measure diversity, track pipeline demographics, and plan resources more effectively.
   • Value: Helps identify and fix biases or gaps in your hiring funnel.

6. Popular ATS APIs and Categories

Applicant Tracking Systems vary in depth and breadth. Some are designed for enterprises, while others cater to smaller businesses. Here are a few categories commonly integrated via APIs:

1. Job Posting APIs: Indeed, Monster, Naukri.
2. Candidate/Lead Sourcing APIs: Zoho, Freshteam, LinkedIn.
3. Resume Parsing APIs: Zoho Recruit, HireAbility, CVViz.
4. Interview Management APIs: Calendly, HackerRank, HireVue, Qualified.io.
5. Candidate Communication APIs: Grayscale, Paradox.
6. Offer Extension & Acceptance APIs: DocuSign, AdobeSign, DropBox Sign.
7. Background Verification APIs: Certn, Hireology, GoodHire.
8. Analytics & Reporting APIs: LucidChart, ChartHop.

Below are some common nuances and quirks of some popular ATS APIs

• Greenhouse: Known for open APIs, robust reporting, and modular data objects (candidate vs. application).
• Lever: Uses “contact” and “opportunity” data models, focusing on candidate relationship management.
• Workday: Combines ATS with a full HR suite, bridging the gap from recruiting to payroll.
• SmartRecruiters: Offers modern UI and strong integrations for sourcing and collaboration.

When deciding which ATS APIs to integrate, consider:

• Market Penetration: Which platforms do your clients or partners use most?
• Documentation Quality: Are there thorough dev resources and sample calls?
• Security & Compliance: Make sure the ATS meets your data protection requirements (SOC2, GDPR, ISO27001, etc.).

7. Common ATS Integration Challenges

While integrating with an ATS can deliver enormous benefits, it’s not always straightforward:

1. Incompatible Candidate Data
   • Issue: Fields may have different names or structures (e.g., candidate_id vs. cand_id).
   • Solution: Data normalization and transformation before syncing.

2. Delayed & Inconsistent Data Sync
   • Issue: Rate limits or throttling can slow updates.
   • Solution: Adopt webhook-based architectures and automated retry mechanisms.

3. High Development Costs
   • Issue: Each ATS integration can take weeks and cost upwards of $10K.
   • Solution: Unified APIs like Knit significantly reduce dev overhead and long-term maintenance.

4. User Interface Gaps
   • Issue: Clashing interfaces between your core product and the ATS can confuse users.
   • Solution: Standardize UI elements or embed the ATS environment within your app for consistency.

5. Limited ATS Vendor Support
   • Issue: Outdated docs or minimal help from the ATS provider.
   • Solution: Use a well-documented unified API that abstracts away complexities.

8. Best Practices for Successful ATS Integration

By incorporating these best practices, you’ll set a solid foundation for smooth ATS integration:

1. Conduct Thorough Research
   • Study ATS Documentation: Look into communication protocols (REST, SOAP, GraphQL), authentication (OAuth, API Keys), and rate limits before building.
   • Assess Vendor Support: Some ATS providers offer robust documentation and developer communities; others may be limited.

2. Plan the Integration with Clear Timelines
   • Phased Rollouts: Prioritize which ATS integrations to tackle first.
   • Set Realistic Milestones: Map out testing, QA, and final deployment for each new connector.

3. Test Performance & Reliability
   • Use Multiple Environments: Sandbox vs. production.
   • Monitor & Log: Implement continuous logging to detect errors and performance issues early.

4. Consider Scalability from Day One
   • Modular Code: Write flexible integration logic that supports new ATS platforms down the road.
   • Be Ready for Volume: As you grow, more candidates, apps, and job postings can strain your data sync processes.

5. Develop Robust Error Handling
   • Graceful Failures: Set up automated retries for rate limiting or network hiccups.
   • Clear Documentation: Create internal wiki pages or external knowledge bases to guide non-technical teams in troubleshooting common integration errors.

6. Weigh In-House vs. Third-Party Solutions
   • Embedded iPaaS: Tools that help you connect apps, though they may require significant upkeep.
   • Unified API: A single connector that covers multiple ATS platforms, saving time and money on maintenance.

9. Building vs. Buying ATS Integrations

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Learn More: Whitepaper: The Unified API Approach to Building Product Integrations

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10. Technical Considerations When Building ATS Integrations

• Authentication & Token Management – Store API tokens securely and refresh OAuth credentials as required.
• Webhooks vs. Polling – Choose between real-time webhook triggers or scheduled API polling based on ATS capabilities.
• Scalability & Rate Limits – Implement request throttling and background job queues to avoid hitting API limits.
• Data Security – Encrypt candidate data in transit and at rest while maintaining compliance with privacy regulations.

11. ATS Integration Architecture Overview

┌────────────────────┐       ┌────────────────────┐
│ Recruiting SaaS    │       │ ATS Platform       │
│ - Candidate Mgmt   │       │ - Job Listings     │
│ - UI for Jobs      │       │ - Application Data │
└────────┬───────────┘       └─────────┬──────────┘
        │ 1. Fetch Jobs/Sync Apps     │
        │ 2. Display Jobs in UI       │
        ▼ 3. Push Candidate Data      │
┌─────────────────────┐       ┌─────────────────────┐
│ Integration Layer   │ ----->│ ATS API (OAuth/Auth)│
│ (Unified API / Knit)│       └─────────────────────┘
└─────────────────────┘

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11. How Knit Simplifies ATS Integration

Knit is a unified ATS API platform that allows you to connect with multiple ATS tools through a single API. Rather than managing individual authentication, communication protocols, and data transformations for each ATS, Knit centralizes all these complexities.

Key Knit Features

• Single Integration, Multiple ATS Apps: Integrate once and gain access to major ATS providers like Greenhouse, Workday ATS, Bullhorn, Darwinbox, and more.
• No Data Storage on Knit Servers: Knit does not store or share your end-user’s data. Everything is pushed to you over webhooks, eliminating security concerns about data rest.
• Unified Data Models: All data from different ATS platforms is normalized, saving you from reworking your code for each new integration.
• Security & Compliance: Knit encrypts data at rest and in transit, offers SOC2, GDPR, ISO27001 certifications, and advanced intrusion monitoring.
• Real-Time Monitoring & Logs: Use a centralized dashboard to track all webhooks, data syncs, and API calls in one place.

Learn more: Getting started with Knit

12. Comparing Knit’s Unified ATS API vs. Direct Connectors

Building ATS integrations in-house (direct connectors) requires deep domain expertise, ongoing maintenance, and repeated data normalization. Here’s a quick overview of when to choose each path:

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13. Security Considerations for ATS Integrations

Security is paramount when handling sensitive candidate data. Mistakes can lead to data breaches, compliance issues, and reputational harm.

1. Data Encryption
   
   • Use HTTPS with TLS for data in transit; ensure data at rest is also encrypted.
2. Access Controls & Authentication
   
   • Enforce robust authentication (OAuth, API keys, etc.) and role-based permissions.
3. Compliance & Regulations
   
   • Many ATS data fields include sensitive, personally identifiable information (PII). Compliance with GDPR, CCPA, SOC2, and relevant local laws is crucial.
4. Logging & Monitoring
   
   • Track and log every request and data sync event. Early detection can mitigate damage from potential breaches or misconfigurations.
5. Vendor Reliability
   
   • Make sure your ATS vendor (and any third-party integration platform) has clear security protocols, frequent audits, and a plan for handling vulnerabilities.

Knit’s Approach to Data Security

• No data storage on Knit’s servers.
• Dual encryption (data at rest and in transit), plus an additional layer for personally identifiable information (PII).
• Round-the-clock infrastructure monitoring with advanced intrusion detection.
• Learn More: Knit’s approach to data security

14. FAQ: Quick Answers to Common ATS Integration Questions

Q1. How do I know which ATS platforms to integrate first?
Start by surveying your customer base or evaluating internal usage patterns. Integrate the ATS solutions most common among your users.

Q2. Is in-house development ever better than using a unified API?
If you only need a single ATS and have a highly specialized use case, in-house could work. But for multiple connectors, a unified API is usually faster and cheaper.

Q3. Can I customize data fields that aren’t covered by the common data model?
Yes. Unified APIs (including Knit) often offer pass-through or custom field support to accommodate non-standard data requirements.

Q4. Does ATS integration require specialized developers?
While knowledge of REST/SOAP/GraphQL helps, a unified API can abstract much of that complexity, making it easier for generalist developers to implement.

Q5. What about ongoing maintenance once integrations are live?
Plan for version changes, rate-limit updates, and new data objects. A robust unified API provider handles much of this behind the scenes.

15. Conclusion

ATS integration is at the core of modern recruiting. By connecting your ATS to the right tools—HRIS, onboarding, background checks—you can reduce hiring time, eliminate data errors, and create a streamlined experience for everyone involved. While building multiple in-house connectors is an option, using a unified API like Knit offers an accelerated route to connecting with major ATS platforms, saving you development time and costs.

Ready to See Knit in Action?

• Request a Demo: Have questions about scaling, data security, or custom fields? Reach out for a personalized consultation
• Check Our Documentation: Dive deeper into the technical aspects of ATS APIs and see how easy it is to connect.

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In today's AI-driven world, AI agents have become transformative tools, capable of executing tasks with unparalleled speed, precision, and adaptability. From automating mundane processes to providing hyper-personalized customer experiences, these agents are reshaping the way businesses function and how users engage with technology. However, their true potential lies beyond standalone functionalities—they thrive when integrated seamlessly with diverse systems, data sources, and applications.

This integration is not merely about connectivity; it’s about enabling AI agents to access, process, and act on real-time information across complex environments. Whether pulling data from enterprise CRMs, analyzing unstructured documents, or triggering workflows in third-party platforms, integration equips AI agents to become more context-aware, action-oriented, and capable of delivering measurable value.

This article explores how seamless integrations unlock the full potential of AI agents, the best practices to ensure success, and the challenges that organizations must overcome to achieve seamless and impactful integration.

Rise of AI Agents

The rise of Artificial Intelligence (AI) agents marks a transformative shift in how we interact with technology. AI agents are intelligent software entities capable of performing tasks autonomously, mimicking human behavior, and adapting to new scenarios without explicit human intervention. From chatbots resolving customer queries to sophisticated virtual assistants managing complex workflows, these agents are becoming integral across industries.

This rise of use of AI agents has been attributed to factors like:

• Advances in AI and machine learning models, and access to vast datasets which allow AI agents to understand natural language better and execute tasks more intelligently.
• Demand for automating routine tasks, reducing the burden on human resources, and improving efficiency, driving operational efficiency

Understanding How AI Agents Work

AI agents are more than just software programs; they are intelligent systems capable of executing tasks autonomously by mimicking human-like reasoning, learning, and adaptability. Their functionality is built on two foundational pillars: 

1) Contextual Knowledge

For optimal performance, AI agents require deep contextual understanding. This extends beyond familiarity with a product or service to include insights into customer pain points, historical interactions, and updates in knowledge. However, to equip AI agents with this contextual knowledge, it is important to provide them access to a centralized knowledge base or data lake, often scattered across multiple systems, applications, and formats. This ensures they are working with the most relevant and up-to-date information. Furthermore, they need access to all new information, such as product updates, evolving customer requirements, or changes in business processes, ensuring that their outputs remain relevant and accurate.

For instance, an AI agent assisting a sales team must have access to CRM data, historical conversations, pricing details, and product catalogs to provide actionable insights during a customer interaction.

2) Strategic Action

AI agents’ value lies not only in their ability to comprehend but also to act. For instance, AI agents can perform activities such as updating CRM records after a sales call, generating invoices, or creating tasks in project management tools based on user input or triggers. Similarly, AI agents can initiate complex workflows, such as escalating support tickets, scheduling appointments, or launching marketing campaigns. However, this requires seamless connectivity across different applications to facilitate action. 

For example, an AI agent managing customer support could resolve queries by pulling answers from a knowledge base and, if necessary, escalating unresolved issues to a human representative with full context.

The capabilities of AI agents are undeniably remarkable. However, their true potential can only be realized when they seamlessly access contextual knowledge and take informed actions across a wide array of applications. This is where integrations play a pivotal role, serving as the key to bridging gaps and unlocking the full power of AI agents.

Enter Integrations: Powering AI Agents

The effectiveness of an AI agent is directly tied to its ability to access and utilize data stored across diverse platforms. This is where integrations shine, acting as conduits that connect the AI agent to the wealth of information scattered across different systems. These data sources fall into several broad categories, each contributing uniquely to the agent's capabilities:

Types of Agent Data Sources: The Foundation of AI Agent Functionality

1) Structured Data Sources

Platforms like databases, Customer Relationship Management (CRM) systems (e.g., Salesforce, HubSpot), and Enterprise Resource Planning (ERP) tools house structured data—clean, organized, and easily queryable. For example, CRM integrations allow AI agents to retrieve customer contact details, sales pipelines, and interaction histories, which they can use to personalize customer interactions or automate follow-ups.

2) Unstructured Data Sources

The majority of organizational knowledge exists in unstructured formats, such as PDFs, Word documents, emails, and collaborative platforms like Notion or Confluence. Cloud storage systems like Google Drive and Dropbox add another layer of complexity, storing files without predefined schemas. Integrating with these systems allows AI agents to extract key insights from meeting notes, onboarding manuals, or research reports. For instance, an AI assistant integrated with Google Drive could retrieve and summarize a company’s annual performance review stored in a PDF document.

3) Streaming Data Sources

Real-time data streams from IoT devices, analytics tools, or social media platforms offer actionable insights that are constantly updated. AI agents integrated with streaming data sources can monitor metrics, such as energy usage from IoT sensors or engagement rates from Twitter analytics, and make recommendations or trigger actions based on live updates.

4) Third-Party Applications

APIs from third-party services like payment gateways (Stripe, PayPal), logistics platforms (DHL, FedEx), and HR systems (BambooHR, Workday) expand the agent's ability to act across verticals. For example, an AI agent integrated with a payment gateway could automatically reconcile invoices, track payments, and even issue alerts for overdue accounts.

The Role of Data Ingestion 

To process this vast array of data, AI agents rely on data ingestion—the process of collecting, aggregating, and transforming raw data into a usable format. Data ingestion pipelines ensure that the agent has access to a broad and rich understanding of the information landscape, enhancing its ability to make accurate decisions.

However, this capability requires robust integrations with a wide variety of third-party applications. Whether it's CRM systems, analytics tools, or knowledge repositories, each integration provides an additional layer of context that the agent can leverage.

Without these integrations, AI agents would be confined to static or siloed information, limiting their ability to adapt to dynamic environments. For example, an AI-powered customer service bot lacking integration with an order management system might struggle to provide real-time updates on a customer’s order status, resulting in a frustrating user experience.

The Case for Real-Time Integrations

In many applications, the true value of AI agents lies in their ability to respond with real-time or near-real-time accuracy. Integrations with webhooks and streaming APIs enable the agent to access live data updates, ensuring that its responses remain relevant and timely.

Consider a scenario where an AI-powered invoicing assistant is tasked with generating invoices based on software usage. If the agent relies on a delayed data sync, it might fail to account for a client’s excess usage in the final moments before the invoice is generated. This oversight could result in inaccurate billing, financial discrepancies, and strained customer relationships.

Why Agents Need Integrations:

1) Empowering Action Across Applications

Integrations are not merely a way to access data for AI agents; they are critical to enabling these agents to take meaningful actions on behalf of other applications. This capability is what transforms AI agents from passive data collectors into active participants in business processes. 

Integrations play a crucial role in this process by connecting AI agents with different applications, enabling them to interact seamlessly and perform tasks on behalf of the user to trigger responses, updates, or actions in real time. 

For instance, A customer service AI agent integrated with CRM platforms can automatically update customer records, initiate follow-up emails, and even generate reports based on the latest customer interactions. SImilarly, if a popular product is running low, the AI agent for e-commerce platform can automatically reorder from the supplier, update the website’s product page with new availability dates, and notify customers about upcoming restocks. Furthermore, A marketing AI agent integrated with CRM and marketing automation platforms (e.g., Mailchimp, ActiveCampaign) can automate email campaigns based on customer behaviors—such as opening specific emails, clicking on links, or making purchases. 

Integrations allow AI agents to automate processes that span across different systems. For example, an AI agent integrated with a project management tool and a communication platform can automate task assignments based on project milestones, notify team members of updates, and adjust timelines based on real-time data from work management systems.

For developers driving these integrations, it’s essential to build robust APIs and use standardized protocols like OAuth for secure data access across each of the applications in use. They should also focus on real-time synchronization to ensure the AI agent acts on the most current data available. Proper error handling, logging, and monitoring mechanisms are critical to maintaining reliability and performance across integrations. Furthermore, as AI agents often interact with multiple platforms, developers should design integration solutions that can scale. This involves using scalable data storage solutions, optimizing data flow, and regularly testing integration performance under load.

2) Building RAG (Retrieval-Augmented Generation) pipelines

Retrieval-Augmented Generation (RAG) is a transformative approach that enhances the capabilities of AI agents by addressing a fundamental limitation of generative AI models: reliance on static, pre-trained knowledge. RAG fills this gap by providing a way for AI agents to efficiently access, interpret, and utilize information from a variety of data sources. Here’s how iintegrations help in building RAG pipelines for AI agents:

Access to Diverse Data Sources

Traditional APIs are optimized for structured data (like databases, CRMs, and spreadsheets). However, many of the most valuable insights for AI agents come from unstructured data—documents (PDFs), emails, chats, meeting notes, Notion, and more. Unstructured data often contains detailed, nuanced information that is not easily captured in structured formats.

RAG enables AI agents to access and leverage this wealth of unstructured data by integrating it into their decision-making processes. By integrating with these unstructured data sources, AI agents:

• Employ Optical Character Recognition (OCR) for scanned documents and Natural Language Processing (NLP) for text extraction.
• Use NLP techniques like keyword extraction, named entity recognition, sentiment analysis, and topic modeling to parse and structure the information.
• Convert text into vector embeddings using models such as Word2Vec, GloVe, and BERT, which represent words and phrases as numerical vectors capturing semantic relationships between them.
• Use similarity metrics (e.g., cosine similarity) to find relevant patterns and relationships between different pieces of data, allowing the AI agent to understand context even when information is fragmented or loosely connected.

Unified Retrieval Layer

RAG involves not only the retrieval of relevant data from these sources but also the generation of responses based on this data. It allows AI agents to pull in information from different platforms, consolidate it, and generate responses that are contextually relevant. 

For instance, an HR AI agent might need to pull data from employee records, performance reviews, and onboarding documents to answer a question about benefits. RAG enables this agent to access the necessary context and background information from multiple sources, ensuring the response is accurate and comprehensive  through a single retrieval mechanism.

Real-Time Contextual Understanding

RAG empowers AI agents by providing real-time access to updated information from across various platforms with the help of Webhooks. This is critical for applications like customer service, where responses must be based on the latest data. 

For example, if a customer asks about their recent order status, the AI agent can access real-time shipping data from a logistics platform, order history from an e-commerce system, and promotional notes from a marketing database—enabling it to provide a response with the latest information. Without RAG, the agent might only be able to provide a generic answer based on static data, leading to inaccuracies and customer frustration.

Key Benefits of RAG for AI Agents

1. Enhanced Accuracy
   By incorporating real-time information retrieval, RAG reduces the risk of hallucinations—a common issue with LLMs—ensuring responses are accurate and grounded in authoritative data sources.
2. Scalability Across Domains and Use Cases
   With access to external knowledge repositories, AI agents equipped with RAG can seamlessly adapt to various industries, such as healthcare, finance, education, and e-commerce.
3. Improved User Experience
   RAG-powered agents offer detailed, context-aware, and dynamic responses, elevating user satisfaction in applications like customer support, virtual assistants, and education platforms.
4. Cost Efficiency
   By offloading the need to encode every piece of knowledge into the model itself, RAG allows smaller LLMs to perform at near-human accuracy levels, reducing computational costs.
5. Future-Proofing AI Systems
   Continuous learning becomes effortless as new information can be integrated into the retriever without retraining the generator, making RAG an adaptable solution in fast-evolving industries.

Challenges in Implementing RAG (Retrieval-Augmented Generation)

While RAG presents immense opportunities to enhance AI capabilities, its implementation comes with a set of challenges. Addressing these challenges is crucial to building efficient, scalable, and reliable AI systems.

1. Latency and Performance Bottlenecks: Real-time retrieval and generation involve multiple computational steps, including embedding queries, retrieving data, and generating responses. This can introduce delays, especially when handling large-scale queries or deploying RAG on low-powered devices.some text
   • Mitigation Strategies:some text
     • Approximate Nearest Neighbor (ANN) Search: Use ANN techniques in retrievers (e.g., FAISS or ScaNN) to speed up vector searches without sacrificing too much accuracy.
     • Caching Frequent Queries: Cache the most common retrieval results to bypass the retriever for repetitive queries.
     • Parallel Processing: Leverage parallelism in data retrieval and model inference to minimize bottlenecks.
     • Model Optimization: Use quantized or distilled models for faster inference during embedding generation or response synthesis.
2. Data Quality and Bias in Knowledge Bases: The quality and relevance of retrieved data heavily depend on the source knowledge base. If the data is outdated, incomplete, or biased, the generated responses will reflect those shortcomings.some text
   • Mitigation Strategies:some text
     • Regular Data Updates: Ensure the knowledge base is periodically refreshed with the latest and most accurate information.
     • Source Validation: Use reliable, vetted sources to build the knowledge base.
     • Bias Mitigation: Perform audits to identify and correct biases in the retriever’s dataset or the generator’s output.
     • Content Moderation: Implement filters to exclude low-quality or irrelevant data during the retrieval phase.
3. Scalability with Large Datasets: As datasets grow in size and complexity, retrieval becomes computationally expensive. Indexing, storage, and retrieval from large-scale knowledge bases require robust infrastructure.some text
   • Mitigation Strategies:some text
     • Hierarchical Retrieval: Use multi-stage retrievers where a lightweight model filters down the dataset before passing it to a heavier, more precise retriever.
     • Distributed Systems: Deploy distributed retrieval systems using frameworks like Elasticsearch clusters or AWS-managed services.
     • Efficient Indexing: Use optimized indexing techniques (e.g., HNSW) to handle large datasets efficiently.
4. Alignment Between Retrieval and Generation: RAG systems must align retrieved information with user intent to generate coherent and contextually relevant responses. Misalignment can lead to confusing or irrelevant outputs.some text
   • Mitigation Strategies:some text
     • Query Reformulation: Preprocess user queries to align them with the retriever’s capabilities, using NLP techniques like rephrasing or entity extraction.
     • Context-Aware Generation: Incorporate structured prompts that explicitly guide the generator to focus on the retrieved context.
     • Feedback Mechanisms: Enable end-users or moderators to flag poor responses, and use this feedback to fine-tune the retriever and generator.
5. Handling Ambiguity in Queries: Ambiguous user queries can lead to irrelevant or incomplete retrieval, resulting in suboptimal generated responses.some text
   • Mitigation Strategies:some text
     • Clarification Questions: Build mechanisms for the AI to ask follow-up questions when the user query lacks clarity.
     • Multi-Pass Retrieval: Retrieve multiple potentially relevant contexts and use the generator to combine and synthesize them.
     • Weighted Scoring: Assign higher relevance scores to retrieved documents that align more closely with query intent, using additional heuristics or context-based filters.
6. Integration Complexity: Seamlessly integrating retrieval systems with generative models requires significant engineering effort, especially when handling domain-specific requirements or legacy systems.some text
   • Mitigation Strategies:some text
     • Frameworks and Libraries: Use existing RAG frameworks like Haystack or LangChain to reduce development complexity.
     • API Abstraction: Wrap the retriever and generator in unified APIs to simplify the integration process.
     • Microservices Architecture: Deploy retriever and generator components as independent services, allowing for modular development and easier scaling.
7. Using Unreliable Sources: A Key Challenge in RAG Implementation**: The effectiveness of Retrieval-Augmented Generation (RAG) depends heavily on the quality of the knowledge base. If the system relies on unreliable, biased, or non-credible sources, it can lead to the generation of inaccurate, misleading, or harmful outputs. This undermines the reliability of the AI and can damage user trust, especially in high-stakes domains like healthcare, finance, or legal services.some text
   • Mitigation Strategies:some text
     • Source Vetting and Curation: Establish strict criteria for selecting sources, prioritizing those that are credible, authoritative, and up-to-date along with regular audit.
     • Trustworthiness Scoring: Assign trustworthiness scores to sources based on factors like citation frequency, domain expertise, and author credentials.
     • Multi-Source Validation: Cross-reference retrieved information against multiple trusted sources to ensure accuracy and consistency.

Steps to Build a RAG Pipeline

1. Define the Use Casesome text
   • Identify the specific application for your RAG pipeline, such as answering customer support queries, generating reports, or creating knowledge assistants for internal use.
2. Select Data Sources
   • Determine the types of data your pipeline will access, including structured (databases, APIs) and unstructured (documents, emails, knowledge bases).
3. Choose Tools and Technologies
   • Vectorization Tools: Select pre-trained models for creating text embeddings.
   • Databases: Use a vector database to store and retrieve embeddings.
   • Generative Models: Choose a model optimized for your domain and use case.
4. Develop and Deploy Retrieval Models
   • Train retrieval models to handle semantic queries effectively. Focus on accuracy and relevance, balancing precision with speed.
5. Integrate Generative AI
   • Connect the retrieval mechanism to the generative model. Ensure input prompts include the retrieved context for highly relevant outputs.
6. Implement Quality Assurance
   • Regularly test the pipeline with varied inputs to evaluate accuracy, speed, and the relevance of responses.
   • Monitor for potential biases or inaccuracies and adjust models as needed.
7. Optimize and Scale
   • Fine-tune the pipeline based on user feedback and performance metrics.
   • Scale the system to handle larger datasets or higher query volumes as needed.

Real-World Use Cases of integrations for AI Agents

AI-Powered Customer Support for an eCommerce Platform

Integration of an AI-powered customer service agent with CRM systems, ticketing platforms, and other tools can help enhance contextual knowledge and take proactive actions, delivering a superior customer experience. 

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For instance, when a customer reaches out with a query—such as a delayed order—the AI agent retrieves their profile from the CRM, including past interactions, order history, and loyalty status, to gain a comprehensive understanding of their background. Simultaneously, it queries the ticketing system to identify any related past or ongoing issues and checks the order management system for real-time updates on the order status. Combining this data, the AI develops a holistic view of the situation and crafts a personalized response. It may empathize with the customer’s frustration, offer an estimated delivery timeline, provide goodwill gestures like loyalty points or discounts, and prioritize the order for expedited delivery.

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The AI agent also performs critical backend tasks to maintain consistency across systems. It logs the interaction details in the CRM, updating the customer’s profile with notes on the resolution and any loyalty rewards granted. The ticketing system is updated with a resolution summary, relevant tags, and any necessary escalation details. Simultaneously, the order management system reflects the updated delivery status, and insights from the resolution are fed into the knowledge base to improve responses to similar queries in the future. Furthermore, the AI captures performance metrics, such as resolution times and sentiment analysis, which are pushed into analytics tools for tracking and reporting.

Retail AI Agent with Omni-Channel Integration

In retail, AI agents can integrate with inventory management systems, customer loyalty platforms, and marketing automation tools for enhancing customer experience and operational efficiency. For instance, when a customer purchases a product online, the AI agent quickly retrieves data from the inventory management system to check stock levels. It can then update the order status in real time, ensuring that the customer is informed about the availability and expected delivery date of the product. If the product is out of stock, the AI agent can suggest alternatives that are similar in features, quality, or price, or provide an estimated restocking date to prevent customer frustration and offer a solution that meets their needs. 

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Similarly, if a customer frequently purchases similar items, the AI might note this and suggest additional products or promotions related to these interests in future communications. By integrating with marketing automation tools, the AI agent can personalize marketing campaigns, sending targeted emails, SMS messages, or notifications with relevant offers, discounts, or recommendations based on the customer’s previous interactions and buying behaviors. The AI agent also writes back data to customer profiles within the CRM system. It logs details such as purchase history, preferences, and behavioral insights, allowing retailers to gain a deeper understanding of their customers’ shopping patterns and preferences. 

Key challenges with integrations for AI agents

Integrating AI (Artificial Intelligence) and RAG (Recommendations, Actions, and Goals) frameworks into existing systems is crucial for leveraging their full potential, but it introduces significant technical challenges that organizations must navigate. These challenges span across data ingestion, system compatibility, and scalability, often requiring specialized technical solutions and ongoing management to ensure successful implementation.

Data Compatibility and Quality:

• Data Fragmentation: Many organizations operate in data-rich but siloed environments, where critical information is scattered across multiple tools and platforms. For instance, customer data may reside in CRMs, operational data in ERP systems, and communication data in collaboration tools like Slack or Google Drive. These systems often store data in incompatible formats, making it difficult to consolidate into a single, accessible source. This fragmentation obstructs AI's ability to deliver actionable insights by limiting its access to the complete context required for accurate recommendations and decisions. Overcoming this challenge is particularly difficult in organizations with legacy systems or highly customized architectures.
• Data Quality Issues: AI systems rely heavily on data accuracy, completeness, and consistency. Common issues such as duplicate records, missing fields, or outdated entries can severely undermine the performance of AI models. Inconsistent data formatting, such as differences in date structures, naming conventions, or measurement units across systems, can lead to misinterpretation of information by AI agents. Low-quality data not only reduces the effectiveness of AI but also erodes stakeholder confidence in the system's outputs, creating a cycle of distrust and underutilization.

Complexity of Integration:

• System Compatibility: Integrating AI frameworks with existing platforms is often hindered by discrepancies in system architecture, API protocols, and data exchange standards. Enterprise systems such as CRMs, ERPs, and proprietary databases are frequently designed without interoperability in mind. These compatibility issues necessitate custom integration solutions, which can be time-consuming and resource-intensive. Additionally, the lack of standardization across APIs complicates the development process, increasing the risk of integration failures or inconsistent data flow.
• Real-Time Integration: Real-time functionality is critical for AI systems that generate recommendations or perform actions dynamically. However, achieving this is particularly challenging when dealing with high-frequency data streams, such as those from IoT devices, e-commerce platforms, or customer-facing applications. Low-latency requirements demand advanced data synchronization capabilities to ensure that updates are processed and reflected instantaneously across all systems. Infrastructure limitations, such as insufficient bandwidth or outdated hardware, further exacerbate this challenge, leading to performance degradation or delayed responses.

Scalability Issues:

• High Volume or Large Data Ingestion: AI integrations often require processing enormous volumes of data generated from diverse sources. These include transactional data from e-commerce platforms, behavioral data from user interactions, and operational data from business systems. Managing these data flows requires robust infrastructure capable of handling high throughput while maintaining data accuracy and integrity. The dynamic nature of data sources, with fluctuating volumes during peak usage periods, further complicates scalability, as systems must be designed to handle both expected and unexpected surges.
• Third-Party Limitations and Data Loss: Many third-party systems impose rate limits on API calls, which can restrict the volume of data an AI system can access or process within a given timeframe. These limitations often lead to incomplete data ingestion or delays in synchronization, impacting the overall reliability of AI outputs. Additional risks, such as temporary outages or service disruptions from third-party providers, can result in critical data being lost or delayed, creating downstream effects on AI performance.

Building AI Actions for Automation:

• API Research and Management: AI integrations require seamless interaction with third-party applications through APIs, which involves extensive research into their specifications, capabilities, and constraints. Organizations must navigate a wide variety of authentication protocols, such as OAuth 2.0 or API key-based systems, which can vary significantly in complexity and implementation requirements. Furthermore, APIs are subject to frequent updates or deprecations, which may lead to breaking changes that disrupt existing integrations and necessitate ongoing monitoring and adaptation.
• Cost of Engineering Hours: Developing and maintaining AI integrations demands significant investment in engineering resources. This includes designing custom solutions, monitoring system performance, and troubleshooting issues arising from API changes or infrastructure bottlenecks. The long-term costs of managing these integrations can escalate as the complexity of the system grows, placing a strain on both technical teams and budgets. This challenge is especially pronounced in smaller organizations with limited technical expertise or resources to dedicate to such efforts.

Monitoring and Observability Gaps

• Lack of Unified Dashboards: Organizations often use disparate monitoring tools that focus on specific components, such as data pipelines, model health, or API integrations. However, these tools rarely offer a comprehensive view of the overall system performance. This fragmented approach creates blind spots, making it challenging to identify interdependencies or trace the root causes of failures and inefficiencies. The absence of a single pane of glass for monitoring hinders decision-making and proactive troubleshooting.
• Failure Detection: AI systems and their integrations are susceptible to several issues, such as dropped API calls, broken data pipelines, and data inconsistencies. These problems, if undetected, can escalate into critical disruptions. Without robust failure detection mechanisms—like anomaly detection, alerting systems, and automated diagnostics—such issues can remain unnoticed until they significantly impact operations, leading to downtime, loss of trust, or financial setbacks.

Versioning and Compatibility Drift

• API Deprecations: Third-party providers frequently update or discontinue APIs, creating potential compatibility issues for existing integrations. For example, a CRM platform might revise its API authentication protocols, making current integration setups obsolete unless they are swiftly updated. Failure to monitor and adapt to such changes can lead to disrupted workflows, data loss, or security vulnerabilities.
• Model Updates: AI models require periodic retraining and updates to improve performance, adapt to new data, or address emerging challenges. However, these updates can unintentionally introduce changes in outputs, workflows, or integration points. If not thoroughly tested and managed, such changes can disrupt established business processes, leading to inconsistencies or operational delays. Effective version control and compatibility testing are critical to mitigate these risks.

How to Add Integrations to AI Agents?

Adding integrations to AI agents involves providing these agents with the ability to seamlessly connect with external systems, APIs, or services, allowing them to access, exchange, and act on data. Here are the top ways to achieve the same:

Custom Development Approach

Custom development involves creating tailored integrations from scratch to connect the AI agent with various external systems. This method requires in-depth knowledge of APIs, data models, and custom logic. The process involves developing specific integrations to meet unique business requirements, ensuring complete control over data flows, transformations, and error handling. This approach is suitable for complex use cases where pre-built solutions may not suffice.

Pros:

• Highly Tailored Solutions: Custom development allows for precise control over the integration process, enabling specific adjustments to meet unique business requirements.
• Full Control: Organizations can implement specific data validation rules, security protocols, and transformations that best suit their needs.
• Complex Use Cases: Custom development is ideal for complex integrations involving multiple systems or detailed workflows that existing platforms cannot support.

Cons:

• Resource-Intensive: Building and maintaining custom integrations requires specialized skills in software development, APIs, and data integration.
• Time Consuming: Development can take weeks to months, depending on the complexity of the integration.
• Maintenance: Ongoing maintenance is required to adapt the integration to changes in APIs, business needs, or system upgrades.

Embedded iPaaS Approach

Embedded iPaaS (Integration Platform as a Service) solutions offer pre-built integration platforms that include no-code or low-code tools. These platforms allow organizations to quickly and easily set up integrations between the AI agent and various external systems without needing deep technical expertise. The integration process is simplified by using a graphical interface to configure workflows and data mappings, reducing development time and resource requirements.

Pros:

• Quick Deployment: Rapid implementation thanks to the use of visual interfaces and pre-built connectors, enabling organizations to integrate systems quickly.
• Scalability: Easy to adjust and scale as business requirements evolve, ensuring flexibility over time.
• Reduced Costs: Lower upfront costs and less need for specialized development teams compared to custom development.

Cons:

• Limited Customization: Some iPaaS solutions may not offer enough customization for complex or highly specific integration needs.
• Platform Dependency: Integration capabilities are restricted by the APIs and features provided by the chosen iPaaS platform.
• Recurring Fees: Subscription costs can accumulate over time, making this approach more expensive for long-term use.

Unified API Solutions (e.g., Knit) 

Unified API solutions provide a single API endpoint that connects to multiple SaaS products and external systems, simplifying the integration process. This method abstracts the complexity of dealing with multiple APIs by consolidating them into a unified interface. It allows the AI agent to access a wide range of services, such as CRM systems, marketing platforms, and data analytics tools, through a seamless and standardized integration process.

Pros:

• Speed: Quick deployment due to pre-built connectors and automated setup processes.
• 100% API Coverage: Access to a wide range of integrations with minimal setup, reducing the complexity of managing multiple API connections.
• Ease of Use: Simplifies integration management through a single API, reducing overhead and maintenance needs.

How Knit AI Can Power Integrations for AI Agents

Knit offers a game-changing solution for organizations looking to integrate their AI agents with a wide variety of SaaS applications quickly and efficiently. By providing a seamless, AI-driven integration process, Knit empowers businesses to unlock the full potential of their AI agents by connecting them with the necessary tools and data sources.

• Rapid Integration Deployment: Knit AI allows AI agents to deploy dozens of product integrations within minutes. This speed is achieved through a user-friendly interface where users can select the applications they wish to integrate with. If an application isn’t supported yet, Knit AI will add it within just 2 days. This ensures businesses can quickly adapt to new tools and services without waiting for extended development cycles.
• 100% API Coverage: With Knit AI, AI agents can access a wide range of APIs from various platforms and services through a unified API. This means that whether you’re integrating with CRM systems, marketing platforms, or custom-built applications, Knit provides complete API coverage. The AI agent can interact with these systems as if they were part of a single ecosystem, streamlining data access and management.
• Custom Integration Options: Users can specify their needs—whether they want to read or write data, which data fields they need, and whether they require scheduled syncs or real-time API calls. Knit AI then builds connectors tailored to these specifications, allowing for precise control over data flows and system interactions. This customization ensures that the AI agent can perform exactly as required in real-time environments.
• Testing and Validation: Before going live, users can test their integrations using Knit’s available sandboxes. These sandboxes allow for a safe environment to verify that the integration works as expected, handling edge cases and ensuring data integrity. This process minimizes the risk of errors and ensures that the integration performs optimally once it’s live.
• Publish with Confidence: Once tested and validated, the integration can be published with a single click. Knit simplifies the deployment process, enabling businesses to go from development to live integration in minutes. This approach significantly reduces the friction typically associated with traditional integration methods, allowing organizations to focus on leveraging their AI capabilities without technical barriers.

By integrating with Knit, organizations can power their AI agents to interact seamlessly with a wide array of applications. This capability not only enhances productivity and operational efficiency but also allows for the creation of innovative use cases that would be difficult to achieve with manual integration processes. Knit thus transforms how businesses utilize AI agents, making it easier to harness the full power of their data across multiple platforms.

Ready to see how Knit can transform your AI agents? Contact us today for a personalized demo!

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Introduction: The Need for Robust Integration Solutions

As SaaS adoption soars, integrations have become critical. Building and managing them in-house is resource-heavy. That’s where unified APIs come in, offering 1:many integrations and drastically simplifying integration development. Merge.dev has emerged as a popular solution, but it's far from the only one. If you're searching for Merge API competitors, this guide dives deep into the top alternatives—starting with Knit, the security-first unified API.

What is Merge.dev?

Merge.dev provides a unified API to integrate multiple apps in the same category—like HRIS or ATS—with one connector. Key benefits include:

• Wide integration coverage within select categories
• Managed authentication
• Simplified developer experience

However, it’s not without pain points:

• Limited integration categories (only 6+1 beta)
• Uses iframes for its auth component with limited customizability for branding
• Requires polling infrastructure for data syncs
• Caches and stores customer data
• Expensive, with prices starting at $7,800/year

Merge API Competitors: Top Alternatives

While Merge.dev is a strong contender, several alternatives address its limitations and offer unique advantages.  Here are some of the top Merge API competitors:  

1. Knit  ‍
2. Finch
3. Apideck
4. Kombo
5. Integration.app

Meet Knit: The Security-First Merge API Competitor

Knit is a standout among Merge API competitors. It’s purpose-built for businesses that care about data security, flexibility, and real-time sync.

Top Reasons to Choose Knit Over Merge

1. No Caching of Customer Data

Unlike Merge, Knit does not store any customer data. All data requests are pass-through. Merge stores and serves data from cache under the guise of differential syncing. Knit offers the same differential capabilities—without compromising on privacy.

2. End User Scope Control

Knit gives your end users granular control over what data gets shared during integration. Users can toggle scopes directly from the auth component—an industry-first feature.

3. AI Connector Builder for Unsupported Use Cases

Merge struggles when your use case doesn’t fit its common models, pushing you toward complex passthroughs. Knit’s AI Connector Builder builds a custom connector instantly.

4. Best Value for Money

Merge locks essential features and support behind premium tiers. Knit’s transparent pricing (starts at $4,800/year) gives you more capabilities and better support—at a lower cost.

5. 100% Webhooks Architecture

Merge requires polling or relies on unreliable webhooks. Knit uses pure push-based data sync. You get guaranteed data delivery at scale, with a 99.99% SLA.

6. Customizable Auth Component

Knit uses a JavaScript SDK—not an iframe. You can fully customize UI, branding, and even email templates to match your product experience.

7. Fine-Tuned Data Sync Controls

Knit lets you:

• Filter data at source (only sync what you need)
• Control sync frequency (start, pause, or stop from dashboard)

8. Broader Category Coverage

Knit offers more vertical and horizontal coverage than Merge:

• Unified APIs for CRM, HRIS, ATS, Accounting, E-Sign, Communication, Assessments, Expense Management, and more

9. Built-In Integration Management

From deep RCA tools to logs and dashboards, Knit empowers CX teams to manage syncs without engineering support.

10. Support for Custom Data Models

You’re not limited to a common model. Knit supports mapping custom fields and controlling granular read/write permissions.

Other Noteworthy Merge.dev Alternatives

1. Finch

Best for: HRIS & Payroll integrations

• Strengths: Standardized employment data, wide HRIS coverage (200+), read/write benefits support
• Weaknesses: Focused only on HR systems, stores customer data, limited RCA tools, many assisted (manual) integrations

Pricing: ~$600/account/year (limited features)

2. Apideck

Best for: Broad API category coverage

• Strengths: Supports file storage, e-commerce, POS, and more; built-in marketplace
• Weaknesses: Shallow depth per category, limited custom field support

Pricing: Starts at $299/month with 10K API call limit

3. Kombo

Best for: European SaaS companies needing HRIS/ATS integrations

• Strengths: Strong European app support, easy to use
• Weaknesses: Limited categories, doesn’t meet global security/compliance needs

Pricing: $1200+/month + per-customer fees

4. Integration.app

Best for: AI-powered integration framework

• Strengths: Pre-built + customizable integrations, extensive documentation
• Weaknesses: Steep learning curve

Pricing: $1200+/month + per-customer fees

Final Verdict: Why Knit is the Best Merge API Competitor

While every tool has its strengths, Knit is the only Merge.dev competitor that:

• Doesn’t cache or store customer data
• Uses 100% webhooks for real-time, scalable syncs
• Provides extensive customization for data models, auth UIs, and syncs
• Offers unparalleled integration management tools
• Is recognized as a leader on the G2 Grid for 2025

If you're serious about secure, scalable, and cost-effective integrations, Knit is the best Merge API alternative for your SaaS product. Get in touch today to learn more!

TL;DR

If you are exploring Unified APIs or Embedded iPaaS solutions to scale your integrations offerings, evaluate them closely on two aspects - API coverage and developer efficiency. While Unified API solutions hold great promise to reduce developer effort, they struggle to provide 100% API coverage within the APPs they support, which limits the use cases you can build with them. On the other hand, embedded iPaaS tools offer great API coverage, but expect developers to spend time in API discovery for each tool and build and maintain separate integrations for each, requiring a lot more effort from your developers than Unified APIs.

Knit’s AI driven integrations agent combines the best of both worlds to offer 100% API coverage while still expecting no effort from developers in API discovery and building and maintaining separate integrations for each tool.

Let’s dive in.

Solutions for embedded integrations

Hi there! Welcome to Knit - one of the top ranked integrations platforms out there (as per G2).

Just to set some context, we are an embedded integration platform. We offer a white labelled solution which SaaS companies can embed into their SaaS product to scale the integrations they offer to their customers out of the box.

The embedded integrations space started over the past 3-4 years, and today, is settling down into two kinds of solutions - Unified APIs and Embedded iPaaS Tools.

You might have been researching solutions in this space, and already know what both solutions are, but for the uninitiated, here’s a (very) brief download.

Unified APIs help organisations deliver a high number of category-specific integrations to market quickly and are most useful for standardised integrations applicable across most customers of the organisation. For Example: I want to offer all my customers the ability to connect their CRM of choice (Salesforce, HubSpot, Pipedrive, etc.) to access all their customer information in my product.

Embedded iPaaS solutions are embedded workflow automation tools. These cater to helping organisations deliver one integration at a time and are most useful for bespoke automations built at a customer level. For Example: I want to offer one of my customers the ability to connect their Salesforce CRM to our product for their specific, unique needs.

Knit started its life as a Unified API player, and as we spoke to hundreds of SaaS companies of all sizes, we realised that both the currently popular approaches make some tradeoffs which either put limitations on the use cases you can solve with them or fall short on your expectations of saving engineering time in building and maintaining integrations.

But before we get to the tradeoffs, what exactly should you be looking for when evaluating an embedded integration solution?

While there will of course be nuances like data security, authentication management, ability to filter data, data scopes, etc. the three key aspects which top the list of our customers are:

1. Whether the solution covers the APP you want to integrate with
2. Whether the solution covers the APIs within those APPs to solve for YOUR use case, and
3. How much effort does it take for YOUR developers to build and maintain integrations on the platform

Now let’s try and understand the tradeoffs which current solutions take and their impact on the three aspects above.

The Coverage problem with Unified APIs

The idea of providing a single API to connect with every provider is extremely powerful because it greatly reduces developer effort in building each integration individually. However, the increase in developer efficiency comes with the tradeoff of coverage.

Unifying all APPs within a SaaS category is hard work. As a Unified API vendor, you need to understand the APIs of each APP, translate the various fields available within each APP into a common schema, and then build a connector which can be added into the platform catalogue. At times, unification is not even possible, because APIs for some use cases are not available in all APPs.

This directly leads to low API coverage. For example, while Hubspot exposes a total of 400+ APIs, the oldest and most well-funded Unified API provider today offers a Unified CRM API which covers only 20 of them, inherently limiting its usefulness to a subset of the possible integration use cases.

Coverage is added based on frequency of customer demand and as a stop gap workaround, all Unified API platforms offer a ‘passthrough’ feature, which allows working with the native APIs of the source APP directly when it is not covered in the Unified model. This essentially dilutes the Unified promise as developers are required to learn the source APIs to build the connector and then maintain it anyways, leading to a hit on developer productivity.

So, when you are evaluating any Unified API provider, beyond the first conversation, do dig deep into whether or not they cover for the APIs you will need for your use case.

If they don’t, your alternative is to either use the pass throughs, or work with embedded iPaaS tools - both can give you added coverage, but they tradeoff coverage with developer efficiency, as we will learn below.

The Developer Efficiency challenge with embedded iPaaS

While Unified APIs optimise for developer efficiency by offering standard 1: many APIs, embedded iPaaS tools optimise for coverage.

They offer almost all the native APIs available in source systems on their platforms for developers to build their integrations, without a unification layer. This means developers looking to build integrations on top of embedded iPaaS tools need to build a new integration for each new tool their customers could be using. Not only this requires developers to spend a lot of time in API discovery for their specific use case, but also then maintain the integration on the platform.

Perhaps this is the reason why embedded iPaaS tools are best suited for integrations which require bespoke customization for each new customer. In such scenarios, the value is not in reusing the integration across customers, but rather the ability to quickly customise the integration business logic for each new customer. And embedded iPaaS tools deliver on this promise by offering drag drop, no code integration logic builders - which in our opinion drive the most value for the users of these platforms.

**Do note, that integration logic customization is a bit different from the ability to handle customised end systems, where the data fields could be different and non-standard for different installations of the same APP. Custom fields are handled well even in Unified API platforms.

What sets Knit apart?

So, we now know that the two most prominent approaches to scale product integrations today, even though powerful for some scenarios, might not be the best overall solutions for your integration needs.

However, till recently, there didn’t seem to be a solution for these challenges. That changed with the rapid rise and availability of Generative AI. The ability of Gen AI technology to read and make sense of unstructured data, allowed us to build the first integration agent in the market, which can read and analyse API documentation, understand it, and orchestrate API calls to create unified connectors tailored for each developer's use case.

This not only gives developers access to 100% of the source APPs APIs but also requires negligible developer effort in API discovery since the agent discovers the right APIs on the developer's behalf.

What’s more, another advantage it gives us is that we are now able to add any missing APP in our pre-built catalogue in 2 days on request, as long as we have access to the API documentation. Most platforms take anywhere from 2-6 weeks for this, and ‘put it on the roadmap’ while your customers wait. We know that’s frustrating.

So, with Knit, you get a platform that is flexible enough to cover for any integration use case you want to build, yet doesn’t require the developer bandwidth required by embedded iPaaS tools in building and maintaining separate integrations for each APP.

This continues and builds upon our history of being pioneers in the integration space, right since inception.

We were the first to launch a 'no data storage' Unified API, which set new standards for data security and forced competition to catch up — and now, we’re the first to launch an AI agent for integrations. We know others will follow, like they did for the no caching architecture, but that’s a win for the whole industry. And by then, we’re sure to be pioneering the next step jump in this space.

It is our mission to make integrations simple for all.

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Introduction

SaaS (Software-as-a-Service) applications now account for over 70% of company software usage, and research shows the average organization runs more than 370 SaaS tools today. By end of 2025, 85% of all business applications will be SaaS-based, underscoring just how fast the market is growing.

However, using a large number of SaaS tools comes with a challenge: How do you make these applications seamlessly talk to each other so you can reduce manual workflows and errors? That’s where SaaS integration steps in.

In this article, we’ll break down everything from the basics of SaaS integration and its benefits to common use cases, best practices, and a look at the future of this essential connectivity.

1. What Is SaaS Integration?

SaaS integration is the process of connecting separate SaaS applications so they can share data, trigger each other’s workflows, and automate repetitive tasks. This connectivity can be:

• Internal (used for your own workflows among various tools like CRM, HRMS, payroll, etc.)
• Customer-facing (offered by a SaaS provider to help its customers seamlessly connect the SaaS product with whatever tools they already use)

At its core, SaaS integration often involves using APIs (Application Programming Interfaces) to ensure data can move between apps in real time. As companies add more and more SaaS tools, integration is no longer a luxury—it's a necessity for efficiency and scalability.

2. Why SaaS Integrations Matter

With the explosive growth of SaaS, SaaS integrations are now more important than ever. Below are some of the top reasons companies invest heavily in SaaS integrations:

• Eliminate Data Silos: Integrations unify data across multiple departments, so every team has the context they need—without duplicating effort.
• Increase Efficiency and Accuracy: By automating repetitive tasks and reducing manual data entry, businesses avoid costly errors.
• Enhance Decision Making: Real-time data flow enables better analytics and data-driven decisions.
• Improve Employee Experience: Automated workflows free employees from mundane, error-prone tasks so they can focus on impactful, creative work.
• Drive Customer Delight and Retention (for SaaS providers): Offering out-of-the-box integrations with popular apps positions your product as a one-stop solution—and customers stick around when things “just work.”

3. Popular SaaS Integration Use Cases

Here are a few real-world ways SaaS integrations can transform businesses:

1. Sync HRMS and Payroll
   • Automate employee onboarding data from your HRMS to your payroll system.
   • Eliminate manual re-entry of compensation, leaves, bonuses, etc.
2. Add Employee Data from ATS to Onboarding Systems
   • Once a candidate is hired in the ATS, create a user profile for them in the onboarding software.
   • Ensure they receive all relevant documents, access, and resources on Day 1.
3. Connect Marketing Automation Platforms with CRM
   • Whenever a lead engages with a campaign in HubSpot, reflect the new/updated lead details in Salesforce.
   • Let sales teams see fresh, accurate lead info in real time.
4. Link CRM with Contract Management & File Storage
   • Automatically generate contracts in a contract management system (e.g., DocuSign) when a CRM deal is marked as “won.”
   • Store important client documents in Dropbox, Box, or Google Drive via an automated sync.
5. Sync HRMS and Benefits Administration
   • Reflect salary changes or promotions from HRMS to benefits software, ensuring perks and incentives are accurately applied.

4. Key Challenges in Building SaaS Integrations

Despite the clear advantages, integrating SaaS apps can be complicated. Here are some challenges to watch out for:

• Compatibility Issues & Lack of Standardized APIs
  • Many SaaS apps have inconsistent or poorly documented APIs, making integration a puzzle.
• Security & Privacy Risks
  • Sensitive business or personal data is often exchanged, so robust encryption and authentication are a must.
• Heavy Developer Bandwidth Required
  • Building integrations in-house can overwhelm engineering teams, especially when creating multiple point-to-point connections.
• Ongoing Maintenance
  • Even after your integrations are up and running, changes in third-party APIs or business logic can break workflows, requiring continuous monitoring.

5. Choosing the Right Approach: Build vs Buy

Depending on your goals, your team size, and the complexity of the integrations, you’ll have to decide whether to develop integrations in-house or outsource to third-party solutions.

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6. Top Platforms for SaaS Integration

Multiple categories of third-party SaaS integration platforms exist to help you avoid building everything from scratch. While iPaaS tools are best suited for internal enterprise workflow automations, embedded iPaaS tools which encompass embedded workflow tools and Unified API platforms are best suited for customer facing integrations offerings of SaaS tools or AI agents:

1. iPaaS (Integration Platform as a Service)
   • Examples: Workato, Zapier, Mulesoft
   • Ideal for internal software connectivity and workflow automation. Often includes drag-and-drop, low-code interfaces.
2. Embedded Workflow Automation
   • Examples: Workato Embedded, Tray Embedded
   • Allows SaaS providers to embed integrations directly into their product, so end users can set up connections quickly.
3. Unified API
   • Examples: Knit, Merge, Finch
   • Offers a “one-to-many” approach, so you integrate once with a unified API and instantly unlock connectivity to many apps within that category.
   • Great for scaling customer-facing integrations rapidly.
4. RPA (Robotic Process Automation)
   • Examples: UiPath, Blue Prism
   • Uses “bots” to mimic manual tasks (like form-filling). Ideal when no suitable API is available, though can be fragile.

7. How to Integrate SaaS Applications (Step-by-Step)

If you’re ready to implement SaaS integrations, here’s a simplified roadmap:

1. Define Goals and Scope
   • Clarify whether integrations are for internal efficiency, customer-facing benefits, or both.
   • List and prioritize which SaaS apps to connect first (based on ROI, user demand, etc.).
2. Choose the Right Tools (or Strategy)
   • Pick between building native integrations, using an iPaaS or embedded iPaaS, or leveraging a unified API provider like Knit.
   • Factor in timeline, developer bandwidth, total cost, and your long-term product roadmap.
3. Design Workflows and Data Mappings
   • Determine exactly how data should flow from one application to the other.
   • Create field mappings (e.g., “CRM Lead Name” → “Marketing Platform Contact Name”).
4. Configure Authentication & Security
   • Use secure OAuth flows (or relevant protocols) to connect the apps.
   • Encrypt data at rest and in transit, and follow compliance regulations (SOC 2, GDPR, etc.).
5. Test Thoroughly
   • Start with a sandbox or staging environment to test for data accuracy and error handling.
   • Check edge cases (large data volumes, missing fields, rate limits).
6. Launch and Monitor
   • Push live gradually to a small set of users or a pilot department.
   • Use logging and alert systems to detect any integration failures early.
7. Iterate and Optimize
   • Solicit feedback from end users.
   • Adjust data flows, add more connectors, or refine based on your evolving requirements.

8. SaaS Integration Best Practices

To ensure your integrations are robust and future-proof, follow these guiding principles:

• Start with a Clear Business Goal
  • Align every integration with a tangible outcome—e.g., reduce 30% of manual data entry time, or expedite customer onboarding by 40%.
• Prioritize Security and Compliance
  • Protect sensitive data via encryption, access controls, and up-to-date compliance (SOC 2, ISO 27001, etc.).
• Document Everything
  • Keep track of workflows, field mappings, and error-handling protocols. This ensures anyone on your team can quickly troubleshoot or iterate.
• Build Scalably
  • Avoid one-off solutions that can’t handle more data or additional endpoints. A single integration might be fine initially, but plan for 10 or 50.
• Test and Monitor Continuously
  • Integrations can break when APIs update or data schemas change. Ongoing logging, alerts, and performance metrics help you catch issues early.

9. The Future of SaaS Integration

1. AI-Powered Integrations
Generative AI will reshape how integrations are built, potentially automating much of the dev work to accelerate go-live times.

2. Verticalized Solutions
Industry-specific integration packs will make it even easier for specialized SaaS providers (e.g., healthcare, finance) to connect relevant tools in their niche.

3. Heightened Security and Privacy
As data regulations tighten worldwide, expect solutions that offer near-zero data storage (to reduce breach risk) and continuous compliance checks.

10. FAQ

Q1: What is the difference between SaaS integration and API integration?
They’re related but not identical. SaaS integration typically connects different cloud-based tools for data-sharing and workflow automation—often via APIs. However, “API integration” can also include on-prem systems or older apps that aren’t strictly SaaS.

Q2: Which SaaS integration platform should I choose for internal workflows?
If the goal is internal automation and quick no-code workflows, an iPaaS solution (like Zapier or Workato) is often enough. Evaluate cost, number of connectors, and ease of use.

Q3: How do I develop a SaaS integration strategy?

1. Define objectives (cost savings, time to market, user experience).
2. Map out which applications need to be connected first.
3. Decide on build vs buy.
4. Implement a pilot integration and measure results.
5. Iterate and scale.

Q4: What are the best SaaS integrations to start with?
Go for high-impact and low-complexity connectors—like CRM + marketing automation or HRMS + payroll. Solving these first yields immediate ROI.

Q5: How do I ensure security in SaaS integrations?
Use encrypted data transfer (HTTPS, TLS), store credentials securely (e.g., OAuth tokens), and partner with vendors that follow strict security and compliance standards (SOC 2 Type II, GDPR, etc.).

11. TL;DR

SaaS integration is the key to eliminating data silos, cutting down manual work, and offering exceptional user experiences. While building integrations in-house can suit a handful of simple workflows, scaling to dozens or hundreds of connectors often calls for third-party solutions—like iPaaS, embedded iPaaS, or unified API platforms.

A single, well-planned integration strategy can elevate your team’s productivity, delight customers, and set you apart in a crowded SaaS market. With careful planning, robust security, and ongoing monitoring, you’ll be ready to ride the next wave of SaaS innovation.

Get Started with Knit’s Unified API

If you need to build and manage customer-facing SaaS integrations at scale, Knit has you covered. With our unified API approach, you can connect to hundreds of popular SaaS tools in just one integration effort—backed by robust monitoring, a pass-through architecture for security, and real-time sync with a 99.99% SLA.

Ready to learn more?
Schedule a Demo with Knit or explore our Documentation to see how you can launch SaaS integrations faster than ever.

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In 2025, the SaaS market continues to see explosive growth, reshaping the business world significantly. Companies today rely on over 250 SaaS applications, with each department utilizing between 60 to 80 distinct tools. As the number of applications increases exponentially, companies face a pressing need for seamless integration. This growth underscores the critical role SaaS integrations play in enabling businesses to remain agile, efficient, and competitive.

What to look out for in the whitepaper

This paper on the State of SaaS Integration will help you understand the various facets of SaaS integrations and how it has been changing to adapt to the dynamic business needs in the market. It will focus on the following themes:

• SaaS integration: meaning and importance
• Overview of the traditional SaaS integration landscape
• Evolution of SaaS integration
• Rise of the Unified API
• 5 year SaaS integration market forecast
• Types and trends in SaaS integration
• Future of integrations with Unified API

Overall, this whitepaper will give you a comprehensive view about what to expect from the SaaS integration ecosystem, the trends to look out for and ways to leverage the advancements with iPaaS and embedded iPaaS to make product integration seamless and sustainable at scale. 

Who is it for?

Covering the diverse aspects of the SaaS integration landscape, this paper will serve as a comprehensive read for founders, executives, CTOs and leaders of SaaS startups and growing businesses. It is ideal for SaaS leaders who wish to understand the integration landscape and identify the best solutions to offer product integration functionalities for their customers without investing additional engineering efforts or time and cost intensive resources. 

If you are a SaaS leader, this paper will help you make an informed choice about selecting the right integration methodology or model to adopt. Additionally, it will help you gain knowledge about the different SaaS integrations that your customers might request for and how you can prepare for them in advance to gain a competitive edge. 

Why should you read this whitepaper?

This whitepaper is an all-encompassing guide if you seek to understand the SaaS integration market and how product integrations are likely to evolve in the coming years. It will help you gauge the latest integration trends and learn how you can ride the wave for better customer experience and new revenue streams without stretching your engineering teams. 

It will enable you to understand how you can offer native product integrations to your customers with no/low-code functionalities as the integration market is moving from traditional to iPaaS integration models. Furthermore, you can capture how the increase in number of applications used by different companies creates a new market you can capture by offering streamlined integrations with your SaaS product. 

The paper will also illustrate how the SaaS integration market is changing and the top integrations and use cases that companies are increasingly adopting. Overall, the paper will help you understand how to augment growth for your SaaS business with embedded iPaaS. 

What is SaaS integration?

Let’s start with a basic understanding of the SaaS integration ecosystem before we delve into the specifics. SaaS is essentially a software delivery mechanism where companies are able to use or access a particular software online, instead of its installation on a particular piece of hardware. Consequently, there might be several software or applications that a company uses to undertake its activities. While some of these might be other cloud based applications, some can even be on-premise. However, SaaS integration focuses on how to seamlessly connect the various applications that a company uses. 

There might be multiple reasons why companies prefer SaaS integrations. Right from facilitating data exchange between applications, to integrating workflows, to automating processes, SaaS integrations help companies facilitate greater efficiency and productivity.  Research shows that companies estimate that 70% of apps they use are SaaS-based, which will increase to 85% by 2025. As the number of SaaS applications under use by companies is increasing, the need for integrations to help these applications is also on the rise. While initially integrations were managed in-house by businesses, slowly, third party integrations platforms became the norm that companies started adopting. However, now the onus has come on SaaS businesses to pre-configure the requisite integrations that a company might need to ensure seamless connection, communication and exchange between applications in their native form. 

This broadly captures the evolution of SaaS integration and why it plays an important role for SaaS businesses today. The following sections will delve into detail how businesses have traditionally managed integrations, the changes that have been observed in the recent years and how embedded iPaaS has seen a growth in adoption and demand to facilitate native integration for SaaS applications. 

Why SaaS Integrations Matter More Than Ever

Initially, integrations were considered a convenience or optional feature. However, in 2025, robust SaaS integrations are recognized as essential, significantly impacting user experience, customer retention, and revenue generation. Gartner’s recent research highlights a 40% increase in user engagement for SaaS companies offering native integrations. Moreover, a Deloitte survey found 75% of business leaders agree that high-quality integrations significantly enhance business agility and facilitate growth.

Traditional SaaS integration landscape

In this section, we will focus on how companies have been traditionally integrating SaaS applications to facilitate greater communication and exchange. Over the years, as integrations increased in volume and scope, businesses have moved away from most of the traditional approaches to more robust and effective practices. While today integration between applications has become multi-way, earlier it was relatively simple with easy to understand use cases, including:

• HRMS and payroll integration to ensure that employee days off and other details are taken into consideration while creating payslips, compensation, benefits, etc. 
• CRM and email integration to automate customer communication based on specific account linked milestones at a regular frequency
• CRM and web analytics integration for personalized communication and better lead generation

With these use cases in mind, let’s look at some of the ways in which companies traditionally achieved integrations, specifically around the preferences and methodology. 

1. API based integration

Almost all SaaS applications that hit the market come with APIs or Application Programming Interfaces that are open for third parties to connect with their products. While this helps the SaaS business significantly by ensuring that the burden of integrations is borne by the end customer or other third parties like MSPs, etc., however, the quality of integrations become vulnerable to quality compromise. 

At the same time, every time the SaaS vendor updates the API, customers need to update the same to keep pace with any changes. At the same time, not all APIs are compatible with different types of applications, which makes the integration process complicated. 

2. SOA based integration

The next way followed for traditional integration is SOA or service oriented architecture. Essentially, SOA makes software components reusable and interoperable via service interfaces, which follow an architectural plan that can quickly be incorporated into new systems or applications. However, the implementation of SOA based integration is highly time consuming and cost intensive with excessive training and maintenance costs and the need to hire SaaS application specific SOA specialists. 

3. Custom integration development

The next way to support integrations was for SaaS businesses to build custom native integrations for their customers from scratch. On the face of it, this seemed to be very effective where each integration could be offered natively within the SaaS application for customers to use. Such SaaS companies generally built point-to-point integration for each third party application that they sought to integrate.

Undoubtedly, this resulted in superior quality integrations, high levels of security and a pleasant customer experience where the product quality control remained with the SaaS vendor. However, as the scale of integration demand by customers increased, custom building of native integrations from scratch started becoming unsustainable. Most SaaS businesses felt that this required diversion of engineering efforts from core product development. 

While developing integrations was one part, maintaining and constantly improving it served as another cost and time intensive activity. Invariably, engineering teams were conflicted in prioritizing product versus integration improvements. This traditional form of integration is good when the scale is lower, but becomes too unwieldy as the number of integrations increases. With each integration being custom built takes 2 weeks to 3 months, the average cost stands at USD 10K, illustrating the cost intensive nature of custom integrations. 

4. Middleware

Another integration methodology used traditionally is leveraging middleware. Primarily, middleware is a software system that helps companies integrate or link two separate applications. It is also used by businesses as a unified interface for ease of development. It can help businesses connect and integrate applications using different protocols or technologies, managing data exchange, transformation, security, etc. 

However, like other traditional integration methodologies, middleware may also require additional engineering expertise and resources to ensure smooth functioning. Integration middleware has limited capabilities when it comes to cloud-to-cloud integration. At the same time, the flexibility for data source access is limited and it fails to deliver an efficient queuing capability. 

New integration technologies

The last few years have seen a rapid increase in the number of integrations an average business uses. Some of the top SaaS companies use 2000+ integrations, while on an average businesses use 350 integrations to support their customer requirements and facilitate better business results. With such an exponential increase in the scale of integrations being used, leveraging traditional integration methodologies became unsustainable and unfeasible for both SaaS vendors and their customers. 

On one hand, most of the traditional ways or preferences of integration were highly time consuming and cost intensive which made maintaining them at scale highly uneconomical, with a negative impact on the ROI that was initially envisioned. On the other hand, developing and maintaining integrations traditionally required exceptional talent and engineering expertise in house. Engineering teams focusing on increasing integrations led to a diversion of focus from core product functionalities to integration development and maintenance. 

Therefore, companies today are looking for integration methodologies and preferences which are low/ no code and require very little engineering expertise, which are resource-lite and easy to implement and which can provide a native application experience. 

Let’s look at some of the new integration technologies that are increasingly being adopted by SaaS companies:

1. Integration platforms

With major challenges of requirements of in-house resources to manage integrations traditionally, companies and SaaS vendors started moving towards integration platforms or tools to build and publish integrations. These platforms brought a disruption in the space by offering connectivity to numerous SaaS applications where SaaS businesses could simply publish their application and instantly get access to diverse integrations. 

2. iPaaS

The next integration technology that is seeing rapid adoption is iPaaS or integration platform as a service. iPaaS comes with pre-built connectors, rules and maps that help businesses seamlessly integrate the different applications they are using. iPaaS typically hosts the infrastructure data for integration along with the tools and to build and manage integrations, from within the cloud. It helps businesses easily integrate SaaS/ cloud based and on-premise applications along with a provision to create custom connectors in case the use cases extend beyond the market trends. 

It is able to manage high volumes of data coming in from a large number of integrations, handle complexities of integrations to facilitate data exchange, workflow automation and much more. iPaaS comes in the form of an out-of-box tool which can quickly be built into integration workflows with little or no technical expertise. Supporting real-time data exchange, iPaaS enables companies to almost instantly connect their applications, business processes, data, users, etc. to ensure better performance and output. Better connectivity, lower costs and seamless scalability to add more integrations as business grows, are some of top reasons why companies are leveraging iPaaS technology for integration. The iPaaS market is expected to grow exponentially and generate $9 billion in revenue by 2025, illustrating its adoption scale in the coming years. 

3. Embedded iPaaS

The recent time has seen the rise of a new form or evolution in iPaaS itself, with embedded iPaaS. While iPaaS conventionally is deployed by businesses using different SaaS solutions and integrations, embedded iPaaS is built directly into the software or SaaS solution. Here, the onus of ensuring seamless integrations lies with the SaaS vendor. Essentially, embedded iPaaS allows B2B SaaS companies to embed integrations into their product as a white-labeled solution. 

Like conventional iPaaS, embedded iPaaS also comes with pre-built connectors where companies can maintain their own UI/UX. Interestingly, since the integrations are pre built as a white-labeled offering, they provide a native experience and can be customized as per the requirement of the SaaS product. 

Evolution of SaaS integrations

From building integrations in-house to deploying embedded iPaaS, SaaS companies have come a long way in their integration journey. There are several factors behind this evolution, ranging from a shift in mindset to changing business and financial priorities. 

Overall, there has been a mindset shift away from using custom integrations built in-house on relying on platforms that may not give a native integration experience. Some of the top reasons governing this shift include:

• 70% of digital transformation projects fail due to lack of integration quality
• 45% digital leaders believe poor integration is the second main barrier to the effective application of digital technology
• $250,000 to $500,000 is the average cost to a business due to poor integrations 

Thus, SaaS companies wish to get a native integration experience without putting burden on the internal team’s engineering bandwidth, where the cost of development of each integration can run into 1000s of dollars. Furthermore, SaaS companies have realized that different platforms that need to be integrated can have different models and protocols for data, or the way in which they store and share data. Traditional APIs don’t take this into consideration. Therefore, even the presence of APIs is not of much help. 

Another mindset shift has been observed regarding the maintenance of integrations in-house. Managing integrations requires the ability to constantly monitor and track as well as instantly resolve integration issues. When integrations are limited, this is possible, however, with scale in volume, SaaS businesses are finding this task difficult and unwieldy. 

Rise of the Unified API

The evolution of SaaS integration has led to an increased importance towards API or application performance interface. As mentioned above, APIs act as a messenger to help organizations facilitate interaction between data, applications and systems, in other words, help SaaS integration. Increasingly, businesses are seeing APIs as a way of focusing more on product differentiation and less on building integration capabilities in-house. While APIs have been around for long, they themselves have undergone evolution to give rise to an API economy. This has led to what we now call API first products and greater importance towards Unified API. Let’s first understand what exactly a unified API is. 

Decoding unified API

Essentially, each SaaS product comes with its unique API, an end point which enables users to integrate the application with other applications and systems. For a long time, businesses have been dealing with each API separately, however, the data models, nuances and protocols for each can be different, making it difficult for businesses to leverage the end points for integrating them with other applications. SaaS application APIs can come in the form of REST, Webhooks, GraphHQL, etc. Thus, APIs add a layer of abstraction that allows applications to communicate and integrate with one another. With immense potential, APIs have seen tremendous growth, where over 90% of developers use APIs. Furthermore, 69% work with third party APIs - highlighting that a significant percentage of developers work on integrating external products and services into their own.

While extremely useful, differences in APIs can make it extremely hard at times for developers to research them and streamline integrations. Research shows that developers spend 30% of their time coding APIs. Thus, developers have seen the rise of a new breed, called Unified or Universal APIs. Put simply, Unified API combines the APIs from different SaaS applications in the form of an additional abstraction layer to help integrate all applications with a single API which gives business access to all endpoints. This significantly reduces the engineering efforts as companies only have to facilitate integration once and not research and integrate with each API endpoint separately. Invariably, as more applications open up their end points, a unified API becomes even more important to aggregate integrations strategically. 

Let’s take a small example here. For instance, a business wants to integrate its CRM and HRMS, however, the data models for each are different. A unified API will aggregate and normalize the APIs into a common data model which the company can use to integrate all applications, without having to hard code integrations with each API end point. The company no longer has to understand different APIs and can streamline integrations with a one time effort. 

Benefits of unified API

There are several benefits that unified API bring along for SaaS companies that are rapidly increasing their integration volume, including:

• Faster time to market as developers don’t have to research and build on API end point for every new application that is added. This can save up to 3-6 months of development and engineering time. 
• Reduced cost as building each integration in-house can cost an average of USD 10K, a cost which is largely borne by a unified API provider. It also reduces the developer effort to research on different API and integrations. 
• Reduced need for data storage as managing integrations in-house with different APIs requires storage management for placing data that is exchanged between systems. Unified APIs take that friction out as well. 
• Normalization of data into a single data model which is easy to understand. Since different SaaS applications can have different authentication, schemas and protocols, unified API ensures that ultimately the company stakeholders have to remember a single data model or schema. 

By bringing integrations to a single end point, a unified API is truly revolutionizing the way applications integrate with one another, paving the way for seamless and streamlined communication and exchange of data between them. 

Comprehensive Market Forecast (2025)

By 2025, the SaaS integration market is projected to experience explosive growth, driven by the accelerated digital transformation initiatives undertaken by businesses worldwide. According to a MarketsandMarkets report, the global SaaS integration market is set to surpass $15 billion in annual revenue by 2025, reflecting a steady Compound Annual Growth Rate (CAGR) exceeding 20% since 2020. This expansion coincides with the surge in cloud adoption across various industries, propelled by remote and hybrid workforces, as well as the growing reliance on data-driven decision-making.

Driving Factors for Expansion

1. Rising SaaS Adoption:
   The average company now uses over 250 SaaS applications, a figure that has increased from roughly 200 in 2023. With each new tool, businesses seek ways to seamlessly integrate and unify their data, fostering increased demand for scalable solutions like embedded iPaaS and Unified APIs.
2. Focus on Operational Efficiency:
   As more organizations rely on automation and real-time data analysis, the need for low-code or no-code integration platforms has surged. These user-friendly platforms reduce the burden on engineering teams and expedite deployment timelines, thereby improving operational efficiency.
3. Increased Investment in Integration Infrastructure:
   Deloitte’s 2025 Technology Landscape Survey indicates that 70% of CIOs plan to allocate a larger share of their IT budgets to integration-focused projects over the next two years. The rationale stems from the tangible ROI companies see in faster product roadmaps and improved customer retention.
4. Emergence of New Integration Categories:
   While HRMS, CRM, eCommerce, and accounting integrations remain crucial, additional categories—such as analytics, machine learning, and IoT—are becoming increasingly relevant. This widens the scope of SaaS integrations, attracting more solution providers into the market.

Unified APIs and Embedded iPaaS: Cornerstones of Market Growth

Gartner forecasts that by the end of 2025, 90% of enterprises will leverage either a Unified API or embedded iPaaS solution to manage their cloud integrations, up from around 60% in 2023. The popularity of these platforms stems from:

• Reduced Development Costs:
  Building and maintaining multiple custom integrations can cost companies thousands of dollars each, which is unsustainable at scale. Unified APIs and embedded iPaaS offer pre-built connectors and standard data models, saving both time and money.
• Streamlined Maintenance and Upgrades:
  As SaaS vendors update their systems, centralized integration platforms handle versioning and compatibility requirements, preventing the cascading maintenance issues that often arise with traditional point-to-point integrations.
• Growing Developer Ecosystem:
  The emergence of robust documentation, community-driven forums, and specialized developer tools around Unified APIs lowers the barrier to entry for building integrations. This trend further fuels the market by making integration development more accessible.

Looking Ahead to 2030

While 2025 represents a critical milestone, industry experts anticipate continued momentum in SaaS integrations well into the latter half of the decade. MarketsandMarkets projects the SaaS integration market to approach $25 billion by 2030, driven by:

• Multi-Cloud Environments:
  Larger enterprises increasingly spread workloads across multiple cloud providers (e.g., AWS, Azure, Google Cloud), demanding highly flexible integration mechanisms.
• AI-Enhanced Integration:
  Integration platforms are expected to incorporate advanced machine learning algorithms for proactive error detection, performance optimization, and predictive maintenance of integration workflows.
• Industry-Specific Solutions:
  As vertical SaaS (V-SaaS) gains traction—serving specialized sectors like healthcare, finance, or manufacturing—demand will rise for tailored integration platforms catering to compliance, data governance, and domain-specific needs.

All these indicators suggest that the future of SaaS integration is poised for remarkable expansion, with Unified APIs, embedded iPaaS, and other agile technologies set to dominate the ecosystem in the years to come.

Types of SaaS integrations and trends

As we move ahead in our discussion on SaaS integrations, it is important to understand the types of integrations that businesses have and which are often considered integral for growth. While there might be several products that a business might use, there are specific segments which are likely to have more than one product that a business uses to achieve its goals. Below, we have captured 4 types of SaaS integrations that are predominantly used by B2B and B2C companies. 

1. HRMS

The first major integration segment that requires attention is HRMS or human resource management system. There are several software that any HR team within a company uses to manage its people operations. Right from application tracking and onboarding to exit interviews and final paperwork, there are several steps in the HR lifecycle that companies you SaaS applications for. Some of the HRMS integrations that companies need include:

• ATS software to manage job posting, candidate interview management, and other steps of the hiring process
• Attendance software to keep a track of the attendance and days off for employees as well as to tracking working hours
• Payroll management to create salary slips for employees and adjust increments, bonuses or deductions based on different parameters

These and other software form a part of the overall HRMS that businesses use. However, integration within them is extremely critical. For instance, payroll software will need to be integrated with attendance to ensure accurate creation of salary slips. Similarly, ATS must be integrated with others to ensure that data of newly on boarded employees is captured. 

However, each software can have its own syntax and schema, like emp_id versus employee ID, making data exchange difficult unless the APIs can be synched. Therefore, a universal or unified API can ensure that the stakeholder only has to understand one data model or schema, making communication between these extremely easy. 

2. CRM

CRM or customer relationship management software are used by businesses to keep a track of and service/ engage potential and existing customers to keep the business going. Irrespective of whether you are targeting a product on marketing or operations, CRM integration will be instrumental for a good customer experience. However, as there are multiple touchpoints of customer experience, there are several CRM that any business is likely to use in a complementary manner. The top CRM APIs that are available today for integrations include:

• Sales CRM which streamline the entire sales journey for a customer right from pitching to conversion. E.g. Salesforce or Freshworks
• Marketing CRM which takes care of all communication and marketing that takes place and manages campaigns that a company runs. E.g. Hubspot or Mailchimp
• Customer success CRM which focuses on ensuring that customer queries, grievances and other requests are addressed seamlessly. E.g. Zendesk

CRM integration essentially involves ensuring that data and other information is able to move smoothly between the different types of CRM that a company uses along with other applications. 

For instance, customer information and trends from marketing CRM and insights from sales CRM can be integrated and used by platforms like Facebook and LinkedIn to personalize content or advertisements.   

However, since the terminology, nuances and data models for each of these CRM can vary significantly, especially because most fields in any CRM are customizable, the APIs might not be easily compatible with one another. A unified CRM API can help businesses integrate the different APIs they need seamlessly with an end point which internally provides access to all the end points. Fortunately, the company needs to remember only one data model and schema. 

3. eCommerce

When it comes to e-commerce, a business has three major end points it might need to integrate with. While e-commerce platforms and marketplaces are the primary ones, accounting and payment processors need to be integrated as well for smooth functioning. Thus, for e-commerce integration, the following need to be taken into account:

• E-commerce data from platforms like Shopify, Amazon or any other marketplace that might be under use. This data generally comes in the form of orders, inventory, customer insights, etc. 
• Accounting data which generally comes from accounting software like Quickbooks, focusing on invoices, balance sheets, budgets, etc.
• Payments data from third party payment platforms which focus on how much payment has been made, transaction amounts, balances, etc. 

E-commerce integrations are integral for any company that uses data from e-commerce platforms. They can build integrations with the different end points for the critical data required and ensure smooth business transactions. 

For instance, FinTech companies can take data from e-commerce platforms to understand customer behavior and thus, tailor their solutions which align well with payment limits and appetite for their customers. 

4. Accounting

Within accounting, like other segments we have discussed, there are several facets at play. Different accounting software can have diverse objectives and goals that they help a business achieve. As a SaaS business provider, your customers are likely to use different accounting software for different purposes and it is important to ensure that you are able to provide integrations for all. Some of the top accounting integrations need can come in the form of:

• Recording purchases and expenses using software like Quickbooks, which ensure automated inputs
• Billing platforms to automate creation of bills and presentation of accurate invoices to customers by taking into account all important billing parameters
• Managing internal finances to keep a track of the spending appetite of the company and ensure alignment with the budget

Accounting integration will help you ensure that you are able to address the accounting and finance software needs of your customer by integrating key accounting software that your customers and prospects use with your core offering. 

SaaS integrations: Use cases and best practices

So far, we have talked about the evolution of SaaS integrations and the types of integrations that businesses are using. Let’s now look at some of the real life examples and use cases of SaaS integrations, business sentiment on the future of SaaS integrations and preferences for businesses to find the right one. 

While almost every SaaS business uses different integrations, here are a few examples that have been using integrations for success:

1. Slack

With over 2400 SaaS integrations, Slack is one of the top examples of companies leveraging the power of integrations. It offers integrations in the space of communication, analytics, HR, marketing, office management, finance, productivity, etc. which it offers to its customers to use so they do not have to leave Slack to use any other application they may need. Customers can leverage zero context switching and ensure seamless data exchange.Slack has 10 million daily users and 43% of Fortune 100 businesses pay to use Slack, and a lot of credit for this growth goes to early integration inroads. 

2. Atlassian

Atlassian offers 2000+ integrations across CRM, productivity tools, project management and much more. It offers APIs to enable teams to connect with third party applications as well as customize workflow. Atlassian’s annual revenue for 2022 was $2.803B, a 34.16% increase from 2021, with integrations playing a major role. 

3. Shopify

With 5800+ integrations, Shopify is another example of how a business is growing with SaaS integrations. It offers varied integrations across marketing and SEO, mobile app support with custom website templates and analytics. 

Will integrations continue to grow?

Will integrations continue to grow is a pertinent question among businesses which are weighing the benefits and costs of investing in integration platforms, unified APIs, etc. Invariably, the answer is yes. The rationale is very simple. Research shows that SaaS businesses are bound to see exponential growth in the coming years. 

• SaaS market size is expected to hit $716.52 billion by 2028
• Businesses that use an average of 212 SaaS apps are 93% powered on SaaS software
• The overall spend per company on SaaS products is up by 50%
• 30.4% of respondents claimed to spend more on SaaS due to the pandemic

These data points clearly indicate that the SaaS market will continue to grow at an accelerated pace for the next half a decade at least. As the SaaS market and businesses grow, it is natural to expect that the number of applications that any business will use will also see a rapid upward curve. Industry sentiment illustrates that 

• SaaS applications make up 70% of total company software use
• By 2024, the cloud application market value will reach $168.6 billion
• By 2025, 85% of business apps will be SaaS-based

Thus, as the adoption of SaaS applications will increase, businesses are likely to see growth in integrations to ensure centralized management of the diverse applications they use. With integrations, synchronization and exchange of data between the various applications can become unwieldy and difficult to manage. By 2026, 50% of organizations using multiple SaaS applications will centralize management, according to a study. Integrations will play a major role in scalability and agility for any business as stated above, according to a study by Deloitte. Therefore, a large portfolio of integrations with centralized management, for instance, with a unified API will be a key enabler in business growth in the years to come.  

Selecting the right integration partner

Now that it is well established that integrations are here to stay and businesses will require additional support to facilitate their deployment and maintenance, it is important to understand the best practices to select the right integration partner. While there are several aspects to be kept in mind some of the top ones include:

Capability

To facilitate seamless integration, you must ensure that the integration platform you choose comes with sufficient pre-built connectors and out-of-the-box functionalities. This will help you integrate common applications that you need. However, you will also need some custom connectors in the form of specific webhooks or APIs to facilitate customer connectivity. In addition, since the focus is on volume and scale, the option for bulk data processing and data mapping is very important. 

Security

When it comes to an integration platform, security is of paramount importance. As a platform which is helping you exchange critical and sensitive data from one application to another, it is important that the security posture of the platform is robust and resilient. Security measures like risk based security, data encryption at rest/ in transit, least privilege security, continuous logging and access controls, etc. must be present to ensure that your business is not vulnerable to any security threats or data breaches. 

Scalability

One of the major reasons for introducing an integration platform for your SaaS business is to be able to manage data exchange between a vast portfolio of applications that you might be using. Chances are that you will keep adding a few applications to the ecosystem every week and your integration platform must be able to manage the scale of integrations that come along. On the one hand, there will be a scale in the number of applications and the complexities associated with it. On the other hand, there will also be an increase in the data that flows through it, which comes with its own protocols, data models, nuances, which need to be normalized and shared across applications. Thus, the platform must ensure that it is able to maintain the speed of integration without hampering the quality or continuity for your business. 

Coverage

The end points for each application will be varied, and so will be the protocols. For instance, protocols could include HTTP, FTP, and SFTP, and there can be different data formats, such as XML, CSV, and JSON. At the same time, if you are leveraging API based integration, there can be diverse formats including REST, SOAP, GraphQL, etc. Thus, it is very important that your integration platform offers a wide coverage to incorporate the different types of protocols, data models and APIs that you are using or are likely to use. 

Pricing

Finally, pricing will be a major deciding factor when it comes selecting your integration partner. You need to make sure that the cost of the integration platform doesn’t exceed what you might be spending in creating and maintaining integrations in-house. Take into account the developers time and cost that you might spend in development and maintenance of integrations and subset it against the integration platform cost. This way you will be able to gauge the ROI of the platform. 

Unified API: Future of SaaS integrations

As we draw this discussion to a close, it is evident that SaaS integrations are here to stay and businesses need to identify the right way or approach with which they can ensure seamless integrations and data exchange between different applications. While there are multiple models or approaches that can be adopted including, iPaaS, embedded iPaaS, one approach that stands out today is Unified API. 

As the data connections across businesses increase, a unified API can help aggregate all of them for seamless connectivity. A unified API will help you add integrations without any effort or friction. While faster time to market, reduced costs, greater operational efficiencies are some of the top reasons for the growth of Unified API, there are some other benefits as well. For instance, a unified API brings along higher coverage with options to integrate applications with a diverse set of APIs including REST, SOAP, GraphQL, etc. At the same time, since it enables your customers to integrate faster with their other solutions, making their business easy, you can charge a premium for some services, giving you a new monetization model for increased revenue. 

Finally, a unified API ensures consistency for the overall integration ecosystem. It provides a single access point for all integrations and is mostly built on REST API, which is relatively an easier architecture. Second, the authentication is also unified. Third, it facilitates normalization and standardization of data from different datasets and models for simplified mapping. Finally, it ensures consistency for pagination and filtering. 

Thus, unified API will transform the SaaS integration landscape for the years to come and businesses who ride the wave now will find themselves ahead in the SaaS business race.  

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One of the biggest blockers to SaaS product development is scaling integrations. Yet, without relevant and popular integrations no SaaS business can struggle to close more deals. SaaS integrations can play a major role in accelerating data exchange and improving customer and employee experience leading to business growth. SaaS integrations facilitate scalability and even has the potential to add more revenue. 

What are SaaS integrations?

Let’s dive straight into what integrations are. As a developer, there are several software functionalities that you may want to offer. You can incorporate such functionalities within your application via ‘INTEGRATIONS’.  

Integrations connect different applications via their API or Application Programming Interface. This enables the applications to exchange data and communicate. Thus, integrations can help you provide a holistic technology solution for your customers. Here, everything works as a unified interface. For instance, if you have a SaaS solution for employee engagement, you can use an integration to help your customers directly capture key engagement data into a CRM they are using.

Importance of integrations for SaaS businesses

When it comes to developers, especially for SaaS businesses, integrations are important. There are several benefits of integrations for technical readiness and business impact, including:

1. Product enhancement with customer intel with integration use 

When you use different integrations, you receive important data about your customers. You may not be able to capture the same without the said integration. 

For instance, if you have a chatbot integration and you see your customers spending a great amount of time engaging with the same, you may want to add this software functionality to your core offering. This will help you enhance the value of your product for your customer. You will be able to achieve better experience and stickiness. 

2. Better customer experience: Leading to faster acquisition and retention

Customers today no longer wish to toggle from one platform to another. They don’t want to manually carry their data. Integrations have a tangible impact on customer experience. They allow customers to address all their requirements from a unified platform. Thus, all their important data has one melting point. 

Such a unified interface will help you keep your existing customers, and also help you get new ones. This will help you achieve higher market penetration at a lower cost.

3. Increased engagement/ greater use time with users

When you have many integrations, chances are higher that your customers will engage with your application more than if you have no integrations. Having integration with trigger notification reduces the need to switch apps and makes customers spend more time on your tool. 

This increased time spent by customers can be vital for you to gauge consumer behavior. With this, you can create new functionalities to improve the user interface and user experience for your customers. 

4. New source of revenue: Upgrade potential

Adding more integrations can help you create new business models and unlock new sources of revenue. 

While you can offer some integrations in your base pricing model, there can be others which you can offer in a tiered pricing strategy. Here, your customers will need to upgrade their package or subscription to the next tier. This will enable you to get more revenue for the integrations you are offering. 

Furthermore, if you have integrations that need in-app purchases or payments that you can route through your app, creating another revenue opportunity for you. If you are facilitating sales for any integrated application/ software, you are eligible for commissions. This is another business model worth exploring, besides generating revenue for your application. 

API integrations Vs No-code/ workflow tools for integrations

API integrations

API integrations are integrations which are built in-house to provide for data exchange with other third party softwares. 

Pros of API integrations

• Own a part of the code for the integration
• Make customizations as and when needed
• Ensure all working parts of different applications work well for you

When to use API integrations?

Choose API integrations if you:

• Want to keep a part of the code for your control 
• Have a robust team of developers in-house 
• Need customizations for a better customer experience. 

No-code/ workflow tools

No-code or workflow tools are less resource and effort intensive and cost effective. They are becoming sought after by citizen developers.

Pros and cons of no-code/workflow tools

• Get a drag and drop solution for integrations
• No need to work on the backend codebase
• Add integrations at lower developmental costs

When to use no-code/workflow tools?

Choose no-code/workflow tools is you:

• Have limited technical capabilities with many priorities in the product development roadmap
• Don’t want to invest in maintenance and other efforts 
• Wish to only focus on your product functionalities
• Want to add integrations to your solution and go to market within days. 

Challenges to SaaS integrations

Integrations seem to be one of the most important prerequisites for businesses today. But, many SaaS companies struggle with the following challenges when it comes to integrations:

1. Effort of doing integrations in-house 

First, achieving SaaS integrations in-house can be expensive, time consuming and resource heavy. There are strategies like ETL (extract, transform, and load) for SaaS integrations. But, they need high levels of training and technical expertise. 

Second, in-house integrations also need optimized data transformation. This helps ensure data communication between applications is at the right place at the right time. Achieving this level of accuracy is time and cost intensive.

Finally, implementation of integrations in-house comes with its set of security challenges. Multi-layer security controls are also important, which may be difficult to ensure in-house. 

To understand the ROI and compare the cost of building and managing integrations in-house vs using an API aggregator like Knit, read our in-depth guide on Build vs Buy

2. Maintenance cost and effort of integrations

As a developer, you would agree that technology is changing at a fast pace. Thus, integration deployment is an ongoing process. With technology and business priorities changing, you may need new integrations frequently. At the same time, the maintenance costs of integrations can be quite high. This is to ensure they run smoothly and are bug free. 

Besides building new integrations, some existing ones might need to be re-implemented. You may also need to change some integrations with other products in the same segment.  

Wrapping up: TL DR

To sum it up, it is evident that integrations can help a SaaS business in many ways. Here are some of the top reasons why you should consider integrations from a technology lens:

• Close more deals
• Greater innovation with customer insights from third party applications
• Reduction in errors which may result due to manual communication of data

Integrations can help you deliver the best products to your customers. This comes without extra burden on new code development on you or your IT team. You can use dedicated integration platforms (iPaaS) to facilitate the following —

• Shorter development cycle leading to faster time to market 
• Lower costs of achieving goals in product development roadmap
• Easier codebase focusing only on product core functionalities
• Increase in development productivity and efficiency

Any SaaS company on an average uses 350+ integrations. While SaaS unicorns use 2000+ integrations, a new startup also uses 15+ integrations on average. What is common to all SaaS companies is the increasing number of integrations they are using. To facilitate a faster time to market and increased data/ information exchange, quality SaaS integrations have become a go-to for almost all businesses. 

However, when it comes to building, deploying and maintaining SaaS integrations, companies tend to get overwhelmed by the costs involved, engineering expertise needed, security concerns, among others. 

Invariably, there are one of two paths that businesses can explore, either building integrations in house or buying them/ outsourcing the process to a third-party platform. In this article, we will uncover:

• Top two approaches to SaaS integration
• Build vs Buy for SaaS integrations: Key considerations
• Which one to choose
• Unified API as a solution for SaaS integrations

If you are interested to learn more about the types, trends, and forecast of SaaS integrations, read our State of SaaS integration: 2025 report

Which integration stage are you at?

Before we discuss the pros and cons of the two parallel ways of achieving integration success, it is important to understand which integration stage you are at. Put simply, each integration stage has its own requirements and challenges and, thus, your integration approach should focus on addressing the same. 

Stage I: Getting started

It is the first stage, you are in the launch phase where you are all set to go live with your product. However, currently, you don’t have any integration capabilities. While your product might be ripe for integration with other applications, the process to facilitate the same is not yet implemented. 

This might lead to a situation where your customers are apprehensive about trying your product as they are unable to integrate their data, and may even see it as underdeveloped and not market-ready. 

At this stage, your integration requirements are:

• Low cost integration deployment and maintenance
• Prevention of diversion of focus from core product enhancement for your internal engineering team
• Ability to quickly and easily integrate with different applications and systems to drive adoption of your product

Stage II: Scale up

In the second stage, your product has been in the market for sometime and you have managed to deploy some basic integrations that you have built in-house. 

Now your goal is to scale your product, ensure deeper market penetration and customer acquisition. However, this comes with an increased customer demand of deploying more complex integrations as well as the need to facilitate greater volume of data exchange. Without more integrations, you will find yourself unable to scale your business operations. 

For scale up, your integration requirements are:

• Facilitating new customer acquisition and preventing business revenue loss with streamlined integration experience 
• Accelerated integration addition and implementation to keep pace with customer demand
• Real-time integration support for customers queries to prevent any delays 
• Ability to maintain and manage integrations, error handling, troubleshooting etc. for a seamless experience 

Stage III: Sustain and grow

In the third stage, you have established yourself as a credible SaaS company in your industry, who provides a large suite of integrations for your customers. 

Your goal now is to sustain and grow your position in the market by adding sophisticated integrations that can drive digital transformation and even lead to monetization opportunities for your business. 

This stage has its own unique integration requirements, including:

• Comprehensive integration support without additional costs for maintenance and management
• Increase in integration coverage across different APIs and new-age integrations
• Monetization of integrations by offering them as exclusive features at a premium to add business value for customers
• Preventing costs of adding incremental updates and API changes for smooth functioning

Overall, across all the three stages, while the requirements change, the expectations from integrations revolve around being cost effective, easy maintenance and management without draining resources, supporting the large integration ecosystem and ultimately creating a seamless customer experience. 

Therefore, your integration strategy must focus on customer success and there are two major ways you can go about the same. 

Two modes of SaaS integration: Build vs Buy

Irrespective of which integration stage you are at, you can choose between building or buying. Put simply, you can either build integrations in-house or you can partner with an external or third party player and buy integrations. 

• Building integrations in-house will give you end-to-end control and the option to customize each functionality to give a very native feeling. This is ideal if you have to add only a couple of integrations, which your engineering team can manage along with core product development. 
• However, buying or outsourcing integration development and management enables you to scale at speed and makes the process more cost efficient, resource lite and faster. Companies that prefer buying integrations believe that their developers should solely focus on product development and the supplementary efforts for integrations should be outsourced. 

The integration development process

If you are using SaaS integrations, you are likely to rely on APIs to facilitate data connectivity. This is the case whether you build it in-house or outsource the process. From a macro lens, it looks like a streamlined process where you connect different APIs, and integrations are done. However, on a granular level, the process is a little more complex, time consuming and resource intensive. 

Here is a snapshot of what goes into the API based integration development:

1. Get publicly available APIs or build them in-house 

The first step is to gauge whether or not the full version of the API is publicly available for use. If it is, you are safe, if not, you have to put in manual effort and engineering time to build and deploy a mechanism like a CSV importer for file transfer, which may be prone to security risks and errors. 

2. Access to comprehensive documentation

Next, it is important to go through the documentation that comes along with the API to ensure that all aspects required for integration are taken care of. In case the API data importer has been built in-house, documentation for the same also needs to be prepared. 

3. API alignment with product use case

Furthermore, it is vital to ensure that the API available aligns and complies with the use case required for your product. In case it doesn’t, there needs to be a conversation and deliberation with the native application company to sail through. 

4. Legal/ compliance requirements for data access

Finally, you need to ensure that all legal or compliance requirements are adhered to revolving around data access and transfer from their API, through some partnership or something along those lines. 

Should you build SaaS integrations in-house? 

Now that you have a basic understanding of the requirements of the integration development process, answer the following questions to gauge what makes more sense, building integrations in-house or outsourcing them. 

#Q1. How many integrations do you have?

Start by taking a stock of how many integrations you have or need as a part of your product roadmap. Considering that you will have varied customers with diverse needs and requirements, you will need multiple integrations, even within the same software category. 

For instance, some of your customers might use Salesforce CRM and others might use Zoho. However, as a SaaS provider, you need to offer integrations with both. And, this is just the top of the iceberg. Within each category, there can be 1000s of integrations like in HRIS with several vertical categories to  address. 

Thus, you need to gauge if it is feasible for you to build so many integrations in-house without compromising on other priorities.

#Q2. Do you have domain expertise with the concerned integrations?

Second, it is quite possible that your engineering team and others have expertise only in your area of operation and not specific experience or comprehensive knowledge about the integrations that you seek. 

For instance, if you are working with HRIS integrations, chances are your team members don’t understand or are very comfortable with the terminologies or the language of data models being used. 

With limited knowledge, data mapping across fields for exchange can become difficult and as integrations become more sophisticated, the overall process will get more complex. 

#Q3. When do you want to roll out the integrations?

Next, you need to understand what is your timeline for rolling out your product with the required integrations. 

A single integration can take up to 3 months to build from planning, design and deployment to implementation and testing. Thus, you need to ask yourself if this duration sits well with your go-to-market timeline. 

At the same time, you need to consider the impact any such delay due to integration might have on your market penetration and customer acquisition vis-a-vis your competitors. Therefore, building integrations in-house which are too time consuming can also add an opportunity cost. 

#Q4. Have you calculated the costs associated?

Undoubtedly, one is the opportunity cost that we have discussed above, which might result from any delays in going live due to delay in building integrations. However, there are direct costs of building and maintaining the integrations. 

Based on calculations of time taken for building integrations and factoring in the compensation for developers, each integration can cost on an average 10K USD. At the same time, you lose out on the productivity that your engineering time might have spent on accelerating your product roadmap timeline. 

It is important to do a cost benefit analysis as to how much of business value in terms of your core product you might need to give up in order to build integrations. 

#Q5. Do you have enough resources?

This is a classic dilemma that you might face. If you are building integrations in-house, you need to have enough engineering resources to work on building and maintaining the integrations. Invariably, overall, there has been a shortage of software development resources as reported by many companies. Even if you have enough resources, do you think diverting them to build integrations is the most efficient use of their time and effort? 

• On one hand, this could result in a delay or hamper your product core functionalities. 
• On the other hand, your developers might not even be interested in working on something that doesn’t contribute to the core product. 

Therefore, you are likely to face a resource challenge and you must deploy them in the most productive manner. 

#Q6. Have you considered security and authentication?

A key parameter for API integration is authentication to ensure that there is no unauthorized access of data or information via the API. If you build integrations in-house, managing data authorization/ authentication and compliance can be a complicated process. 

While generally, integrations are formed on OAuth with access tokens for data exchange. However, other measures like BasicAuth with encoded username, OAuth 2.0 with access using third-party platforms and private API keys are also being used. 

At the same time, even one SaaS application can require multiple access tokens across the platform, resulting in a plethora of access tokens for multiple applications. You need to gauge if your teams and platforms are ready to manage such authentication measures. 

#Q7: What about data normalization and mapping?

Once your integration is ready, the next stage of data exchange comes to life. While deciding whether to build integrations or buy them, you need to think about how you will standardize or normalize the data you receive from various applications to make sure everyone understands it. For instance, some applications might have one syntax for employee ID, while others might use it as emp ID. There are also factors like filling missing fields or understanding the underlying meaning of data.

Normalizing data between two applications in itself can be daunting, and when several applications are at play, it becomes more challenging. 

#Q8. Have you considered the management and maintenance required?

An integral role that you take up when building integrations in-house is their management and maintenance which has several layers. 

• First, you need to constantly refresh the data to ensure that any fresh data in one application is automatically synced with the other one by refreshing the cache. 
• Second, systems or APIs might fail, leading to errors in functioning. You need to be prepared for handling such errors and troubleshooting challenges to ensure that the business continuity of your customers is not disrupted. This might require unnecessary bandwidth deployment in addressing minor technical issues with the teams of applications from where you have received your API. 
• Third, the API you are using might not have the customization capability needed for your use case, which might take up considerable bandwidth.
• Fourth, the APIs are updated often and these changes need to be tracked and fixed before the customers realize. 

Build vs Buy: Which way to go?

Building integrations in-house can be cost intensive and complicated, whereas, buying or outsourcing integrations is resource-lite and a scalable model. To help you make the right choice, we have created a list of conditions and the best way to go for each one of them.

Unified API to outsource integrations

Undoubtedly, there are several ways you can adopt to outsource or buy integrations from third party partners. However, the best outsourcing can be achieved with a unified API. Essentially, a unified API adds an additional abstraction layer to your APIs which enables data connectivity with authentication and authorization. 

Here are some of the top benefits that you can realize if you outsource your integration development and management with a unified API. 

Faster time to market and scale

With a unified API, businesses can bring their time-to-market to a few weeks from a few months. 

• On one hand, this helps them reach the market before their competition, giving an edge for market penetration. 
• On the other hand, a unified API also allows them to add more integrations and scale keeping pace with customer demands. 

When it comes to the overall picture, a unified API can help businesses save years in engineering time with all integrations that they use. At the same time, since the in-house engineering teams can focus on the core product, they can also launch other functionalities faster. 

Greater coverage

A unified API also provides you with greater coverage when it comes to APIs. 

If you look at the API landscape, there are several types and API endpoints. A unified API will ensure that all API types and endpoints are aggregated into a single platform. 

For instance, it can help you integrate all CRM platforms like Salesforce, Zoho etc. with a single endpoint. Thus, you can cover the major integration requirements without the need to manually facilitate point-to-point integration for all.  

Low costs and operational efficiency

Undoubtedly, a unified API brings down the cost of building integrations. 

• First, the hard costs associated with building integrations like developer time and storage costs are significantly reduced. 
• Second, soft costs like opportunity costs due to delays in market entry can also be eliminated. 
• Third, a unified API also takes care of maintenance with error handling, troubleshooting, managing expired tokens, fixing API source schema change etc. For instance, Knit Unified API offers a dedicated dashboard with RCA and resolution as well as proactively fixing them for its users as and when necessary. This adds to the operational efficiency for your developers, preventing unnecessary diversion of focus for them. 

Opportunity to monetize

A unified API can help you provide unparalleled features to your customers which blend beautifully with your core functionalities. You can even automate certain tasks and actions for your customers. This  leads to a significant impact for your customers as well in terms of cost and time saving. 

In such a situation, chances are very high that your customers will be happy to pay a premium for such an experience, leading to a monetization opportunity which you might have not been able to achieve if you build integrations in-house, considering the volume you need to address for monetization. 

Single API knowledge required

Finally, a unified API ensures that your engineering teams only need to learn about the nuances, rules and architecture of one API as opposed to thousands in case of in-house integration development. This significantly reduces the learning hours that your developers can invest in value oriented tasks and learning. 

Wrapping up: TL:DR

As we draw the discussion to a close, it is evident that building and maintenance of integrations can be a complex, expensive and time consuming process. Businesses have two ways to achieve their integrations, either build them in-house or outsource them and buy them from a third party partner. 

While building integrations in-house keeps end to end control with the businesses, it can be difficult to sustain and maintain in the longer run. 

Thus, buying or outsourcing integrations makes more sense because it is:

Cost and time effective, facilitating faster time-to-market at a lower cost 

• Resource-lite and doesn’t add burden to developers, preventing diversion of focus away from product roadmap
• Has the potential to add multiple integrations at once, leading to higher coverage
• Takes care of authentication, authorization and security
• Ensures access to all APIs, irrespective of whether they are publicly available or not
• Takes away the time and effort related to ongoing integration maintenance.
• A unified API is a smart solution and a competent alternative to building integrations in-house for businesses in different stages of the integration cycle. You integrate once with a single API and get access to hundreds of apps within a single category. 

Looking to outsource you integration efforts? Check out what the Knit Unified API has to offer or get API keys today.

Organizations today adopt and deploy various SaaS applications, to make their work simpler, more efficient and enhance overall productivity. However, in most cases, the process of connecting with these applications is complex, time consuming and an ineffective use of the engineering team. Fortunately, over the years, different approaches or platforms have seen a rise, enabling companies to integrate SaaS applications for their internal use or to create customer facing interfaces.

While SaaS integration can be achieved in multiple ways , in this article, we will discuss the different 3rd party platform options available for companies to integrate SaaS applications. We will detail the diverse approaches for different needs and use cases, along with a comparative analysis between the different platforms within each approach to help you make an informed choice. 

Types of SaaS integrations

As mentioned above, particularly, there are two types of SaaS integrations that most organizations use or need. Here’s a quick understanding of both:

Internal use integrations

Internal use integrations are generally created between two applications that a company uses or between internal systems to facilitate seamless and data flow. Consider that a company uses BambooHR as its HRMS systems and stores all its HR data there, while using ADPRun to manage all of its payroll functions. An internal integration will help connect these two applications to facilitate information flow and data exchange between them. 

For instance, with integration, any new employee that is onboarded in BambooHR will be automatically reflected in ADPRun with all relevant details to process compensation at the end of the pay period. Similarly, any employees who leave will be automatically deleted, ensuring that the data across platforms being used internally is consistent and up to date. 

Customer facing integrations

On the other hand, customer-facing integrations are intrinsically created between your product and the applications used by your customer to facilitate seamless data exchange for maximum efficiency in operations. It ensures that all data updated in your customer’s application is synced with your product with high reliability and speed. 

Let’s say that you offer candidate communication services for your customers. Using customer-facing integrations, you can easily connect with the ATS application that your customer uses to ensure that whenever there is any movement in the application status for any candidate, you promptly communicate to the candidate on the next steps. This will not only ensure regular flow of communication with the candidate, but will also eliminate any missed opportunities with real time data sync. 

Best SaaS integration platforms for different use cases

With differences in purposes and use cases, the best approach and platforms for different integrations also varies. Put simply, most internal integrations require automation of workflow and data exchange, while customer facing ones need more sophisticated functionalities. Even with the same purpose, the needs of developers and organizations can be varied, creating the need for diverse platforms which suit varying requirements. In the following section, we will discuss the three major kinds of integration platforms, including workflow automation tools, embedded iPaaS and unified APIs with specific examples within each. 

Internal integrations: Workflow automation tools/ iPaaS 

Essentially, internal integration tools are expected to streamline the workflow and data exchange between internally used applications for an organization to improve efficiency, accuracy and process optimization. Workflow automation tools or iPaaS are the best SaaS integration platforms to support this purpose. They come with easy to use drag and drop functionalities, along with pre-built connectors and available SDKs to easily power internal integrations. Some of the leaders in the space are:

Workato

An enterprise grade automation platform, Workato facilitates workflow automation and integration, enabling businesses to seamlessly connect different applications for internal use. 

Benefits of Workato

• High number of pre-built connectors, making integration with any tool seamless
• Enterprise grade security functionalities, like encryption, role-based access, audit logs for data protection
• No-code/ low code iPaaS experience; option to make own connectors with simple SDKs

Limitations of Workato 

• Expensive for organizations with budget constraints
• Limited offline functionality

Ideal for enterprise-level customers that need to integrate with 1000s of applications with a key focus on security. 

Zapier

An iSaaS (integration software as a service) tool, Zapier allows software users to integrate with applications and automate tasks which are relatively simple, with Zaps. 

Benefits of Zapier

• Easily accessible and can be used by non-technical teams to automate simple tasks via Zaps using a no code UI
• Provides 7000+ pre-built connectors and automation templates
• Has recently introduced a co-pilot which allows users to build their own Zaps using natural language

Limitations of Zapier

• Runs the risk of introducing security risks into the system
• Relatively simple and may not support complex or highly sophisticated use cases

Ideal for building simple workflow automations which can be developed and managed by all teams at large, using its vast connector library. 

Mulesoft

Mulesoft is a typical iPaaS solution that facilitates API-led integration, which offers easy to use tools to help organizations automate routine and repetitive tasks.

Benefits of Mulesoft

• High focus on integration with Salesforce and Salesforce products, facilitating automation with CRM effectively
• Offers data integration, API management, and analytics with Anytime Platform
• Provides a powerful API gateway for security and policy management

Limitations of Mulesoft

• Requires a steep learning curve as it is technically complex
• Higher on the pricing, making it unsuitable for smaller organizations

Ideal for more complex integration scenarios with enterprise-grade features, especially for integration with Salesforce and allied products. 

Dell Boomi

With experience of powering integrations for multiple decades, Dell Boomi provides tools for iPaaS, API management and master data management. 

Benefits of Dell Boomi

• Comes with a simple UI and multiple pre-built connectors for popular applications
• Can help with diverse use cases for different teams
• Adopted by several large enterprises due to their experience in the space

Limitations of Dell Boomi

• Requires more technical expertise than some other workflow automation tools
• Support is limited to simpler integrations and may not be able to support complex scenarios

Ideal for diverse use cases and comes with a high level of credibility owing to the experience garnered over the years. 

SnapLogic

The final name in the workflow automation/ iPaaS list is SnapLogic which comes with a low-code interface, enabling organizations to quickly design and implement application integrations. 

Benefits of SnapLogic

• Simple UI and low-code functionality ensures that users from technical and non-technical backgrounds can leverage it
• Comes with a robust catalog of pre-built connectors to integrate fast and effectively
• Offers on-premise, cloud based on hybrid models of integration

Limitations of SnapLogic

• May be a bit too expensive for small size organizations with budget constraints
• Scalability and optimal performance might become an issue with high data volume

Ideal for organizations looking for automation workflow tools that can be used by all team members and supports functionalities, both online and offline. 

Customer facing integrations: Embedded iPaaS & Unified API

While the above mentioned SaaS integration platforms are ideal for building and maintaining integrations for internal use, organizations looking to develop customer facing integrations need to look further. Companies can choose between two competing approaches to build customer facing SaaS integrations, including embedded iPaaS and unified API. We have outlined below the key features of both the approaches, along with the leading SaaS integration platforms for each. 

Embedded iPaaS

An embedded iPaaS can be considered as an iPaaS solution which is embedded within a product, enabling companies to build customer-facing integrations between their product and other applications. This enables end customers to seamlessly exchange data and automate workflows between your application and any third party application they use. Both the companies and the end customers can leverage embedded iPaaS to build integration and automate workflows. Here are the top embedded iPaaS that companies use as SaaS integrations platforms. 

Workato Embedded

In addition to offering an iPaaS solution for internal integrations, Workato embedded offers embedded iPaaS for customer-facing integrations. It is a low-code solution and also offers API management solutions.

Benefits of Workato Embedded

• Highly extensive connector library with 1200+ pre-built connectors and built-in workflow actions
• Enterprise grade embedded iPaaS with sophisticated security and compliance standards

Limitations of Workato Embedded

• Requires customers to build each customer facing integration separately, making it resource and time intensive
• Lacks a standard data model, making data transformation and normalization complicated
• Cost ineffective for smaller companies and offers limited offline connectivity

Ideal for large companies that wish to offer a highly robust integration library to their customers to facilitate integration at scale. 

Paragon

Built exclusively for the embedded iPaaS use case, Paragon enables users to ship and scale native integrations.

Benefits of Paragon

• Offers effective monitoring features, including event and failure alerts and logs, and enables users to access the full underlying API (developer friendly)
• Facilitates on-premise deployment, especially, for users with highly sensitive data and privacy needs
• Ensures fully managed authentication and user management with the Paragon SDK

Limitations of Paragon

• Fewer connectors are readily available, as compared to market average
• Pushes customers to create their own integrations from scratch in certain cases

Ideal for companies looking for greater monitoring capabilities along with on-premise deployment options in the embedded iPaaS. 

Pandium

Pandium is an embedded iPaaS which also allows users to embed an integration marketplace within their product. 

Benefits of Pandium

• The embedded integration marketplace (which can be white-labeled) allows customers and prospects to find all integrations at one place
• Helps companies outsource the development and management of integrations
• Provides key integration analytics

Limitations of Pandium

• Limited catalog of connectors as compared to other competitors
• Requires technical expertise to use, blocking engineering bandwidth
• Forces users to build one integration at a time, making the scalability limited

Ideal for companies that require an integration marketplace which is highly customizable and have limited bandwidth to build and manage integrations in-house. 

Tray Embedded

As an embedded iPaaS solution, Tray Embedded allows companies to embed its iPaaS solution into their product to provide customer-facing integrations. 

Benefits of Tray Embedded

• Provides a large number of connectors and also enables customers to request and get a new connector built on extra charges
• Offers an API management solution to to design and manage API endpoints
• Provides Merlin AI, an autonomous agent, powering simple automations via a chat interface

Limitations of Tray Embedded

• Limited ability to automatically detect issues and provide remedial solutions, pushing engineering teams to conduct troubleshooting
• Limited monitoring features and implementation processes require a workaround

Ideal for companies with custom integration requirements and those that want to achieve automation through text. 

Cyclr

Another solution solely limited to the embedded iPaaS space, Cyclr facilitates low-code integration workflows for customer-facing integrations. 

Benefits of Cyclr

• Enables companies to use seamlessly design a new workflow with templates, without heavy coding
• Provides connectors for 500+ applications and is growing
• Offers an out of the box embedded marketplace or launch functionality that allows end users to deploy integrations

Limitations of Cyclr

• Comes with a steep learning curve 
• Limited built-in workflow actions for each connector, where complex integrations might require additional endpoints, the feasibility for which is limited
• Lack of visibility into the system sending API requests, making monitoring and debugging issues a challenge

Ideal for companies looking for centralized integration management within a standardized integration ecosystem. 

Unified API

The next approach to powering customer-facing integrations is leveraging a unified API. As an aggregated API, unified API platforms help companies easily integrate with several applications within a category (CRM, ATS, HRIS) using a single connector. Leveraging unified API, companies can seamlessly integrate both vertically and horizontally at scale. 

Merge

As a unified API, Merge enables users to add hundreds of integrations via a single connector, simplifying customer-facing integrations. 

Benefits of Merge

• High coverage within the integrations categories; 7+ integration categories currently available
• Integration observability features with fully searchable logs, dashboard and automated issue detection 
• Access to custom objects and fields like field mapping, authenticated passthrough requests

Limitations of Merge

• Limited flexibility for frontend auth component and limited customization capabilities
• Requires maintaining a polling infrastructure for managing data syncs
• Webhooks based data sync doesn’t guarantee scale and data delivery

Ideal to build multiple integrations together with out-of-the-box features for managing integrations.

Finch

A leader in the unified API space for employment systems, Finch helps build 1:many integrations with HRIS and payroll applications. 

Benefits of Finch

• One of the highest number of integrations available in the HRIS and Payroll integration categories
• Facilitates standardized data for all employment data across top HRIS and Payroll providers, like Quickbooks, ADP, and Paycom
• Allows users to read and write benefits data, including payroll deductions and contributions programmatically

Limitations of Finch

• Limited number of integration categories available
• Offers  “assisted” integrations, requiring a Finch team member or associate to manually sync data on your behalf
• Low data fields support limited data fields available in the source system

Ideal for companies looking to build integrations with employment systems and high levels of data standardization. 

Apideck

Another option in the unified API category is Apideck, which offers integrations in more categories than the above two mentioned SaaS integration platforms in this space. 

Benefits of Apideck

• Higher number of categories (inc. Accounting, CRM, File Storage, HRIS, ATS, Ecommerce, Issue Tracking, POS, SMS) than many other alternatives and is quick to add new integrations
• Popular for its integration marketplace, known as Apideck ecosystem
• Offers best in class onboarding experience and responsive customer support

Limitations of Apideck‍

• Limited number of live integrations within each category
• Limited data sync capabilities; inability to access data beyond its own data fields

Ideal for companies looking for a wider range of integration categories with an openness to add new integrations to its suite. 

Knit

A unified API, Knit facilitates integrations with multiple categories with a single connector for each category; an exponentially growing category base, richer than other alternatives.

Benefits of Knit

• Seamless data normalization and transformation at 10x speed with custom data fields for non-standard data models
• The only SaaS integration platform which doesn’t store a copy of the end customer’s data, ensuring superior privacy and security (as all requests are pass through in nature)
• 100% events-driven webhook architecture, which ensures data sync in real time, without the need to pull data periodically (no polling architecture needed)
• Guaranteed scalability and delivery, irrespective of the data load, offering a 99.99% SLA
• Custom data models, sync frequency and auth component for greater flexibility
• Offers RCA and resolution to identify and fix integration issues before a customer can report it
• Ensures complete visibility into the integration activity, including the ability to identify which records were synced, ability to rerun syncs etc. 

Ideal for companies looking for SaaS integration platforms with wide horizontal and vertical coverage, complete data privacy and don’t wish to maintain a polling infrastructure, while ensuring sync scalability and delivery. 

Best SaaS integration platforms: A comparative analysis

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TL:DR

Clearly SaaS integrations are the building blocks to connect and ensure seamless flow of data between applications. However, the route that organizations decide to take large depends on their use cases. While workflow automation or iPaaS makes sense for internal use integrations, an embedded iPaaS or a unified API approach will serve the purpose of building customer facing integrations. Within each approach, there are several alternatives available to choose from. While making a choice, organizations must consider:

• The breadth (horizontal coverage/ categories) and depth (integrations within each category) that are available
• Security, authentication and authorization mechanisms
• Integration maintenance and management support
• Visibility into the integration activity along with intuitive issue detection and resolution
• The way data syncs work (events based or do they require an additional polling infrastructure)

Depending on what you consider to be more valuable for your organization, you can go in for the right approach and the right option from within the 14 best SaaS integration platforms shared above. 

With organizations increasingly prioritizing seamless issue resolution—whether for internal teams or end customers—ticketing tools have become indispensable. The widespread adoption of these tools has also amplified the demand for streamlined integration workflows, making ticketing integration a critical capability for modern SaaS platforms.

By integrating ticketing systems with other enterprise applications, businesses can enhance automation, improve response times, and ensure a more connected user experience. In this article, we will explore the different facets of ticketing integration, covering what it entails, its benefits, real-world use cases, and best practices for successful implementation.

Decoding Ticketing Integration

Ticketing integration refers to the seamless connection between a ticketing platform and other software applications, allowing for automated workflows, data synchronization, and enhanced operational efficiency. These integrations can broadly serve two key functions—internal process optimization and customer-facing enhancements.

Internally, ticketing integration helps businesses streamline their operations by connecting ticketing systems with tools such as customer relationship management (CRM) platforms, enterprise resource planning (ERP) systems, human resource information systems (HRIS), and IT service management (ITSM) solutions. For example, when a customer support ticket is created, integrating it with a CRM ensures that all relevant customer details and past interactions are instantly accessible to support agents, enabling faster and more personalized responses.

Beyond internal workflows, ticketing integration plays a vital role in customer-facing interactions. SaaS providers, in particular, benefit from integrating their applications with the ticketing platforms used by their customers. This allows for seamless issue tracking and resolution, reducing the friction caused by siloed systems. 

Benefits of Ticketing Integration

Faster resolution time

By automating ticket workflows and integrating support systems, teams can respond to and resolve customer issues much faster. Automated routing ensures that tickets reach the right department instantly, reducing delays and improving overall efficiency.

Example: A telecom company integrates its ticketing system with a chatbot, allowing customers to report issues 24/7. The chatbot categorizes and assigns tickets automatically, reducing average resolution time by 30%.

Eliminates manual data entry and incidence of errors

Manual ticket logging can lead to data discrepancies, miscommunication, and human errors. Ticketing integration automatically syncs information across platforms, minimizing mistakes and ensuring that all stakeholders have accurate and up-to-date records.

Example: A SaaS company integrates its CRM with the ticketing system so that customer details and past interactions auto-populate in new tickets. This reduces duplicate entries and prevents errors like assigning cases to the wrong agent.

Streamlined communication

Integration breaks down silos between teams by ensuring everyone has access to the same ticketing information. Whether it’s support, sales, or engineering, all departments can collaborate effectively, reducing response times and improving the overall customer experience.

Increased customer acquisition and retention rates

SaaS applications that integrate with customers' ticketing systems offer a seamless experience, making them more attractive to potential users. Customers prefer apps that fit into their existing workflows, increasing adoption rates. Additionally, once users experience the efficiency of ticketing integration, they are more likely to continue using the product, driving customer retention.

Example: A project management SaaS integrates with Jira Service Management, allowing customers to convert project issues into tickets instantly. This integration makes the SaaS tool more appealing to Jira users, leading to higher sign-ups and long-term retention.‍

Real-time update on ticket status across different platforms

Customers and internal teams benefit from instant updates on ticket progress, reducing uncertainty and frustration. This real-time visibility helps teams proactively address issues, avoid duplicate work, and provide timely responses to customers.

Ticketing API Data Models

Here are a few common data models for ticketing integration data models:

• Ticket – Stores details of support requests, including ID, status, priority, and assigned agent.
• User – Represents customers or internal users with attributes like name, email, role, and organization.
• Agent – Tracks support agents, their workload, expertise, and assigned tickets.
• Organization – Groups users under companies or departments for streamlined support.
• Comment – Logs ticket updates, internal notes, and customer responses.
• Attachment – Stores files, images, or media linked to tickets.
• Tag – Assigns labels to tickets for categorization and filtering.
• Time Tracking – Logs the time spent on each ticket or task for billing and performance monitoring.
• Priority Rule – Defines conditions for auto-assigning ticket priority levels.
• Team – Represents agent groups handling specific ticket categories.
• Notification – Defines email, SMS, or in-app alerts triggered by ticket updates.
• Access Control – Manages permissions and visibility settings for users, agents, and admins.

Ticketing Integration Best Practices for Developers

Integrating ticketing systems effectively requires a structured approach to ensure seamless functionality, optimized performance, and long-term scalability. Here are the key best practices developers should follow when implementing ticketing system integrations.

Choose the ticketing tools and use cases for integration

Choosing the appropriate ticketing system is a critical first step in the integration process, as it directly impacts efficiency, customer satisfaction, and overall workflow automation. Developers must evaluate ticketing platforms like Jira, Zendesk, and ServiceNow based on key factors such as automation capabilities, reporting features, third-party integration support, and scalability. A well-chosen tool should align not only with internal team workflows but also with customer-facing requirements, particularly for integrations that enhance user experience and service delivery. Additionally, preference should be given to widely adopted ticketing solutions that are frequently used by customers, as this increases compatibility and reduces friction in external integrations. Beyond tool selection, it is equally important to define clear use cases for integration.

Understand the ticketing system API

A deep understanding of the ticketing system’s API is crucial for successful integration. Developers should review API documentation to comprehend authentication mechanisms (API keys, OAuth, etc.), rate limits, request-response formats, and available endpoints. Some ticketing APIs offer webhooks for real-time updates, while others require periodic polling. Being aware of these aspects ensures a smooth integration process and prevents potential performance bottlenecks.

Choose the most appropriate ticketing integration methodology

Choosing the right ticketing integration methodology is crucial for aligning with business objectives, security policies, and technical capabilities. The integration approach should be tailored to meet specific use cases and performance requirements. Common methodologies include direct API integration, middleware-based solutions, and Integration Platform as a Service (iPaaS), including embedded iPaaS or unified API solutions. The choice of methodology should depend on several factors, including the complexity of the integration, the intended audience (internal teams vs. customer-facing applications), and any specific security or compliance requirements. By evaluating these factors, developers can choose the most effective integration approach, ensuring seamless connectivity and optimal performance.

Optimize API calls for performance and efficiency

Efficient API usage is critical to maintaining system performance and preventing unnecessary overhead. Developers should minimize redundant API calls by implementing caching strategies, batch processing, and event-driven triggers instead of continuous polling. Using pagination for large data sets and adhering to API rate limits prevents throttling and ensures consistent service availability. Additionally, leveraging asynchronous processing for time-consuming operations enhances user experience and backend efficiency.

Test and sandbox ticketing integrations

Thorough testing is essential before deploying ticketing integrations to production. Developers should utilize sandbox environments provided by ticketing platforms to test API calls, validate workflows, and ensure proper error handling. Implementing unit tests, integration tests, and load tests helps identify potential issues early. Logging mechanisms should be in place to monitor API responses and debug failures efficiently. Comprehensive testing ensures a seamless experience for end users and reduces the risk of disruptions.

Design for scalability and data load

As businesses grow, ticketing system integrations must be able to handle increasing data volumes and user requests. Developers should design integrations with scalability in mind, using cloud-based solutions, load balancing, and message queues to distribute workloads effectively. Implementing asynchronous processing and optimizing database queries help maintain system responsiveness. Additionally, ensuring fault tolerance and setting up monitoring tools can proactively detect and resolve issues before they impact operations.

Popular Ticketing API

In today’s SaaS landscape, numerous ticketing tools are widely used by businesses to streamline customer support, issue tracking, and workflow management. Each of these platforms offers its own set of APIs, complete with unique endpoints, authentication methods, and technical specifications. Below, we’ve compiled a list of developer guides for some of the most popular ticketing platforms to help you integrate them seamlessly into your systems:

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• Asana API integration guide
• Freshdesk API guide
• GitHub REST API documentation
• Zendesk API for ticketing
• Jira API integration guide
• Trello REST API documentation
• Zoho Desk API Documentation
• ServiceNow API documentation

Ticketing Integration: Use Cases and Examples

Bidirectional sync between a ticketing platform and a CRM to ensure both sales and support teams have up-to-date information

CRM-ticketing integration ensures that any change made in the ticketing system (such as a new support request or status change) will automatically be reflected in the CRM, and vice versa. This ensures that all customer-related data is current and consistent across the board. For example, when a customer submits a support ticket via a ticketing platform (like Zendesk or Freshdesk), the system automatically creates a new entry in the CRM, linking the ticket directly to the customer’s profile. The sales team, which accesses the CRM, can immediately view the status of the issue being reported, allowing them to be aware of any ongoing concerns or follow-up actions that might impact their next steps with the customer.

As support agents work on the ticket, they might update its status (e.g., “In Progress,” “Resolved,” or “Awaiting Customer Response”) or add important resolution notes. Through bidirectional sync, these changes are immediately reflected in the CRM, keeping the sales team updated. This ensures that the sales team can take the customer’s issues into account when planning outreach, upselling, or renewals. Similarly, if the sales team updates the customer’s contact details, opportunity stage, or other key information in the CRM, these updates are also synchronized back into the ticketing system. This means that when a support agent picks up the case, they are working with the most accurate and recent information. 

Integrating a ticketing platform with collaboration tools for real time communication of issues and resolution 

Collaboration tool-ticketing integration ensures that when a customer submits a support ticket through the ticketing system, a notification is automatically sent to the relevant team’s communication tool (such as Slack or Microsoft Teams). The support agent or team is alerted in real-time about the new ticket, and they can immediately begin the troubleshooting process. As the agent works on the ticket—changing its status, adding comments, or marking it as resolved—updates are automatically pushed to the communication tool. 

The integration may also allow for direct communication with customers through the ticketing platform. Support agents can update the ticket in real-time based on communication happening within the chat, keeping customers informed of progress, or even resolving simple issues via a direct message.

Automating ticket creation from AI chatbot interactions to streamline customer support

Integrating an AI-powered chatbot with a ticketing system enhances customer support by enabling seamless automation for ticket creation, tracking, and resolution, all while providing real-time assistance to customers. When a customer interacts with the chatbot on the support portal or website, the chatbot uses NLP to analyze the query. If the issue is complex, the chatbot automatically creates a support ticket in the ticketing system, capturing the relevant customer details and issue description. This integration ensures that no query goes unresolved, and no customer issue is overlooked.

Once the ticket is created, the chatbot continuously engages with the customer, providing real-time updates on the status of their ticket. As the ticket progresses through various stages (e.g., from “Open” to “In Progress”), the chatbot retrieves updates from the ticketing system and informs the customer, reducing the need for manual follow-ups. When the issue is resolved and the ticket is closed by the support agent, the chatbot notifies the customer of the resolution, asks if further assistance is needed, and optionally triggers a feedback request or satisfaction survey. 

Streamlining employee support with HRIS-ticketing integration 

Ticketing integration with a HRIS offers significant benefits for organizations looking to streamline HR operations and enhance employee support. For example, when an employee raises a ticket to inquire about their leave balance, the integration allows the ticketing platform to automatically pull relevant data from the HRIS, enabling the HR team to provide accurate and timely responses. 

The workflow begins with the employee submitting a ticket through the ticketing platform, which is then routed to the appropriate HR team based on predefined rules or triggers. The integration ensures that employee data, such as job role, department, and contact details, is readily available within the ticketing system, allowing HR teams to address queries more efficiently. Automated responses can be triggered for common inquiries, such as leave balances or policy questions, further speeding up resolution times. Once the issue is resolved, the ticket is closed, and any updates, such as approved leave requests, are automatically reflected in the HRIS.

Read more: Everything you need to know about HRIS API Integration 

Enhancing payroll efficiency and employee satisfaction through ticketing-payroll integration

Integrating a ticketing platform with a payroll system can automate data retrieval, streamline workflows, and provide employees with faster, more accurate responses. It begins when an employee submits a ticket through the ticketing platform, such as a query about a missing payment or a discrepancy in their paycheck. The integration allows the ticketing platform to automatically pull the employee’s payroll data, including payment history, tax details, and direct deposit information, directly from the payroll system. This eliminates the need for manual data entry and ensures that the HR or payroll team has all the necessary information at their fingertips. The ticket is then routed to the appropriate payroll specialist based on predefined rules, such as the type of issue or the employee’s department.

Once the ticket is assigned, the payroll specialist reviews the employee’s payroll data and investigates the issue. For example, if the employee reports a missing payment, the specialist can quickly verify whether the payment was processed and identify any errors, such as incorrect bank details or a missed payroll run. After resolving the issue, the specialist updates the ticket with the resolution details and notifies the employee. If any changes are made to the payroll system, such as reprocessing a payment or correcting tax information, these updates are automatically reflected in both systems, ensuring data consistency. Similarly, if an employee asks about their upcoming pay date, the ticketing platform can automatically generate a response using data from the payroll system, reducing the workload on the payroll team. 

Simplifying e-commerce customer support with order management and ticketing integration

Ticketing-e-commerce order management system integration can transform how businesses handle customer inquiries related to orders, shipping, and returns. When a customer submits a ticket through the ticketing platform, such as a query about their order status, a request for a return, or a complaint about a delayed shipment, the integration allows the ticketing platform to automatically pull the customer’s order details—such as order number, purchase date, shipping status, and tracking information—directly from the order management system. 

The ticket is then routed to the appropriate support team based on the type of inquiry, such as shipping, returns, or billing. Once the ticket is assigned, the support agent reviews the order details and takes the necessary action. For example, if a customer reports a delayed shipment, the agent can check the real-time shipping status and provide the customer with an updated delivery estimate. After resolving the issue, the agent updates the ticket status and notifies the customer with bi-directional sync, ensuring transparency throughout the process.

Common Ticketing Integration Challenges

As you embark on your integration journey, it is integral to understand the roadblocks that you may encounter. These challenges can hinder productivity, delay response times, and lead to frustration for both engineering teams and end-users. Below, we explore some of the most common ticketing integration challenges and their implications.

1. Lack of Comprehensive Documentation and Support

A critical factor in the success for ticketing integration is the availability of clear, comprehensive documentation. The integration of ticketing platforms with other systems depends heavily on well-documented API and integration guides. Unfortunately, many ticketing platforms provide limited or outdated documentation, leaving developers to navigate challenges with minimal guidance.

The implications of inadequate documentation are far-reaching:

• Incomplete or outdated API documentation: This slows down the integration process, as developers have to spend additional time figuring out how the API works. Without up-to-date details, developers might face difficulties with deprecated functions or changes in API behavior that were not clearly communicated.
• Limited customer support from ticketing providers: In many cases, ticketing providers offer minimal or low-quality customer support, which can leave developers and IT teams without the necessary guidance. When issues arise, support teams might be slow to respond, and troubleshooting might take longer than necessary.
• Restricted availability of API documentation: Some platforms require developers to pay additional fees for access to documentation or even restrict access entirely. In some cases, the documentation is difficult to find, or it is only available in specific languages, making it inaccessible to a broader range of developers. 
• Trial-and-error debugging: Without detailed documentation and support, developers are often forced to resort to trial-and-error methods to resolve integration issues. This increases both the time and cost of development. 

2. Inadequate Error Handling and Logging Mechanisms

Error handling is an essential part of any system integration. When integrating ticketing systems with other platforms, it is important for developers to be able to quickly identify and resolve errors to prevent disruptions in service. Unfortunately, many ticketing systems fail to provide detailed and effective error-handling and logging mechanisms, which can significantly hinder the integration process.

Key challenges include:

• Poorly structured error messages: In many cases, error messages generated by the ticketing system are vague or poorly structured, which makes it difficult for developers to understand the nature of the problem. Without clear error messages, developers may waste valuable time attempting to troubleshoot the issue based on limited or unclear information.
• Lack of real-time logging capabilities: Real-time logging is essential for tracking issues as they occur and for identifying the root causes of integration problems. Without real-time logging, teams are forced to rely on static logs, which may not provide the necessary information to quickly resolve the issue.
• Minimal documentation on error resolution: Many ticketing systems fail to offer adequate documentation on how to resolve errors that may arise during integration. Without this guidance, developers are left to figure out solutions on their own, which can increase the time needed to resolve problems and cause unnecessary downtime.

Read more: API Monitoring and Logging

3. Scalability Issues Due to High Data Load

As organizations grow, so does the volume of data generated through ticketing systems. When an integration is not designed to handle large volumes of data, businesses may experience performance issues such as slowdowns, data loss, or bottlenecks in the system. Scalability is therefore a key concern when integrating ticketing systems with other platforms.

Some of the key scalability challenges include:

• Limited API rate limits: Many ticketing platforms impose rate limits on the number of API calls that can be made in a given period. When the volume of tickets increases, these rate limits can lead to delays in processing requests, which can slow down the overall system and create backlogs.
• Inefficient data sync methods: Some ticketing systems use data synchronization methods that require excessive API calls, leading to inefficiencies. When large volumes of data need to be synced, the integration process can become sluggish, causing delays in ticket updates or ticket status changes.
• Increased ticket volume leading to database overload: As more tickets are created and processed, the underlying databases can become overloaded, resulting in performance degradation. If the system is not designed to handle such growth, it can cause significant slowdowns in retrieving and updating ticket data.

4. Managing Multiple Ticketing Tools and Use Cases

In many organizations, different teams use different ticketing tools that are tailored to their specific workflows. Integrating multiple ticketing systems can create complexity, leading to potential data inconsistencies and synchronization challenges. 

Key challenges include:

• Market fragmentation: The expanding ticketing ecosystem means that organizations may have to integrate with multiple platforms that cater to different needs. This can lead to a fragmented approach to managing tickets, which can overwhelm internal engineering resources and create integration backlogs.
• High integration costs: Integrating multiple ticketing systems typically costs around $10K USD per integration and takes 4-6 weeks. This includes development, customization, and ongoing maintenance, which can strain resources, delay other initiatives, and escalate costs across the organization.
• Synchronizing updates across systems: Keeping different ticketing systems synchronized can be difficult, especially when updates are made to one system but not immediately reflected in others. This can lead to delays, duplication of data, or inconsistent information across platforms.
• Customization needs: Each integration may require unique customizations based on the specific features of the systems involved. This adds to the complexity of the integration process and increases development time and costs.

5. Limited Testing Environments and Sandbox Access

Testing the integration of ticketing systems is critical before deploying them into a live environment. Unfortunately, many ticketing platforms offer limited or restricted access to testing environments, which can complicate the integration process and delay project timelines.

Key challenges include:

• Limited access to test data: Many platforms do not provide sufficient test data or environments that simulate real-world scenarios. This makes it difficult for developers to accurately assess how the integration will perform under typical operating conditions.
• Lack of rollback options: If an integration fails or produces unintended results, it is important to have a way to roll back the changes. Unfortunately, many ticketing platforms do not offer rollback features, making it harder to recover from failed integrations.
• Restricted sandbox functionality: Sandbox environments often lack the full functionality of a live environment, which means that testing can be incomplete. Without the ability to fully test the integration, organizations risk deploying an incomplete or flawed solution.
• Complicated testing agreements: Some ticketing vendors require lengthy agreements or monetary engagements to provide access to testing environments. This process can be time-consuming and might delay the integration process, especially if it is not part of the initial contract.

6. Compatibility Challenges Between Systems

Another common challenge in ticketing system integration is compatibility between different systems. Ticketing platforms often use varying data formats, authentication methods, and API structures, making it difficult for systems to communicate effectively with each other.

Some of the key compatibility challenges include:

• Varying authentication protocols: Different platforms use different authentication methods, such as OAuth, API keys, or other proprietary methods. Integrating these systems requires developers to understand and implement the appropriate authentication protocols, which can add complexity to the integration process.
• Differences in data structures and formats: Ticketing systems may use different data structures or formats, which can lead to difficulties in mapping data correctly between systems. Inconsistent data types or mismatched fields can cause data inconsistencies or truncation during the integration process.

7. Ongoing Maintenance and Management

Once an integration is completed, the work is far from finished. Ongoing maintenance and management are essential to ensure that the integration continues to function smoothly as both ticketing systems and other integrated platforms evolve.

Some of the key maintenance challenges include:

• API updates: API providers may update their APIs, which can break existing integrations if the changes are not properly managed. If ticketing platforms undergo updates or changes to their workflows, these modifications may require frequent adjustments to the integration.
• Deprecated APIs: As APIs evolve, older versions may be deprecated. Organizations must retire deprecated APIs to ensure that their integrations continue to work smoothly. Failing to do so can result in integration failures or poor performance.
• Incompatible changes: Occasionally, API providers may make backward-incompatible changes to their APIs. If the response format or structure changes unexpectedly, it can cause data corruption or system failures.
• Regular monitoring: Continuous monitoring of the integration is required to ensure that data is flowing properly and that performance is maintained. Without regular oversight, issues may go unnoticed until they escalate into major problems.

Building Your First Ticketing Integration with Knit: Step-by-Step Guide

Knit provides a unified ticketing API that streamlines the integration of ticketing solutions. Instead of connecting directly with multiple ticketing APIs, Knit’s AI allows you to connect with top providers like Zoho Desk, Freshdesk, Jira, Trello and many others through a single integration.

Getting started with Knit is simple. In just 5 steps, you can embed multiple CRM integrations into your App.

Steps Overview:

1. Create a Knit Account: Sign up for Knit to get started with their unified API. You will be taken through a getting started flow.
2. Select Category: Select Ticketing API from the list of available option on the Knit dashboard
3. Register Webhook: Since one of the use cases of Ticketing integrations is to sync data at frequent intervals, Knit supports scheduled data syncs for this category. Knit operates on a push based sync model, i.e. it reads data from the source system and pushes it to you over a webhook, so you don’t have to maintain a polling infrastructure at your end. In this step, Knit expects you to tell us the webhook over which it needs to push the source data.
4. Set up Knit UI to start integrating with Apps: In this step you get your API key and integrate with the Ticketing App of your choice from the frontend. If we don't support an App yet, we will add it in 2 days.
5. Get started with your use case: Let Knit AI know whether you want to read or write ticketing data, the data you want to work on, & whether you want to run scheduled syncs or call APIs on demand. Knit will build a connector for you.
6. Public your connector: Test the connector Knit AI has built with your or Knit's available sandboxes. If all looks good, just publish. 
7. Fetch data and make API calls: That’s it! It’s time to start syncing data and making API calls and take advantage of Knit unified APIs and its data models. 

Read more: Getting started with Knit

Knit's Ticketing API vs. Direct Connector APIs: A Comparison

Choosing the ideal approach to building and maintaining ticketing integration requires a clear comparison. While traditional custom connector APIs require significant investment in development and maintenance, a unified ticketing API like Knit offers a more streamlined approach with faster integration and greater flexibility. Below is a detailed comparison of these two approaches based on several crucial parameters:

Read more: How Knit Works

Security Considerations for Ticketing Integrations

Below are key security risks and mitigation strategies to safeguard ticketing integrations.

Challenges

1. Unauthorized Access to sensitive customer information, including personally identifiable information (PII). A lack of robust authentication and authorization controls can result in compromised data, potentially exposing confidential details to malicious actors. Without proper access management, attackers could gain entry to systems, viewing or modifying tickets and customer profiles.
2. Injection Attacks are a common vulnerability in API integrations, where attackers inject malicious code through user input fields or API calls. This could allow them to execute unauthorized actions, such as manipulating data, altering configurations, or launching further attacks. In some cases, injection attacks can lead to severe system compromise, leaving the entire infrastructure vulnerable.
3. Data Exposure can result from insufficient encryption and weak transmission protocols. Without adequate data masking, validation, or encryption, information such as customer payment details and communication histories can be intercepted during transmission or accessed by unauthorized individuals. This type of exposure can result in severe consequences, including identity theft and financial fraud.
4. DDoS Attacks are another significant threat to ticketing integrations. By overwhelming an API with a flood of requests, attackers can render the service unavailable, impacting customer support and damaging reputation. If the API lacks sufficient protection mechanisms, the service could suffer extended downtimes, resulting in lost productivity and customer trust.

Mitigation Strategies

To safeguard ticketing integrations and ensure a secure environment, organizations should employ several mitigation strategies:

1. Strong Authentication and Authorization: Implement robust authentication mechanisms, such as OAuth, JWT (JSON Web Tokens), Bearer tokens, and API keys, to ensure only authorized users can access ticketing data. Additionally, enforcing proper role-based access control (RBAC) ensures users only have access to necessary data based on their responsibilities.
2. Secure Data Transmission: Use HTTPS for secure data transmission between clients and servers, ensuring that all data is encrypted. For sensitive customer data, implement end-to-end encryption to prevent interception during communication.
3. Input Validation and Parameter Sanitization: Protect APIs by leveraging input validation and parameter sanitization techniques to prevent injection attacks. These techniques ensure that only valid data is processed and malicious inputs are blocked before they can cause harm to your systems.
4. Rate Limiting and Throttling: Implement rate limiting and throttling to prevent DDoS attacks. These mechanisms can control the number of requests made to the API within a specific timeframe, ensuring that the service remains available even during high traffic or malicious attack attempts.

Evaluating Security for Ticketing Integrations

When evaluating the security of a ticketing integration, consider the following key factors:

1. Check compliance: Ensure that the third-party API complies with industry standards and regulations, such as GDPR, HIPAA, SOC2, or PCI DSS, depending on your specific requirements.
2. Data Privacy and Platform Choice: Choose a platform that does not cache sensitive customer data or store it unnecessarily. This reduces the attack surface and minimizes the risk of exposure. Ensure the platform complies with data privacy regulations like GDPR or CCPA.
3. Security Frameworks and Best Practices Make sure that the integration follows security principles such as the "least privilege" approach, ensuring users have only the permissions necessary to perform their job functions. Implement role-based access controls (RBAC) and maintain an audit trail of all user activities for transparency and accountability.
4. Documentation and Incident Response Evaluate the platform’s documentation and ensure it provides clear guidance on security best practices. Additionally, review the incident response plan to ensure that the organization is prepared for potential security breaches, minimizing downtime and mitigating damage.

Read more: API Security 101: Best Practices, How-to Guides, Checklist, FAQs

TL:DR

Ticketing integration connects ticketing systems with other software to automate workflows, improve response times, enhance user experiences, reduce manual errors, and streamline communication. Developers should focus on selecting the right tools, understanding APIs, optimizing performance, and ensuring scalability to overcome challenges like poor documentation, error handling, and compatibility issues.

Solutions like Knit’s unified ticketing API simplify integration, offering faster setup, better security, and improved scalability over in-house solutions. Knit’s AI-driven integration agent guarantees 100% API coverage, adds missing applications in just 2 days, and eliminates the need for developers to handle API discovery or maintain separate integrations for each tool.

Any business today will have multiple requirements to facilitate a pleasant customer experience. Since not all functionalities can be developed in house, because of limited resources and bandwidth, most businesses are turning to third-party solutions. To ensure smooth communication and exchange of data between, integrations have been the go-to solution for all developers and technology leaders. The rise of integrations led to the rise of iPaaS or Integration Platform as a Service. 

What is iPaaS?

For simple understanding, Integration Platform as a Service or iPaaS refers to a platform which makes it easy for businesses to connect different applications and processes. iPaaS enables developers to connect applications, replicate and exchange data and ensure all other integration initiatives are carried out easily. iPaaS allows users to build and deploy workflows on the cloud, without installing any software or hardware. It helps you to benefit from integrations, but at a significantly lower cost and effort. 

What is an embedded iPaaS? 

As a developer, there are two types of integrations that you will come across during the development cycle. From an end user perspective, you will add certain integrations that your customers will ultimately use, connecting them with your product. The iPaaS that you will use to streamline and connect these integrations is called embedded iPaaS. With embedded iPaaS, you can build and manage integrations that easily connect with your product and offer additional functionalities to your customers.

Embedded iPaaS helps SaaS businesses provide multiple integrations or connected third party applications to their customers. In general, a business at any point uses 100+ applications, most of which are SaaS apps. However, unless these applications interact with one another, exchange data, generate insights and ensure workflow automation based on data exchange, they don’t make business value. Thus, embedded iPaaS seeks to ensure smooth connection and communication between your product and other applications that your customers are using. 

Using embedded iPaaS significantly frees developers of the additional burden of building integrations and other functionalities in house and can be very coding intensive at times. 

Embedded iPaaS comes with:

• Support to manage authentication for the end user
• Pre built stable connectors for common SaaS apps with logic components for no code integration building which can manage high volumes of data
• Customer connectors with which you can build integrations specific to your business or product
• Ability to management alignment and syncing between different moving parts
• Infrastructure to run your integrations
• A pleasant and user friendly UX for your customers to experience integrations 

Embedded vs. traditional iPaaS

As mentioned above, as a developer, you will come across integrations of two types. First, there will be integrations that you will use internally to create the right solution and functionalities for your product. Traditional iPaaS is the platform that helps you integrate the apps that you use internally to facilitate workflow automation, ensure data integration, etc. By logic, even your end customers can deploy traditional iPaaS to connect different applications. 

However, it requires the customers to build certain integrations and subscribe to an iPaaS everytime they buy a new software solution. 

To address this issue, software buyers are shifting the work of building and providing the right integration platform to SaaS business providers, giving rise to embedded iPaaS. Embedded iPaaS, thus, allows developers to build and provide native integrations for their customers, helping customers steer away from the burden of managing traditional iPaaS. Embedded iPaaS empowers SaaS developers to build integrations as a part of their product and offer them to customers as a pre-added functionality. 

Therefore, on a closer look, traditional iPaaS is best for integrations to be used internally and not ideal for end customers. Whereas, embedded iPaaS allows SaaS providers to offer native integrations pre-built into their product to the end customer as a part of their application.  

When and why to use embedded iPaaS 

Whether you are in the startup or the scale up phase of your SaaS business, there are certain indicators that will make it clear to you that you should be using embedded iPaaS. 

Some of the indicators that you need embedded iPaaS as a SaaS startup include:

• Your customers are demanding several integrations
• Your market competitors offer significantly more integrations
• You want to offer native integration experience to your users.
• Your development cycle is getting delayed 
• You/ your developers are unable to focus purely on product functionalities
• Integrations are adding significant cost to your development cycle
• You have apprehensions about building, managing and security of integrations

Even if you have crossed these basic hurdles and are in the scale up phase, you may need embedded iPaaS if:

• You are losing out on customers because of lack of integrations
• You are unable to deliver on new functions because of time taken up by integrations
• Integration management and support is eating into the developer’s time
• You are unable to manage customer experience for integrations

If you have a check mark on one or more of these points, it’s time to deploy embedded iPaaS for your SaaS application. 

Top 6 benefits of embedded iPaaS 

As a developer, you should know by now when it is the right time to deploy embedded iPaaS for your business. Put simply, it is a much faster way to build integrations for your customers without adding unnecessary pressure on your development team. Integrations can help you gain a competitive advantage and ensure that your customers don’t go looking out for better alternatives. Here are the top 6 benefits of embedded iPaaS that can help your SaaS business prosper. 

1. Reduced engineering effort

As a developer, your time and engineering effort will be best utilized in enhancing the core product features and functionalities. However, if you have to build integrations from scratch, a considerable amount of your time will be wasted. Fortunately, pre-built connectors and low-code integration designs can significantly reduce the effort and time required. 

Embedded iPaaS can help you with abstracting API and end user authentication and ensure that you are able to focus on top product priorities. As a simple use case, if you are unable to refresh your security tokens regularly, authentication of integrations will be broken for your customers, leading to a hitch in their business processes. Furthermore, it can help you create productized integrations which can be customized for different users, saving you the time to build different integrations for each user. Overall, embedded iPaaS reduces the engineering time and effort for developers spent on building integrations and workflow automation. 

2. Ability to scale/ reduced infra load

As you add more integrations to your product roadmap, the customers using them will increase and so will the volume of requests coming your way. Especially, if you are in the initial stages of your product development lifecycle, building a scalable integration infrastructure that can manage such voluminous requests will be difficult.

With embedded iPaaS, you can offload this load to the platform’s infrastructure. The right embedded iPaaS will easily be able to handle millions of requests at once, enabling you to scale your integrations while not adding the infrastructure load to your application. 

3. Accelerate time to market for integrations

With cut throat competition, the time you take to reach the market is critical when it comes to success. The more time you spend in building integrations in house, the more delay you will cause in taking your SaaS application to the market. 

With embedded iPaaS, you have the building blocks which just need to be moved around to provide the right integrations as per the customer’s expectations, in a very less time. Even when you have to introduce a new integration, you can simply activate it in the platform’s environment, without the need to spend weeks building it and then supporting ongoing maintenance. This will allow you to take your product to the market faster, leading to greater customer acquisition. 

4. Enhanced experience with native integrations

As a developer, you would understand that a pleasant UX for integrations is a must. From a technical standpoint, it is important to have native integrations. This suggests that your integrations must be accessible from within your product and shouldn’t require the customer to exit your product to check out the integration. However, building native integrations can be difficult and time consuming, considering other priorities in your development lifecycle. 

Fortunately, with embedded iPaaS, you are able to create native integrations for your product and offer them as additional functionalities than third party solutions. Furthermore, since the customer stays within your product, chances of finding alternatives become narrow. 

5. Customer integration configuration

When it comes to integrations, a developer’s role doesn’t end by defining the integration logic and building the integration. It is equally important to help the customer deploy and configure the integration and get them ready to use. It involves steps of trigger third party authorization portal as well as customer request to customize the integration. 

An embedded iPaaS can help you provide a configurable experience for your customers and allow them to customize the way they want to use the integration or how they wish the integration to interact with your product. Ensuring end-user configuration in house can be a development nightmare in the early startup/ scaleup stages, and embedded iPaaS can help address the same. 

6. Seamless maintenance and other support

Finally, to provide great experience, you need to constantly maintain and upgrade your integrations. This comes with additional costs and developer hours. Like any other product feature, integrations need constant iterations and developer interventions to debug any challenges. 

Maintenance includes updating API references, updating integrations when you or the third party release a new version, debugging, etc. However, using embedded iPaaS comes with pre-built connectors that take care of maintenance of API references. It will even take care of updating events, triggering workflows. Thus, as a part of the engineering team, the bandwidth needed to reflect on integration updates will be significantly reduced. 

Be it iterating on third party integrations or accommodating updates to your product to sync with integrations, embedded iPaaS becomes responsible for a great portion of integration maintenance. Furthermore, when you face bugs in an integration, it is often more difficult to solve or debug the problem as you may not be well versed with the technicalities and codebase. However, embedded iPaaS often have a history of integration and can make it very easy for you to identify error root cause with log streaming capabilities. 

TL DR: iPaaS for SaaS today

In conclusion, it is evident the embedded iPaaS can help you accelerate and scale your integration journey and place you ahead in the development roadmap. As a quick recap, here’s why you should go for embedded iPaaS:

• Build native integrations
• Reduce maintenance effort
• Accelerate time to market
• Free up developer time
• Leverage pre-built integrations
• Reduce time to scale infrastructure
• Reduce integration authentication and configuration workload

Don’t let integrations slow down your power packed SaaS product, increase your functionalities with native integrations, powered by embedded iPaaS. 

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We just published our latest whitepaper "The Unified API Approach to Building Product Integrations". This is a one stop guide for every product owner, CTO, product leader or a C-suite executive building a SaaS product.

If you are working on a SaaS tool, you are invariably developing a load of product/customer-facing integrations. After all, that's what the data says.

Not to worry. This guide will help you better plan your integration strategy and also show you how unified APIs can help you launch integrations 10x faster.

In this guide, we deep dive into the following topics:

• What is a unified API and when to use one
• The components of unified API
• The ROI of using a unified API
• Factors to consider before choosing a unified API provider
• Comparative analysis of different approaches to building integrations
• Build vs Buy: What should be your integration strategy?
• Integration challenges for startups and how to address them

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Download your guide here.

Today, SaaS integrations have become a necessity considering the current market landscape ensuring faster time to market, focus on product innovation and customer retention. A standard SaaS tool today has 350+ integrations, where as an early startup has minimum 15 product integrations in place.  

However, building and managing customer facing integrations in-house can be a daunting task, considering they are complicated, expensive and their volume and scope is ever increasing. With rising customer demands for a connected SaaS ecosystem, product owners are always on the lookout for ways to significantly increase their integration shipping time. Therefore, the integration market has seen the steady rise of API aggregators or unified APIs. 

This article will help you understand the diverse aspects of unified API, benefits and how you can choose the right one. 

Here’s what we will discuss here:

• What is a unified API
• Rise of unified API
• Key components of unified API
• Benefits of unified API
• ROI of unified APIs
• How unified APIs ensure a more secure connection
• When to choose a unified API vs build integrations in-house
• Workflow automation tools vs unified APIs
• How to choose the right unified API provider

Let's get started.

What is a unified API?

A unified API is an aggregator or a single API which allows you to connect with APIs of different software by offering a single, standardized interface for different services, applications, or systems. Furthering SaaS integrations, it adds an additional abstraction layer to ensure that all data models and schemas are normalized into one data model of the unified API. 

Rise of unified API

As the volume of integrations have seen an exponential increase, the use of APIs has become more pronounced. With more APIs, complexity and costs of integrations are also increasing. Therefore, the reliance on unified API has seen an increase, guided by the following factors:

Increased API use

• 90% of the entire developer population across the world uses APIs
• 69% developers work with third party APIs
• 98% of large enterprises consider APIs an essential part of their digital transformation strategy
• 53% enterprises are consuming 3rd party APIs for developing products and services

To know more about API integration, its growth, benefits, key trends and challenges and increased use, check out our complete guide on What is API integration? 

High cost of in-house integrations

• Integrations can take anywhere between 2 weeks to 3 months to build, keeping an average of 4 weeks
• Building integrations require expertise and bandwidth of engineering teams, including QA engineers, product managers and software developers, whose salary can range from USD 80K to USD 125K
• Therefore, the average cost per integration comes to USD 10K, and companies generally use 100+ integrations, at least 15-20 at a lower spectrum, leading to USD 150K- 200K of integration costs

Building and managing integrations is complex

• APIs within the same software category can have different schemas and data models, requiring engineering teams to gain knowledge of different rules and architecture
• Full version APIs might not be freely available for all applications, some might come at an additional cost or premium upgrade
• Maintaining integrations can be difficult, especially when an API fails, and customer success teams lack the expertise to address these challenges 

Together these factors have been instrumental in the rise of unified API as a popular approach to facilitate seamless integrations for businesses.  

Key components of unified API

Let’s quickly walk through some of the top traits or components which form the building blocks for a good unified API. Essentially, if your unified API has the following, you are in good hands:

Data retrieval and aggregation

As the user requests for data, the Unified API efficiently retrieves relevant information from the concerned APIs. It also aggregates data from multiple APIs, consolidating all required information into a single API call. 

For instance, in a scenario where a user seeks an employee's contact and bank account details, the Unified API fetches and aggregates the necessary data from multiple APIs, ensuring a seamless user experience.

Normalization

Each application or software that your users want integration with will have distinct data models and nuances. Even for the same field like customer ID, the syntax can vary from cust_ID ro cus.ID and innumerable other options. 

A unified API will normalize and transform this data into a standard format i.e. a common data model and align it with your data fields to ensure that  no data gets lost because it is not mapped correctly. . 

Developers save engineering efforts for mapping, identifying errors in data exchange and understanding different APIs to facilitate normalization and transfer.  

Data sync

Once the data is normalized, the Unified API prepares it for transmission back to the user. This can be executed either via a webhook or by promptly responding to the API request, ensuring swift and efficient data delivery.

Some unified API requires you to maintain a polling infrastructure for periodically pulling data from the source application. While other unified APIs like Knit, follow a push architecture where in case an event occurs, it automatically sends you fresh data to the webhook registered by you.

Benefits of unified API

Now that you understand what constitutes a good unified API, it is important to understand the benefits that unified API will bring along. 

Faster time to market and scalability

Unified API allows engineering teams to go to the market faster with enhanced core product functionalities as time and bandwidth spent on building in-house integrations is eliminated. It enables accelerated addition or deletion of APIs from your product, creating the right market fit. At the same time, you can easily scale the number and volume of integrations for your product to meet customer demands, without worrying about time and cost associated with integrations. 

Reduced costs

As mentioned, building integrations with different APIs for different applications can be highly cost intensive. However, with a unified API, businesses can significantly save on multiple engineering hours billed towards building and maintaining integrations. There is a clear decrease in the hard and soft costs associated with integrations with a potential to save thousands of dollars per integration.  

Reduced maintenance responsibilities

Maintaining several APIs for integrations can be as difficult or at times more difficult than building integrations, as the former is an ongoing activity. A unified API takes out the friction from maintaining integrations and takes care when an API fails, or the application undergoes an upgrade, etc. Also, maintenance responsibilities involve context switching for engineering teams, which leads to a significant wastage of time and efforts. A unified API bears full responsibility for troubleshooting, handling errors and all other maintenance related activities. 

Managing integrations can be time and cost intensive, leading to unnecessary delays, budget challenges and diversion of engineering resources. Our article on Why You Should Use Unified API for Integration Management discusses how a unified API can cut down your integration maintenance time by 85%

Ease of documentation and KT

A unified API ensures that you don’t need to bury yourself in 1000s of pages of documentation for each and every integration or application API. Rather, it allows you to simply gain knowledge about the architecture and rules of the endpoint and authentication for the unified API. Invariably, the documentation is easy to understand and the knowledge transfer is also seamless because it is limited to one architecture. 

Standardized pagination

Pagination, filtering and sorting is an important element when it comes to integration for businesses. All these three elements help applications breakdown data in a way that is easier to consume and use for exchange. A unified API ensures that there is a standardization and uniformity between different formats of pagination, sorting and filtering among applications and it is extremely consistent. This prevents over-fetching or under-fetching of data, leading to more efficient data exchange. 

If you want to learn more about pagination best practices, read our complete guide on API pagination

New revenue opportunities

Finally, a unified API helps you create new revenue or monetization opportunities for businesses by allowing them to offer premium services of connecting all HRIS or CRM platforms on an integrated platform. A unified API has the potential to help customers save time and cost, something they would be willing to pay a little extra for. 

ROI of a unified API

While we have mentioned some of the top benefits of using unified APIs, it is very important to also understand how unified APIs directly impact your bottom line in terms of the return on investment. To enable SaaS companies to decode the business value of unified APIs, we have created an ROI calculator for unified API. Learn how much building integrations in-house is costing you and compare it with the actual business/monetary impact of unified APIs.

Some of the key tangible metrics that translate to ROI of unified APIs include:

I) Saved engineering hours and cost

II) Reduced time to market

III) Improved scalability rate

IV) Higher customer retention rate

V) New monetization opportunities

VI) Big deal closure

VII) Access to missed opportunities

VIII) Better security

IX) CTO sentiment

X) Improved customer digital experiences

To better understand the impact of these metrics and more on your bottom line and how it effectively translates to dollars earned, go to our article on What is the Real ROI of Unified API: Numbers You Need to Know.

Can unified API lead to better security?

A key concern for anyone using APIs or integrations is the security posture. As there is an exchange of data between different applications and systems, it is important that there is no unauthorized access or misuse of data which can lead to financial and reputational damage. Some of the key security threats for API include:

• Unauthorized access
• Broken authentication tokens
• Injection attacks
• Data exposure
• Rate limiting and Denial of Service (DoS) attacks 
• Third party dependencies
• Human error

Learn more about the most common API security threats and risks you are vulnerable to and the potential consequences if you don’t take action. 

A unified API can help achieve better security outcomes for B2B and B2C companies by facilitating:

1) Authentication and authorization

Unified API adopts robust authentication and authorization models which are pivotal in safeguarding data, preventing unauthorized access, and maintaining the integrity and privacy of the information exchanged between applications. Strong authentication mechanisms, such as API keys or OAuth tokens, are critical to securely confirm identity, reducing the risk of unauthorized access. At the same time role-based access control and granular authorization are integral following the principle of least privilege, giving users the least access which is required to perform their roles successfully. 

Check out this article to learn more about the authentication and authorization models for better unified API security. 

2) Continuous monitoring and logging

A unified API is expected to continuously monitor and log all changes, authentication requests and other activities and receive real time alerts by using advanced firewalls. Some of the best practices for monitoring and logging include using logging libraries or frameworks to record API interactions, including request details, response data, timestamps, and client information, leverage API gateways, to capture data like request/response payloads, error codes, and client IPs, configuring alerts and notifications based on predefined security thresholds. 

Our quick guide API Security 101: Best Practices, How-to Guides, Checklist, FAQs can help you master API Security and learn how unified APIs can further accentuate your security posture. Explore common techniques, best practices to code snippets and a downloadable security checklist.

3) Data classification

A good unified API classifies data to restrict and filter access. Data is often categorized between what is highly restricted, confidential and public to ensure tiered level of access and authentication for better security. 

4) Data encryption

Since data protection is a key element for security with a unified API, there are multiple levels of encryption in place. It involves encryption at rest, encryption in transit and application level encryption as well for restricted data. 

5) Infrastructure protection

Finally, a unified API ensures security by facilitating infrastructure protection. Security practices like network segregation, DDoS protection using load balancers, intrusion detection, together helps ensure high levels of security from a unified API. 

6) API rate limiting & throttling

As mentioned, APIs are prone to DDoS attacks due to high intensity of traffic with an attack intention. Rate limiting and throttling help maintain the availability and performance of API services, protect them against abusive usage, and ensure a fair distribution of resources among clients. 

Go to our article on 10 Best Practices for API Rate Limiting and Throttling to understand how they can advance API security and how a unified API can implement preventive mechanisms in place to handle rate limits for all the supported apps to make their effective use. 

When to choose a unified API?

As a business, you can explore several ways in which you can facilitate integrations rather than building them in-house. However, there are a few instances when you should be using a unified API particularly.

Case I: When you want to integrate applications within the same category

A unified API is one of the best integration solutions if you wish to connect APIs or applications within the same category. For instance, there can be several CRM applications like Salesforce, Zoho, etc. that you might want to integrate, the same goes for HRIS, accounting and other categories. Therefore, a unified API can be a great solution if you have similar category applications to integrate. 

Start syncing data with all apps within a category using a single Knit Unified API. Check out all the integrations available.

Case II: When you have different data models

Secondly, a major use case for unified API comes when you have applications which follow different datasets, models and architecture and you want to standardize and normalize data for exchange. A unified API will add an abstraction layer which will help you normalize data from different applications with diverse syntax into a uniform and standardized format. 

Case III: When you want to ensure data security

Next, when it comes to using a unified API, data security becomes a key benefit. Integrations and data exchange are vulnerable to unauthorized access and ensuring high levels of security is important. With factors like least privilege, encryption, infrastructure security, etc. a unified API is a good pathway to integration when security is a key parameter for you for decision making. 

You can easily check the API security posture of any unified API provider using this in-depth checklist on How to Evaluate API Security of a Third Party API Provider.

Case IV: When you have limited domain expertise

There might be times when your team doesn’t have the domain expertise for a particular application you might be using and may not be well versed with the terminologies there. For instance, if you are using an HRIS application and your team lacks expertise in the HR and payroll space, chances are you won’t be able to understand different data nomenclatures being used. Here, using a unified API makes sense because it ensures accurate data mapping across applications. 

Get Knit Unified API Key

Case V: When you don’t want to spend engineering time in understanding several APIs

Finally, a unified API is the right choice if you don’t want to spend your engineering bandwidth in understanding and learning about different API, their endpoints and architecture. Different APIs are built on REST, SOAP, GraphQL, each of which requires a high level of expertise and understanding, pushing companies to invest in developer hiring with relevant skills and experience. However, when it comes to a unified API, the engineering teams only need to learn about one endpoint and develop knowledge of a single architecture. Usually, unified APIs are built on REST. Thus, you should go for a unified API if you don’t want to invest engineering time in API education. 

If you find yourself conflicted between whether building or buying is the best approach to SaaS integrations and how to choose the right one for you, check out our article on Build vs Buy: The Best Approach to SaaS Integrations to make an informed decision. 

Unified API vs Workflow Automation

While building integrations in-house vs leveraging unified API are two approaches you can follow, there are other paths you can tread under the ‘buying’ integrations landscape. One of the leading approaches is workflow automation. Let’s quickly compare these two approaches under the buying integrations banner.

Workflow automation tools facilitate product integration by automating workflow with specific triggers. These are mostly low code tools which can be connected with specific products by engineering teams for integration with third party software or platforms. Choose workflow automation for:

• A low code integration solution
• One-off customer facing integration or integrations for internal use
• Limited functionalities for data normalization
• Off-the rack workflows and integration syncs

A unified API normalizes data from different applications within a software category and transfers it to your application in real time. Here, data from all applications from a specific category like CRM, HRMS, Payroll, ATS, etc. is normalized into a common data model which your product understands and can offer to your end customers. Use a unified API for:

• Standardized customer-facing integrations
• High levels of data normalization and standardization
• Scalable integrations that can be replicated across customers
• A native integration experience which can be scaled efficiently

For a more detailed comparison between these two approaches to make an informed choice about which way to go, check out our article on Unified API vs Workflow Automation: Which One Should You Choose?

How to choose the right unified API?

If you have decided that a unified API is the way to go for you to facilitate better integrations for your business, there are a few factors you must keep in mind while selecting the right unified API among the different options available.

1. Coverage of API endpoints and applications

Start by evaluating how many API endpoints does the unified API cover. As you know that APIs can be built of REST, SOAP, GraphQL, it is important that your unified API covers them all and ensures that you have to learn the rules of a single architecture. At the same time, it is vital that it covers all or at least most of the applications or software that fall under the category you are looking for in a unified API. For instance, there can be thousands of applications within the HRIS category, you must evaluate if the unified API ensures that all HRIS applications or the ones that you use/ might need in the future are covered. 

Taking this example forward, here is a quick comparison between Finch and Knit on which unified HR API is most suited for user data, security and management. 

2. Data storage and security

Second, we mentioned that a good unified API provides you with a strong security posture.Therefore, it is important to check for the encryption and authentication models it uses. Furthermore, security parameters on least privilege, etc. must also be accounted for. A related factor to security is data storage. On the one hand, you must ensure that the unified API is compliant with data protection and other confidentiality laws, since they might have access to your and your customer’s data. On the other hand, it is equally important to ensure that the unified API doesn’t create a copy of customer data which can lead to security risks and additional storage costs. 

3. Pricing structure

Next, you need to check the pricing structure or pricing model being offered by the unified API. Pricing structures can be based on per customer along with platform charges, flat rates for a fixed number of employees and API call based charges. Increasingly, API call based charges are considered to be the most popular among developers as they turn out to be the most cost effective. Other pricing models which are not usage based can be very expensive and not sustainable for many companies. 

4. Data sync model

A unified API can have data sync in different ways, either it is polling first or webhooks first. Gradually, developers are preferring a webhooks first approach where customers don’t have to maintain a polling infrastructure as data updates are dispatched to customers' servers as and when they happen. Depending on your needs, you must evaluate the unified API based on the data sync model that you prefer. 

If you are confused between which unified API provider to choose, here’s a quick comparison of Knit and Merge, two leading names in the ecosystem focusing on data syncs, integration management, security and other aspects to help you choose the platform which is right for you. 

5. Monetization opportunities 

Finally, you should look for unified APIs which can provide you with monetization opportunities in addition to reduced costs and other benefits mentioned above. Gauge and evaluate whether or not the unified API can help you provide additional functionalities or efficiencies to your customers for which you can charge a premium. While it might be applicable for every application category you use, it is always good to have a monetization lens on when you are evaluating which unified API to choose. 

6. Scalability

Make sure your unified API can grow as you add more integrations and data load. Check if it can handle your current and future integrations. Also, ensure it can manage large amounts of data quickly. Use batch processing to handle the incoming data from different sources efficiently.

While these are a few parameters, explore our detailed article on What Should You Look For in A Unified API Platform? while evaluating an API management tool for your business.

7. Integration maintenance

It is important the unified API not only helps you build integrations but also enables you to maintain them with detailed Logs, Issues, Integrated Accounts and Syncs page and supports you to keep track of every API calls, data syncs and requests. 

Learn how Knit can help you maintain the health of your integrations without a headache.

Wrapping up: TL:DR

To conclude, it is evident that unified APIs have the potential to completely reinvent the integration market with their underlying potential to reduce costs while making the entire integration lifecycle seamless for businesses. Here are a few key takeaways that you should keep in mind:

• A unified API adds an abstraction layer to connect different API for software in the same category
• The high costs of building and maintaining integrations along with the engineering team drain are the major factors leading to the rise of the unified API
• It is important to ensure that your unified API normalizes and standardizes data for exchange
• Security in the form of authentication, encryption, least privilege, data classification, etc. are important parameters that make unified API a preferred choice
• A unified API is the best option when you wish to integrates similar software category applications and don’t wish to spend engineering bandwidth on learning different architectures
• Using a unified API can help developers take their products to market faster and scale seamlessly, addressing increasing customer integration needs
• Factors like data storage, pricing, data sync models, coverage, etc. must be considered while choosing the right unified API for your business

Overall, a unified API can help businesses integrate high volumes of applications in a resource-lite manner, ultimately saving thousands of dollars and engineering bandwidth which can be invested in building and improving core product functionalities for better market penetration and business growth.

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If you are looking to build multiple HRIS, ATS, CRM or Accounting integrations faster, talk to our experts to learn how we can help your use case

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As integrations gain more popularity and importance for SaaS businesses, most companies focus on the macro benefits offered, in terms of addressing customer needs, user retention, etc. 

We have discussed all of that in our detailed article on ROI of Unified API

However, having integrations translates to a tangible impact on a company’s bottom line which must be captured. 

In this article, we will discuss the top metrics that companies can track to measure the ROI of product integrations and attribute revenue value to them. We will also share the formulas, so that you can test it for your business.

The monetary impact of implementing unified API can be measured in terms 3 direct values as well as a host of costs saved per integration. We will discuss all of them below.

Note: Typically, it takes a SaaS developer 4 weeks to 3 months  to build and launch just one API integration — from planning, design and development to implementation, testing and documentation. The number can be as high as 9 months. For the sake of simplicity, we will take the most conservative number i.e. the minimum it would take you to launch one customer facing integration – 4 weeks.

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1. Additional Value Unlocked with Each New Integration

When a new integration is added, it opens doors to new customers who are loyalists with the product being integrated. This leads to new revenue which can be added.

‍To calculate the revenue add:

1. Number of customers with the partner X (% of these customers who could potentially become your customers/100) = Total new opportunities
2. Total new opportunities X (Your average close rate/ 100) = Estimated new customers
3. Estimated new customers X average annual revenue per customer = Additional revenue generated via integrations

Taking a few assumptions such as:

• Your average close rate = 5% 
• Average revenue per customer = $5000

Additional revenue with each integration can be:

1. 10,000 X (1/100) = 100 new opportunities
2. 100 X (5/100) = 5 new customers
3. 5 X USD 5,000 = USD 25,000

Each new integration has the potential to unlock ~USD 25K or more to your revenue base each year. 

2. Accelerated Sales Cycle and Revenue Realization Time

Next, you need to calculate how integrations impact your sales cycle and revenue realization timelines.

Compare how long it takes for your sales team to close deals when integrations are involved versus when there is no integration requirement or you don’t have the requisite integrations. 

Suppose if you are able to close the deals with integrations 3 weeks faster, then the ROI translates to: 

No of weeks saved X annual customer revenue/ 52

= 3 X (5000/ 52)

= 3 X 96

= ~USD 280/ customer

If you build integration in-house, the delay in deal completion due to the longer integration launch time can cost you ~USD 300 per customer. Plus, the

Retention and Renewals

Integrations directly have an impact on customer retention and renewals. If you offer mission critical integrations, chances are your recurring revenue from existing customers will increase. To calculate the ROI and revenue addition from this angle, you need to: Capture the renewal rate of customers using integrations. 

Let’s say renewal rate is 20% higher than those who don’t use integrations, then the ROI becomes:

Number of customers renewing without integrations: 100 

Number of customers renewing with integrations: 120 

Annual revenue per customer: USD 5000

Then,

Additional revenue due to integrations: Average revenue per customer X Additional customers due to integrations

= USD 5000 X 20

=~USD 100,000

Total Cost Saved with Unified APIs

Once you have a clear picture of the revenue derived through integrations, let’s look at how unified API makes this revenue realization faster, greater and better:

Assumptions:

Salary of a developer: USD 125K

Average time spent in building one integration: 6 weeks*

Average time spent on maintaining integrations every week: 10 hours 

*This is a very conservative estimate. In reality, it usually takes more than 6 weeks to launch one integration

From a simple cost perspective, the ROI of using a unified API vs a DIY approach translates to 20X cost savings in direct monetary terms.

Other RoI Metrics

Some of the other areas to gauge the increase in ROI with unified API include:

Assumptions:

Annual revenue per customer: USD 5,000

Minimum average time spent in building one integration: 6 weeks

Average annual revenue of a big deal: USD 70,000

Average time spent on maintaining integrations: 10 hours/ week

It is evident that both from a cost and income lens, a unified API brings along significant ROI which reflects tangible impact on the business revenue. 

Note: We have taken a very conservative measure while choosing average time to build integrations, average developer salary and number of people associated with building integrations. 

In reality, one integration can take up to a quarter to build one integration, the average annual compensation package of a developer can be up to $250,000 and along with one or more developer(s), a single integration also requires the bandwidth of product managers, design team or project managers. This means the cost incurred for building integrations in-house is actually higher.  

You can put the formulas above in an Excel sheet and check how much every integration is costing you each week. Download this ROI Calculator for your future reference.

Ready to build?

Are you looking to accelerate your product roadmap, let Knit take care of your integrations so that your developers can focus on core product features. Let us save your time and cost.

Get your API keys or book a quick call with one of our experts for a more customized plan

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Note: You can check our ROI calculator to have a realistic measure of how much building integrations in-house is costing you as well as gauge the actual business/monetary impact of unified APIs. You can also download the calculator for future reference, here

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Building a SaaS business without integrations is out of question in today’s day and age. However, the point that needs your focus today is how you are planning to implement integrations for your business. Certainly, one way to go is to build and manage all your integrations in-house. Alternatively, you could outsource the entire heavy lifting and simply adopt a unified API which allows you to integrate with all SaaS applications from a specific vertical with a single API key. 

Of course, each one has its pros and cons (we have discussed this in detail in our article Build vs Buy) , but when it comes to calculating the ROI or the return on investment, a unified API takes the lead. 

In this article, we will discuss how adopting a unified API can exponentially benefit your bottom line compared to the investment you make along with research backed data and statistics.

I) Saved engineering hours and cost

Let’s start with the first and most prominent area of cost and return on investment for integrations, engineering or IT labor hours. 

Generally, building an integration requires normalization of APIs and data models from each SaaS application that you seek to use. Invariably, each integration requires the expertise of a developer, a product manager and a quality assurance engineer, in varying capacities. Each integration can take anywhere between a few weeks to a few months to complete. 

So, if you build an integration in house, it can cost you around 10-15k USD. Now, consider if you are using 5 integrations for a specific category of software e.g. building HRIS integrations. It can cost you as much as 50-75k USD. At the same time, you will also spend many engineering hours not only building the integrations but also managing them indefinitely. And, this is only for one integration vertical. If you decide to expand your integration catalog to other categories such as ATS, CRM, accounting, etc, the number is much higher.

On the contrary, if you go for a unified API, your engineering team has to focus its energy and resources only on one API, which comes at a fraction of the cost and engineering hours.

II) Reduced time to market

Time to market, first mover advantage and market penetration are three areas that directly impact competitive advantage for any SaaS company. 57% of companies state that gaining a competitive advantage is one of the top 3 priorities in their industry. 

The ROI of a unified API can be easily expanded to gaining this competitive advantage as well. A direct by-product of saving engineering hours with a unified API is that you can get started with integrations from day one and don’t have to wait for weeks or months for the integrations to be built. Moreover, you can deploy your valuable engineering resources on improving your core product instead of spending it on integration development and maintenance.

At a time when 53% of CEO’s are concerned about competition from disruptive businesses; reduced time to market with a unified API, gives businesses the first mover advantage and addresses their concerns of being replaced by competition. 

III) Improved scalability rate

The next return on investment parameter that you need to consider for making a case for unified APIs is how fast you are able to scale. 

It is not about adding only one integration to improve customer satisfaction. Rather, you need to scale your integrations one after the other, faster than your competitors. 

Now, if you build integrations in-house, chances are you will take at least a few weeks for each integration, making scalability a challenge. 

Contrarily, with a unified API, you are able to scale faster as it enables you to seamlessly add more integrations with a single API. You don’t need to spend time and resources on normalizing data from each application that needs to be integrated. 

When you scale quickly, you are able to meet the increasing and dynamic customer demand, resulting in more closed deals in less time. 

Also Read: State of SaaS Integration Report 2023

IV) Higher customer retention rate

Customer retention is a key growth metric for any SaaS business. 

Research shows that a 5% increase in customer retention results in 25 – 29% increase in revenue. Furthermore, retaining existing customers has been shown to increase profitability by 25% to as much as 95%. Together, these data points clearly depict how customer retention impacts your bottom line. 

From an API and integration lens, chances are that your existing customers will gradually demand for new integrations during the course of your association. In case you deny them the integrations due to lack of engineering resources, or divert your IT hours towards building them in-house (which can take weeks!) — chances are that your customers will move to your competitor. 

However, providing those integrations is the only way to retain your customers. Invariably, if you want to facilitate customer retention without too much capital investment, unified APIs are the way to go. They enable you to quickly add integrations to your product, without heavy upfront costs and the customers who you are able to retain have the potential to add significant revenue to your bottom line. 

V) New monetization opportunities

Interestingly, you can use integrations not only to support your product but can also monetize them depending on how you are able to integrate them with your solution. Based on the integration, you can define specific use cases for businesses which can help them understand how their integrations can make an impact for them beyond just data exchange. For instance, you might be able to create revenue opportunities by enabling your customers to leverage API data to redefine their business models. 

However, this monetization is only possible when you can scale fast and are able to add integrations as well as customize them for your customers. If you are building integrations in-house, this speed and customization may not be possible. However, a great ROI for unified APIs is ensuring that the cost of procuring the unified API is significantly surpassed with the new revenue it brings to the table. 

VI) Big deal closure

Enterprise customers who generally offer big deals believe in the power of integration and wish to stay away from data silos. These companies want your product to come with specific integrations that can help them integrate all data from different applications. At the same time, these companies don’t want to wait too long to get their hands on your product. 

If they have to wait for weeks to start using your product because you are delayed in building integrations in-house, chances are they will sign up with your competitor. 

Therefore, a high ROI way of closing big deals is to go with a unified API over in-house integrations, providing a seamless sales experience. 

VII) Access to missed opportunities

Research shows that 46% of sales inquiries are missed opportunities. While there may be different reasons for missed opportunities for different industries, a big reason for many SaaS platforms is the inability to provide integrations prospects are asking for. 

Chances are high that your sales team is struggling hard because your platform lacks integrations or because the time to market is too slow. This will lead to missed sales opportunities with your potential customers going to your competitors. 

However, with a unified API, you can add integrations based on customer needs, without having to navigate the waiting period that comes along with in-house integration building. Therefore, the speed of execution that comes with a unified API ensures that you are able to capture and convert all sales opportunities that come your way. 

This is a direct return on investment, with a potential to increase your conversion rate by almost 50%. 

VIII) Better security

Since integrations are all about data exchange and management, security is often a key area of concern. This suggests that your security posture from an integration standpoint can make or break your business. 

Research shows that 91% of organizations had an API security incident in 2020. 

From a security lens, encryption, classification, monitoring and logging play a major role in integration. 

However, taking care of it all in-house during building and maintenance can be tricky and cost intensive. Every time there is a security concern, your in-house team will be required to take care of all troubleshooting as well as responding to your end customers. 

Fortunately, these security concerns are taken care of by the unified API provider and the onus doesn’t lie with your engineering team. Security occurrences are also accompanied with downtime costs, which can be resolved faster by third party providers. 

Thus, if you look at the return on investment from a security standpoint, a unified API will help you significantly reduce the costs from security incidents. Even if these incidents happen, all efforts to remedy the same are taken care of by the unified API provider, making security management seamless for you. 

IX) CTO sentiment

When measuring your return on investment or costs associated with integrations, you need to also take into account the soft costs. Here, catering to the CTO sentiment is extremely important. 

• On one hand, building integrations in-house puts the pressure on your CTO to hire more resources with specific skills, which is complicated, and an added IT expense. Research shows that 67% of the digital leaders are struggling with a skills shortage. 
• On the other hand, even when there are enough resources, CTOs struggle with allocating bandwidth to anything other than their core product feature or enhancement. Invariably, diverting attention to building integrations in-house has repercussions on the core product, delaying release. 

Together, these factors lead to CTO frustration and resentment. 

However, with a unified API, the CTO can focus all their engineering resources on the core project at hand, ensuring quality delivery in a timely manner. 

This CTO motivation along with enhanced product delivery is another way how a unified API surpasses in-house integration building from an ROI perspective. 

X) Improved customer digital experiences

Customer experiences are a core tenet guiding return on investment for businesses.

86% of buyers are willing to pay more for a great customer experience. This suggests that if you are able to create a great customer experience with integrations, you can secure more revenue. There are several reasons why a unified API can help you in creating exemplary customer experiences. 

First, unified APIs give a native experience to customers and are built by experts. When building integrations in-house, chances are that you may or may not be able to achieve the right mark. Second, many unified APIs come in the form of a white label solution to which you can add your own branding seamlessly. 

If your customers have a great experience, chances are high that they are willing to pay a premium for this experience, leading to a clear ROI for your business with a unified API.

How to compare the ROI for unified API vs in-house integrations 

If you are deciding between the build vs buy approach for customer-facing integrations, consider the following ROI metrics for both the scenarios:

1. Total cost of integrations

For a unified API, consider the cost of procurement and one time installment. Whereas for in-house integrations, calculate the capital investment and engineering cost. Here, you will get a clear picture of where the cost is higher from a short term and a long term view. 

2. Current market landscape

Second, for your ROI, you need to understand how quickly you wish to move. If there are no competitors for you, you can take time to build integrations in-house. However, if there are others already capturing the market, you need to move fast. Therefore, consider your time to market. 

3. Number of integrations

Next, from an ROI perspective, check how many integrations you need to have. If there are only a couple of them, you can consider building them in-house. But as the number of integrations increase, building in-house will become more expensive with declining return. 

4. Resource bandwidth

Finally, you need to understand how diverting resources to integrations will impact your product lifecycle. If this leads to product release delays, impacting your core revenue, building integrations in-house can be very costly, surpassing the ROI. 

Final Thoughts

Overall, it is quite evident that you can achieve a higher ROI if you go the unified API route, especially if you want to scale fast. At the end, you should simply weigh the costs associated with each in terms of set up, maintenance, security and the new revenue they bring along with customer retention, experience, monetization, scalability, etc. 

Knit unified API helps you to integrate multiple HRIS, ATS and communication apps with a single API key for each category, reducing repetitive work. Knit also provides on-going integration management and support for your CX teams. Explore the suitability of our Knit API for your use case by signing up for free. Get API keys‍

In today's SaaS business landscape, to remain competitive, a product must have seamless integration capabilities with the rest of the tech stack of the customer. 

In fact, limited integration capabilities is known as one of the leading causes of customer churn. 

However, building integrations from scratch is a time-consuming and resource-intensive process for a SaaS business. It often takes focus away from the core product.

As a result, SaaS leaders are always on the lookout for the most effective integration approach. With the emergence of off-the-shelf tools and solutions, businesses can now automate integrations and scale their integration strategy with minimum effort.

In this article, we will discuss the pros and cons of two most popular integration approaches: Unified APIs and Workflow Automation tools and provide you with clear instructions to choose the approach that suits your specific product integration strategy. (We also have a checklist for you to quickly assess your need for the perfect integration approach in this article. Keep reading)

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We will get to the comparison in a bit, but first let’s assess your integration needs. 

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Types of product integrations

In order to effectively address customer-facing integration needs, it is crucial to consider the various types of product integrations available. These types can vary in terms of scope and maintenance required, depending on specific integration requirements. 

To gain a comprehensive understanding of product integrations, it is important to focus on two key aspects. 

• Firstly, identifying the applications that need to be integrated to determine the scope of the integration. 
• Secondly, considering the number of integrations that will need to be regularly managed as time progresses.

Based on these considerations, you can gauge whether or not you will be able to take care of your integration needs in-house. 

Read: To Build or To Buy: The practical answer to your product integration questions

1) Internal integrations

When working on any product, it is often beneficial to connect it with an internal system or third-party software to simplify your work processes. This requires integrating two platforms exclusively for internal use. 

For example, you may want to integrate a project management tool with your product to accelerate the development lifecycle and ensure automatic updates in the PM tool to reflect changes and progress.

In this scenario, the use case is highly specific and limited to internal execution within your team. Typically, your in-house engineering team will focus on building this integration, which can be further enhanced by other teams who reap its benefits. Overall, internal integrations are highly distinct and customizable to cater to individual organizational needs.

2) Occasional customer-facing integrations

Another type of integrations that organizations encounter are occasional customer-facing integrations, which are not implemented at scale. Occasional customer-facing integrations are typically infrequent and arise as specific requests from customers.

In these cases, customers may have specific software applications that they regularly use and require integration with your platform for a seamless flow of data and automated syncing. For example, a particular customer may request integration of Jira with your product, with highly specific requirements and needs.

In these situations, the integration can be facilitated by the customer's engineering team, third-party vendors, or other external platforms. The resulting integration output is highly tailored and may vary for each organization, even if the demand for the same integration exists. This customization ensures that the integration reflects the structures and workflows unique to each customer's organizational needs. 

3) Scalable customer-facing integrations

Finally, there will be certain integrations that all your customers will need. These are essential functionalities required to power their organizational operation. 

Instead of being use case or platform specific, scalable or standardized customer facing integrations are more generic in nature. For instance, you want all your customers to be able to connect the HRMS platform of their choice to your product for seamless HR management. 

These integrations need to be built and maintained by your team, i.e. essentially, fall under your purview. You can either offer these integrations as a part of the subscription cost that your customers pay for your software or as add-ons at an extra cost. Offering such integrations is important to gain a competitive edge and even explore a new monetization model for your platform. 

Standardizing the most common integrations is extremely helpful to provide your customers with a seamless experience. 

Different approach to integrations

While companies can always build integrations in-house, it’s not always the most efficient way. That’s where plug-and-play platforms like unified APIs can help. Let’s look at the top approaches to leveraging integrations. 

1) In-house integration development and maintenance

Undoubtedly, the most obvious way of integrating products with your software is to build integrations in-house. Put simply, here your engineering team builds, manages and maintains the integrations. 

Building integrations in-house comes with a lot of control and power to customize how the integration should operate, feel and overall create a seamless experience. However, this do-it-yourself approach is extremely resource intensive, both in terms of budgets and engineering bandwidth. 

Building just integration can take a couple of months of tech bandwidth and $10-15k worth of resources. Integration building from scratch offers high customization, but at a great cost, putting scalability into question. 

2) Workflow automation 

Workflow automation tools, as the name suggests, facilitate product integration by automating workflow with specific triggers. These are mostly low code tools which can be connected with specific products by engineering teams for integration with third party software or platforms. 

A classic example is connecting a particular CRM with your product to be used by the end user. Here, the CRM of their choice can be integrated with your product following an event driven workflow architecture. 

Data transfer, marketing automation, HR, sales and operations, etc. are some of the top use cases where workflow automation tools can help companies with product integrations, without having to build these integrations from scratch. 

3) Unified API / API Aggregators

Finally, the third approach to building and maintaining product integrations is to leverage a Unified API. Any product that you wish to integrate with comes with an API which facilitates connection and data sync. 

A unified API normalizes data from different applications within a software category and transfers it to your application in real time. Here, data from all applications from a specific category like CRM, HRMS, Payroll, ATS, etc. is normalized into a common data model which your product understands and can offer to your end customers. To learn more about how unified APIs work, read this

By allowing companies to integrate with hundreds of integrations overnight (instead of months), a unified API enables them to scale integration offerings within a category faster and in a seamless manner. 

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Now that you have an understanding of the different types of integrations and approaches, let’s understand which approach is best for you, depending on your scope and needs. 

When to use Unified API

If you want scalable and standardized integrations, choosing a unified API is a sensible option. Here are the top reasons why unified API is ideal for standardized customer-facing integrations: 

• They cover almost all integrations within a particular category or type. This suggests that you can integrate with all CRM platforms, including Salesforce, Zoho, etc using just one unified CRM API for example. (Check out Knit’s integration catalog across ATS, HRIS, Payroll. CRM and Accounting software)
• Integration code is universal. You just need to integrate the unified API code into your application for a particular category once. Even when new apps are added within the unified API category, you automatically get access to and start syncing data with the new app without writing any additional line of code. This means that you build once and scale perpetually. 
• It is extremely developer friendly and doesn’t require a lot of technical expertise or engineering bandwidth to understand and execute. 
• You can retain a great degree of control. The integration backend can be managed by your engineering team, keeping control of transfer logic and also facilitating high levels of security. 
• The data you receive into your product is normalized and can be directly synched without the need for any processing or transformation. (Moreover, unified APIs like Knit also allow you to map any custom data field from a specific integration that’s not included in the standardized model. Learn more)
• Most unified APIs completely take care of integration maintenance once it is built. It means, your tech team need not worry about addressing ongoing customer issues at all. 

However, if you want only one-off integrations, with a very high level of customization, using a unified API might not be the ideal choice. 

Therefore, choose a unified API if you want:

• To create standardized customer-facing integrations
• High levels of data normalization and standardization
• Scalable integrations that can be replicated across customers
• Ability to add more integrations with minimal resource requirements
• To control the backend code and drive customizations to a certain extent 
• A native integration experience and feel and adherence to your brand guidelines

When to use Workflow Automation

Depending on the nature of your organization and product offerings, you might need integrations which are simple, external and needed to enable specific workflows triggered by some predetermined events. 

In such a case, workflow automation tools are quite useful as an integration approach. Some of the top benefits of using workflow automation to power your integration journey are as follows. 

• Negligible engineering expertise needed. Workflow automation tools are created in a drag and drop manner, facilitating low-code or no- code functionalities. Event triggers are all you need to facilitate data sync from integrations. 
• They come with pre-built connectors. This means that you can easily get started with pre-established workflows and integration patterns between different applications. 
• You can easily outsource integration or hand it over to teams beyond your core engineering team as integration using workflow automation doesn't require knowledge about your core product, etc. 

However, the low-code functionality comes with a disadvantage of lack of developer friendliness and incidence of errors. At the same time, data normalization is a big challenge for applications even within the same category. 

The presence of different APIs across applications necessitates the need to develop customized workflows. Invariably, this custom workflow need adds to the cost of using workflow automation when scaling integration. As API requests increase, workflow automation integration turns out to be extremely expensive. 

Therefore, choose workflow automation if you want:

• A low code integration solution
• One-off customer facing integration or integrations for internal use
• Limited functionalities for data normalization
• Off-the rack workflows and integration syncs

How to choose the right tool for your integration strategy?

In the previous section, we explored different scenarios for building product integrations and discussed the recommended approaches for each. However, selecting the appropriate approach requires careful consideration of various factors. 

In this section, we will provide you with a list of key factors to consider and essential questions to ask in order to make an informed choice between workflow automation tools and unified APIs.

1) Integration complexity

You need to gauge how complex the integration will be. Generally, standardized integrations which are customer facing and need to be scaled, will be more complex. Whereas, internal or one-off customer facing integrations will be less complex. 

Try to answer the following questions:

• How complex is your integration need?
• Do you want to connect with multiple applications within a category or only one?
• How much tech bandwidth do you need to spend on complex data transformation or normalization?

Depending on the nature and scope of complexity, you can choose your integration approach. More complex integrations, which need scale and volume, should be achieved through a unified API approach. 

2) Customization requirements

Next, you must gauge the level of customizations you need. Depending on the expectations of your customers, your integrations might be standardized, or require a high amount of customizations. 

If you need an internal integration, chances are high that you will need a great degree of customization. You may want to check on:

• What is the level of customization you need for your integrations?
• Do your customers need unique workflows in integrations? 

If you need to customize your integrations for specific workflows tailored to your individual customers, workflow automation tools will be a better choice.

Note: At Knit, we are working on customized cases with our unified API partners every day. If you have a niche use case or special integration need, feel free to contact us. Get in touch

3) Scalability and growth

It is extremely important to understand your current and expected integration needs. 

Internally, you might need a limited number of integrations, or if you have a very limited number of customers, you will only need one-off customer facing integrations. 

However, if you wish to scale the use of your product and stay ahead of competition, you will need to offer more integrations as you grow. Even within a category, you will have to offer multiple integrations. 

For instance, some of your customers might use Salesforce as CRM, but others might be using Zoho CRM. Invariably, you need to integrate both the CRM with your product. Thus, you must gauge:

• How many integrations do you need currently and what is the scale of growth expected?
• Do you need more than a few integrations or applications within the same category?
• How integral is integration scalability to your business or product growth?

If scaling integrations faster is your priority, unified APIs are the best choice for you.

4)Technical expertise available

Your choice of the right integration approach will also depend on the technical expertise available. 

You need to make sure that all of your engineering bandwidth is not spent only on building and maintaining integrations. At the same time, the integrations should be developer friendly and resilient to errors. 

Try to check:

• How much bandwidth does your engineering team have to dedicate to integrations, without diverting focus from core product? 
• Has your team worked with a particular integration approach in the past?
• Will your team need additional training to align well with the chosen integration approach?

It is important that not all your technical expertise is spent on integrations. An ideal integration approach will ensure that other team members beyond core engineering are also able to take care of a few action items. 

5) Turnaround time and budgets

You need to gauge how much budget you have to ensure that you don’t overshoot and stay cost effective. At the same time, you might want to explore different integration approaches depending on the time criticality. 

Time and budget critical integrations can be accomplished via unified API or workflow automation. It is important to take a stock of:

• What is the available budget you have for integration building and maintenance?
• How many integrations do you seek to accomplish with those budgets?
• What are the expected timelines for the integrations to be implemented?

It is important to undertake a cost benefit analysis based on the cost and number of integrations. 

For instance, a unified API might not be an ideal choice if you only need one integration. However, if you plan to scale the number of integrations, especially in the same category, then this approach will turn out to be most cost effective. The same is also true from a time investment perspective. 

6) Ecosystem support

When you go for an external integration approach like workflow automation or unified APIs, beyond in-house development or DIY, it is important to understand the ecosystem support available. 

If you only get initial set up support from your integration provider/ vendor, you will find your engineering team extremely stretched for maintenance and management. 

At the same time, lack of adequate resources and documentation will prevent your teams from learning about the integration to provide the right support. Therefore, it is ideal to get an understanding of:

• What is the support being offered by your integration partner?
• What are the capabilities available within your team to facilitate the integration process?
• Will the integration partner provide comprehensive documentation and resources for knowledge sharing?
• What is the quality of pre-built connectors/ API that are being provided?

7) Future outlook and considerations

Finally, integrations are generally an ongoing relationship and not a one-off engagement. The bigger your business grows, the higher will be your integration needs both to close more deals as well as to reduce customer churn.

Therefore, you need to focus on the future considerations and outlook. The future considerations need to take into account your scale up plan, potential lock-in, changing needs, etc. Overall, some of the questions you can consider are:

• How well will your integration approach support your scale up plan?
• Will the integration approach seamlessly adapt to the changing integration landscape?
• Are there lock-ins or commitments that come along with any particular approach?

Understanding these nuances will help you create a long-term plan for your integrations. 

Wrapping up: TL:DR

When building integrations, it is best to understand your use case or type of integrations that you seek to implement before choosing the ideal product integration approach. While there are numerous considerations you must keep in mind, here are a few quick hacks.

• Choose workflow automation for one-off customer facing integrations where you need a low-code editor with pre-built connectors. 
• On the other hand, go for a unified API approach if you want to create standardized customer-facing integrations which you can scale.

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Knit unified API helps you connect with multiple applications within the CRM, HRIS, ATS, Accounting, category in one go with just one API. Talk to one of our experts to explore your use case options or try our API for free

If you have a solution that you are selling to customers, the marketplace is definitely something you would have come across. Essentially, a marketplace is a digital store where you can showcase and sell your solution to a diverse set of audience. However, unlike physical products that are commonly sold on e-commerce marketplace, selling requires marketplace integration. 

In simple words, marketplace integration is all about connecting your software with any marketplace like Amazon, eBay, etc. to not only showcase your product and sell it, but also to leverage other services like marketing automation, shipping and inventory management, etc. 

Rise of marketplaces

In recent years, with the rise of digital selling and engagement, marketplaces have seen a sharp increase in their adoption both by customers as well as businesses providing different services and solutions. Here are some points which indicate that marketplace rise is likely to continue in the years to come:

• B2C marketplaces are estimated to reach $3.5 trillion in sales by 2024
• Global B2B ecommerce market size expands at a rate of 18.7%
• The Indian ecommerce market is one of the top 5 fastest growing countries in the world, sitting at 25.5% growth in sales in 2022

With immense potential in marketplaces, businesses are driving marketplace integration to build smooth connections with multiple marketplaces via their APIs to gain access to customer related information and use other services, to boost business growth with a personalized and effective customer and seller experience. 

Benefits of marketplace integration

Integrating with marketplaces not only allows you to sell your product on their platform, but also comes with several benefits that you cannot ignore, such as:

1. Data insights

A marketplace is not only a place to sell, but is a powerhouse of unparalleled data and information about your customers. With marketplace integration, you can easily get access to your customer data about orders, as well as other information about invoices, inventory, order management, and anything else that might be important for your business. At the same time, you can compliment this information with information from other services like marketing that you might be running for your marketplace listing, etc. Together, these data insights can help you monitor customer journeys and other details to make better business decisions. 

2. Better demand mapping

In uncertain market conditions, like the ones we are facing which are likely to continue, marketplace integration and data insights can help you forecast demand for your solution. This will help you optimize your business resources and prevent unnecessary expenses. Marketplace integration can help you understand customer demands and trends to create customer-centric sales and market plans, along with product enhancements. 

3. Real time updates

A marketplace provides real time updates on inventory and other factors. With marketplace integration, you can stay on top of your stocks, inventory in real time to adapt to the changes in sentiment. 

4. Deeper market penetration

If you are only operating through conventional channels, chances are you will be servicing very limited customers. However, with marketplace integration, you can significantly increase the pool of your target audience. You can enter into new markets and even new geographies. Marketplace integrations help you reach more people, build greater brand awareness and overall increase your market share. 

5. Marketing automation and other services

Marketplace integration is not only about connecting and facilitating data exchange with an e-commerce platform, it also ensures that you integrate other software that you use as a part of your marketplace selling. 

For instance, you can integrate it with your accounting software or your CRM or marketing automation software to take care of other parts of your business as well. Data from customer orders can directly be captured into your preferred CRM. Similarly, different customer triggers can lead to different marketing actions of sending personalized campaigns. Overall, marketplace integration ensures that you are able to connect all or most of the moving parts for marketplace selling to ensure everything works in tandem.  

6.  Zero context switching

One of the biggest advantages which takes cue from the above benefit is zero context switching. With marketplace integration, you can get access to all the information you need and actions you need to take within a single centralized dashboard. This ensures that you don’t have to toggle between different software to run your business. You can access all information together, saving hours of toggling and making sense of information.

How does marketplace integration work?

Now that you have a fair idea of the benefits that marketplace integration brings along, it is important to understand how marketplace integration works or the process that goes into achieving those benefits. 

Step I: Understand marketplace API and documentation requirement

Like any other software or platform out there, each marketplace has a unique API with comprehensive documentation that you need to gauge and understand. 

Therefore, the first step in the process of marketplace integration is to understand the APIs for different marketplaces, differences in their endpoints, schemas, syntax and data models. 

It is equally important to gather the documentation that goes along with it. An understanding of the API and documentation will help you decipher your major requirements or what you need to actually build the integration. 

Step II: Get your team in place

Once you have an idea of what it will take to build the integration, you need to make a choice of how you wish to achieve marketplace integration. 

You can choose one out of two options – either build marketplace integration or buy it. Here’s a detailed guide on how to decide whether you should Build or Buy integrations

Essentially, in the first option, you need to assemble an engineering team which will work on normalizing each API from different marketplaces to integrate with your platform and other ancillary software you might be using. In the second option, you can buy the integration or outsource the process in different ways like a unified API and shift the heavy lifting to an external source. 

Step IV: Undertake maintenance and support

Finally, once the marketplace integration is working smoothly with seamless data connectivity, you still need to take care of the maintenance and support. This is the ongoing integration management to ensure that your API doesn’t fail, troubleshooting happens on time, there is no unauthorized access, etc. 

If you outsource marketplace integration, the onus of maintenance falls on the third party provider, saving you millions of dollars and unnecessary tension. 

Challenges to marketplace integration

While there are several benefits of marketplace integration, the entire process comes with challenges that need to be addressed. Here is a list of challenges that you are likely to face if you are planning marketplace integration. 

1. Diverse APIs across marketplaces

The first major challenge is that each marketplace has a different API with a unique architecture and rules. This suggests that basic data about order name or invoice number will have different models and nuances for each. Invariably, addressing such unique architecture for each marketplace where the APIs are not uniform can be extremely challenging. 

2. Limited technical expertise

Taking cue from the point above, chances are high that each marketplace integration API will require specialist knowledge and expertise. Such technical expertise will be difficult to get in house among resources that you would hire, unless the tech domain is similar to what the marketplace integrations use. 

This gives you two routes to follow, either you compromise on the quality of the marketplace integration, or hire specialists for building and maintaining the integrations. (More on Build vs Buy approach, here)

3. Drain on engineering resources

Whichever way you choose to go, additional hiring or reallocation of existing engineering resources, marketplace integration will deviate energy from your core product strategy. 

• On one hand, if you hire additional tech talent, you will end up stretching your team budget on resources that don’t directly contribute to your bottom line in a tangible manner. 
• On the other hand, if you repurpose existing resources, you will delay your GTM speed. Since each marketplace integration can take up to a few months to be executed, chances are you will delay your product/ core business by several months and drain thousands, if not millions, of dollars on building integrations with all marketplaces. 

4. Heavy maintenance and support

Finally, marketplace integration is maintenance and support heavy. As marketplaces change and upgrade their platform, terms, etc. there is a subsequent change in their APIs. If you are managing marketplace integration in-house, you need to take care of all these changes to ensure connectivity. What is more challenging is that these API changes are sporadic and not uniform across marketplaces. This means that chances are you will be in a constant flux of addressing API upgrades and troubleshooting for different marketplaces your product is connected with. 

Difference between marketplace integration and integration marketplace?

A common term that might confuse you when you are working on marketplace integration is integration marketplace. While these might seem as synonymous and wordplay on the first look, a deeper dive makes it clear how they are different. 

While marketplace integration is connecting your software with marketplaces, integration marketplace is embedded within your product or solution which highlights the integrations your platform supports. 

For instance, your product might support integrations across CRM, communication applications, accounting platforms etc. Your integration marketplace will feature all these available integrations that your products support. 

Here, your end users can easily access these integrations and connect all the other applications they are using with minimal intervention from your side or even additional tech knowledge from a developer. Primarily, an integration marketplace seeks to help you provide integration self-service for your customers. It is a marketplace that showcases the integrations you have and direct your customers to connect their data and make full use of your application without context switching. 

How to achieve marketplace integration with a unified API?

As mentioned above, there are several challenges that you might come across while building marketplace integrations in-house. However, many fast growing companies and their CTOs are adopting a unified API to achieve marketplace integration in a seamless and results driven manner. Let’s look at some of the ways a unified API can help you with marketplace integration:

Single API for all marketplaces

A unified API adds an additional abstraction layer which allows you to connect with all marketplaces with a single API. you can seamlessly leverage real time data synchronization and normalization with a unification layer, without needing to work on a different API for each marketplace or each category of apps within a single marketplace.  

Smooth learning curve

Stemming from the benefit above, the learning curve for your engineering team becomes very smooth. Your developers no longer have to learn about architecture and schemas for different APIs for each marketplace. At the same time, they don’t have to normalize data based on different formats for each API. Simply put, the learning and knowledge transfer that is required for marketplace integration with a unified API is considerably lower than what you would expect in case you build it in-house. 

No need to engage with API providers

Next, a unified API takes care of all interactions and updates with the API provider, essentially the marketplace in this case. Whenever there is an upgrade or change in the native API, you don’t have to worry about troubleshooting or engaging with the API provider. That is taken care of by the unified API player. 

Your developers only need to focus on integrating with the unified API once, post which the burden and heavy lifting is off your shoulders. 

Reduced cost of integration and maintenance

Finally, a natural result of the above three advantages is the reduced cost of integration and maintenance. As mentioned, each marketplace integration can take up to months to build, accounting for the developer and product manager cost involved. Multiply this with the number of marketplace integrations you will need to build. 

Furthermore, additional engineering bandwidth and associated costs will also be saved that might go towards maintenance and upkeep of the integration to keep pace with marketplace API changes. Not to mention the accelerated go-to-pace and saved costs from preventing delays. Overall, using a unified API will be a cost effective solution for marketplace integration to connect your application with marketplace and other ancillary software. 

Looking to simplify your marketplace integration processes? Get started with the Knit Unified API

Wrapping Up: TL:DR

From a macro view, marketplace integration is a no brainer for today’s day and age. It is essential for businesses that want to stay relevant and address changing customer preferences and demands, while making the entire customer journey exemplary. Overall, you need to keep a few points in mind:

• Marketplace integration can help you manage all data insights from a single dashboard
• It can help you penetrate into new markets and gain a competitive edge quickly
• Remember, marketplace integration is not the same as integration marketplace
• However, marketplace integrations can be full of technical challenges with different API for each marketplace and other obstacles
• With a unified API, you can bridge these challenges where developers only have to learn about one API which will integrate and manage all others

Therefore, it is a boon for businesses that the rise of marketplaces and marketplace integrations has been accompanied by the rise of unified APIs which make the experience seamless and results driven, leading to significant business impact. 

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Integrations play an important role for any SaaS business. However, building and maintaining all integrations in-house can be a development and technical nightmare for developers as it takes the focus away from core product functionalities. In this article, we will focus on how iPaaS, a cloud-based platform for integrations, can help B2B companies seamlessly manage integrations without any additional technical expertise or resources by addressing integration management challenges.

Integration management

Before moving onto some of the challenges that developers face with integration management and how iPaaS can help, let’s look at what exactly is integration management. Integration management essentially begins once you have built or deployed the integrations and they are now ready to be used. It includes:

Authorization and Authentication

Integration management starts with authorization which ensures that only applications which have the right permissions are able to access data from other connected applications in the integration ecosystem. It generally involves providing an API key or other access key for the requesting system. 

Authentication is an important aspect of every integration which helps the different applications being used in authenticating the identity of the user. It ensures that only credible users or those who are authorized to access or exchange data from a particular application get access to the integration. When a company is using several integrations together, each one needs to be authenticated separately. It is essential to ensure the integrity and the security of the systems being integrated and prevent unauthorized access. 

Configuration

Integrations need to be configured for the end user either on the cloud or on premise. It involves defining parameters for data exchange, interfaces, protocols, etc. Under configuration, developers generally set the limits for data exchange and access, establish connectivity via APIs, web services and even configure security and authentication. Configuration ensures that the integration has been set up properly and is able to function smoothly and effectively. Furthermore, configuration helps keep pace with incremental changes in the applications being integrated. 

Another part of configuration is the kind of data an integration reads, shared by another application. For instance, a HRIS will typically have data on employee name, payroll, timesheet, attendance, leave requests, etc. However, an employee communication integration will not need access to all this data. Thus, configuration involves ensuring that data limits are set appropriately to ensure that only necessary data is shared. Each of such data limits constitute a separate configuration. 

Maintenance

Finally, integration maintenance ensures that integration between two or more applications in place is working smoothly. This involves keeping a check of regular updates, monitoring performance and troubleshooting to fix bugs, and maintaining support documentation with key changes. Maintenance is instrumental in facilitating the overall success of the integration ensuring its sustainability and scalability for integration performance. Integration maintenance includes ongoing activities and processes for integration effectiveness. 

Challenges to in-house integration management

As you would have noticed by now, integration management in-house requires a lot of technical expertise and bandwidth. This will either require redirection of existing resources or hiring of new ones, both of which require additional budgets and costs. In fact, each of the components of integration management bring along unique challenges for in-house developers. Let’s look at some of the top challenges that you might face if you are trying to management your integrations in-house:

High costs and bandwidth

The first challenge under integration management is the high cost and bandwidth issue that most growing SaaS companies face. Since each application which forms a part of the integration ecosystem for a business is different, each one requires a unique approach towards management. This comes with incremental cost for management of each integration along with the bandwidth that goes into it. 

For instance, the approach or the API used for integration A might be different from what integration B uses. In such a scenario, a developer will have to separately invest time, effort, bandwidth and monetary resources into fixing any bugs that might arise, or even to monitor smooth functioning. Therefore, since each application is different, integration management in-house becomes significantly cost and bandwidth intensive. Costs are also acquired in training additional resources for maintenance as well as costs for monitoring, testing, and troubleshooting. 

Shift of focus from core processes

Managing every integration is like managing a whole product in itself. Consequently, managing multiple integrations for SaaS companies requires a lot of technical staff. However, since integration management is not a revenue generating vertical, hiring developers specifically for this doesn’t make sense. Invariably, this leads to an added KPI for developers, shifting their focus from core processes.

Many developers end up spending more time in authentication, configuration and maintenance of integrations over working on and improving the core processes or functionalities of their product. This leads to a declining product experience where developers are only able to spend a part of their time on adding product improvements and fixing issues. Thus, in-house integration management tends to shift the focus of developers from core product KPIs. 

While these are the overall challenges, let’s now look at very specific development challenges that come along for each component of the integration management lifecycle. 

Authentication and authorization challenge

Let’s start with the authorization and authentication challenge. When it comes to integrations, authorization and authentication can be a complex process due to a variety of reasons. Integration authorization can be challenging with the complexities of  APIs (Application Programming Interfaces) and OAuth (Open Authorization). Authorizing one application to access data of another can bear security threats if access is not properly controlled.

There are several ways of authentication, including password, biometric, two-factor authentication, certificate authentication, among others. Each integration can employ a different way which not only makes the process complex but also adds compatibility challenges for authentication methods and protocols.

Furthermore, any lapse in successful authentication can lead to a security compromise. If an integration is not authenticated correctly, there might be chances of unauthorized access, posing a major security threat. Authentication if not done properly can result in security breaches or even data leaks across integrations. 

Another parameter under authentication stems from control of data. When you are managing authentication in-house, you need to set different requirements for access for different data across multiple or even the same integration. You might need to build and manage a functionality which gives different integrations the flexibility to customize the data available to different users. 

Finally, the authorization and authentication measures need to be continually updated, especially when applications change their authentication protocols, which can be time and cost intensive. Furthermore, integration authentication is an important part of user onboarding for the integration and your product. If it is too time consuming or difficult, it can lead to a poor user experience. Therefore, in-house integration authentication poses a security, complexity and experience threat. 

Configuration challenge

Configuration helps ensure that the integrations are set up properly for the end user and are deployed effectively. However, the configuration process is always full of challenges when maintained in-house. Under configuration, leveraging webhooks is extremely important. But, webhooks tend to expire to facilitate elimination of the ones which are not being actively used. This expiration needs to be tackled with re-registration of webhooks from time to time. This suggests that webhooks need to be managed and reviewed to ensure that they are relevant and working. 

On the flip side, if webhooks are not used, managing and syncing incremental changes can be technically very difficult. Every application comes up with incremental changes and updates very frequently. A major part of integration configuration is to ensure these incremental changes are synced in real time to provide the customer with the best possible experience. However, this syncing when approached in-house manually, can be extremely time consuming, and might even get missed. 

Furthermore, within each integration, there can be different levels of configuration depending on the read/write scope based on what data needs to be shared with the integration. Building these configurations combined with regularly managing and updating them can be an engineering challenge, as it can involve multiple configurations for a single integration. 

Finally, when you try to manage configuration in-house, you are responsible for pulling out and exchanging large scale data between systems. At times, systems are unable to maintain the volume of data that comes their way which often results in configuration delays or challenges, making in-house configuration a threat to integration success. 

Maintenance challenge

Finally, the authentication and configuration challenge is followed by the integration challenge of maintenance. Even after you successfully configure the integrations, you have to take care of maintenance when handling integration management in-house. For instance, for any integration, the endpoints might change. Whether you get intimation from the application a week in advance or receive changes overnight, about changes in endpoints or parameters, the onus falls on you and your team of developers to ensure a smooth experience. 

Furthermore, APIs also keep changing over time. As APIs change, the way your systems or applications will communicate and exchange data also changes. As a developer, it is your responsibility to keep pace with changing or unstable APIs to prevent error messages, broken functionalities and unexpected behaviors for your customers. Invariably, when the old endpoints retire, a new version of the API comes to light, which needs to be deployed for your customers without any disruption in their workflow. 

Maintenance of unstable APIs, changing endpoints, etc. is one of the key maintenance issues that takes up significant bandwidth for engineering teams that seek to manage integrations in-house. 

At the same time, as applications keep getting updated, integration maintenance calls for testing to ensure smooth functioning. This also requires constant monitoring to quickly identify problems. Many developers believe that lack of bandwidth to monitor integration leads to a lack of visibility into integration challenges on the go, resulting in delayed redressal. 

Additionally, each integration can have its own way of sending out error messages which can be vague or abstract. They may be in a language that you don’t understand. As a developer, it will be extremely difficult for you to address a challenge or a bug that you are unable to comprehend. If you are maintaining integrations in-house, you stand at the risk of dealing with errors which you can get through. 

Furthermore, maintenance also involves ensuring seamless customer experience. While it may look simple, it can truly be challenging in case an integration fails. Factors like how and when to inform the customer can be tricky. You need to not only fix the breakdown, but also communicate the challenge to the customer and address their queries, which can further add burden on your engineering team to explain the technicalities. 

It is also important to note that while many challenges in maintenance like expiration of APIs, or changing permissions are easy to address, they require you to quickly diagnose the root cause of the challenge. This will need you to look into your integration infrastructure which might eat into your development time or take your focus away from building product functionalities. 

How Unified API helps

A unified API stands as a single solution to help businesses address the challenges that come along with integration management. Here are a few ways a unified API does so:

Reduced costs and bandwidth

To begin with, a unified APi significantly reduces the costs associated with integration on several levels. On the one hand, it facilitates operational efficiency and takes care of all error handling and troubleshooting which ensures that your engineering team doesn’t have to constantly monitor integration, which can lead to a huge bandwidth drain. On the other hand, hard costs of hiring additional developers and even loss of revenue due to delayed maintenance redressal are reduced, if not completely eliminated. 

Sharp focus 

Similarly, a unified API takes care of end-to-end maintenance not only of errors, but also to ensure that any new updates to the APIs are taken care of before anyone notices, and source API schema changes are fixed instantly. These integration management areas when absorbed by the unified API allow developers to focus solely on building and improve core product functionalities. 

Greater security and streamlined authentication

A unified API comes with robust practices that can help improve the integration posture for any business. Practices like least privilege, continuous monitoring and logging, data classification and encryption, infrastructure protection via advanced firewalls, DDoS protection using load balancers, intrusion detection, etc. ensure that authentication which is a major part of integration management is streamlined. At the same time, other security threats are also addressed with these measures. 

Easy API management

Integration management becomes a challenge due to the large number of APIs that developers have to manage as the volume of integrations increase. With a unified API, developers have to only learn about the architecture and rules of one API which is easier to understand and configure. 

Wrapping up: TL:DR

It is quite evident that while integrations play an important role in SaaS companies, managing them in-house requires significant engineering expertise and costs and might lead to product delays or poor customer experience is not handled effectively. Some of the top challenges include:

• Diversion of focus of engineering team
• Multiple ways of authentication for different applications
• Security risks and threats from unauthorized access due to authentication failure
• Configuration challenges in ensuring real time syncing of incremental changes
• Keeping pace with management and expiration of webhooks
• Monitoring of API changes, endpoint permissions, etc. 

While these are some of the top challenges with in-house integration management, partnering with an iPaaS can help address these challenges in many ways with:

• Integration lifecycle support
• Centralized view of all integrations
• High level of security and compliance to prevent unauthorized access
• Maintenance of webhooks 
• Effective resource utilization

Thus, it is advisable for B2B SaaS companies to invest in iPaaS to take care of all integration management while your engineering team can focus on product development, functionality improvement and product enhancements.

As businesses adopt more sophisticated software for their operations, they are bound to be surrounded by APIs. Essentially, APIs or Application Programming Interfaces refer to a set of protocols, definitions and models based to facilitate communication between software components. Today, over 90% of the developers use API. There are different types of APIs that are under use today, including REST, GraphQL, SOAP, etc. While there are several factors driving the increased use of APIs for software companies, a study shows that 49% companies leverage APIs to facilitate platform and system integration. Thus, API integration has become increasingly sought after for organizations that use multiple applications and wish to integrate them for seamless use. Through this article, we will discuss different aspects of API integration, its growth, benefits, key trends and challenges, as well as the growth of unified API for seamless integration. 

What is API integration?

On a broad level, API integration refers to the connection between two applications, through their APIs, to facilitate data exchange in a frictionless manner. API integration helps the APIs of different applications to communicate with each other, automatically, without human intervention, by adding a layer of abstraction between the two. It allows two applications or systems with APIs to interoperate in real-time and ensure data accuracy for exchange. 

Since the applications you use cannot achieve their full potential in silos, API integration ensures that they can establish a secure, reliable and scalable connection which prevents an unauthorized exchange of data, but enables them to talk to each other. 

Difference between API and integration

While API integration is used for data exchange between applications based on APIs, it is important to understand that individually, API and integration are not synonymous terms. API or application programming interface essentially allows applications to communicate with one another. This could be for data and information exchange or other purposes. 

Integration, on the other hand, is a code or a platform that allows applications or systems to exchange data. This can be a one-way or a two-way exchange, depending on the need and application expectations. 

Generally, in an API integration an external API acts as a connection point when it comes to API integration to ensure that any system or application can connect to the other and access data. However, both APIs and integration can exist exclusively as well, where APIs can have use cases beyond data exchange like connecting subsystems within an application and integrations can follow other ways than purely relying on APIs. 

Importance of APIs in integration

Before we delve deeper into the benefits of API integration, how it works, etc. let’s quickly look at how APIs play an important role in the integration ecosystem for businesses. APIs enable businesses to reorganize and establish such a relationship which allows them to interact as per business needs. This allows companies to achieve a high level of integration at lower development costs. They essentially act as a connecting thread, which is critical for integration. 

Growth of SaaS API integration ecosystem

The last few years have seen a significant growth in the use of APIs across SaaS and other applications that businesses use. Let’s take a quick look on the growth of the API ecosystem:

• More than 90% of executives indicate APIs as mission-critical
• Companies that used APIs reported 12.7% more growth in market capitalization compared to those that did not adopt APIs
• 2 Million+ API repositories exist on GitHub
• 56% of developers report APIs help them develop better products
• 40% of large organizations have 250+ APIs and 71% plan to use even more APIs
• 64% are developing their API program or strategy

This clearly indicates that the growth of APIs in the SaaS ecosystem can be expected to see an exponential increase, with increased adoption and an expectation to streamline integration between applications for businesses. 

The API first economy

For a long time, APIs were considered as an afterthought to product development to facilitate connection between applications. However, as the pace and volume at which applications need to connect with one another in today’s digital ecosystem, companies are moving towards an API first economy. Put simply, API first is a form of product development which puts the development and eventual usage of APIs as the central or the core focus area for engineering, while other objectives follow. In an API first economy, the goal is to develop APIs which are reusable, scalable and eventually extensible. 

Characteristics of a good API

In a discussion about APIs, it is very important to understand what are the characteristics of a good API, which can eventually facilitate API integration with ease. 

Consistency

First, a good API is one which is consistent. This is especially important when you are working with multiple APIs. Factors like security and data models must be consistent across APIs and they follow a standardized method of development along with a uniform experience for all users. 

Documentation

An API without strong documentation can only achieve limited success. Irrespective of whether the APIs are for internal use or for external API economy, documentation is extremely important. From an internal perspective, documentation ensures maintenance of continuity in case one developer takes over from the earlier one. From any external API, documentation can help third parties understand protocols, data logic, models etc. making it easy for them to integrate and leverage the impact. 

Security

A key characteristic of any API is the security it brings along. As the end point responsible for data transfer and exchange, API security is extremely critical for business resilience. Some of the security factors include HTTPS/SSL certificates, authentication and JSON web tokens, authorizations and scopes, etc. 

Discoverability

A good API is easily discoverable. This suggests that it is so intuitive that users can learn how to use it on their own. More often than not, users prefer to try and play around the APIs before they contact the customer care for the application or go through the manual. Here, simplicity in design and documentation with self-describing access points is a key feature for APIs. 

Abstraction

Essentially, APIs add a layer of abstraction which prevent the users from seeing what is going on at the backend. For instance, if a payment is underway, APIs ensure that verification and other parts of the cycle are not visible to the user. APIs internally interact with each other to make everything happen. A good API ensures that the objective is achieved without the need for a user to understand what happens in the code or execution. 

API integration process 

The API integration process involves a series of steps which ensure that businesses are able to integrate different applications and systems using their APIs. The steps including:

• Understanding and researching on the type of APIs you will be using (REST, SOAP, etc.), the type of format in which you will be receiving the data which needs to be exchanged between different applications (XML, JSON) and check on the availability and comprehension of detailed documentation for different APIs to ensure how to format requests based on the data available. 

• Next you need to figure out how the data will flow from one application to another. Here, the focus needs to be on identifying the right authentication and security protocol, like OAuth. At the same time, you need to gauge if authentication and authorization needs to be a one time task or needs to be undertaken every time there is a data exchange.

• Following this, you need to understand how data mapping will take place. This involves figuring out how to normalize data from different applications into a standardized format or model which can easily be mapped against different applications. 

• The API integration process comes to a melting point when you have the basic parameters in place and you enter the code development, deployment and testing phase. Focus on development and use case testing to ensure effective authentication and security, robust data mapping and stress tests when there is an unusual disruption/ flow of data to ensure that your API integration doesn’t break. 

If you follow this API integration process, you can create API integrations in-house to support application connectivity and data exchange. 

How API integration works

Let’s quickly see how an API integration works. It involves connecting two applications via their APIs which can then request and send data across. A quick example of how an API integration works is as follows. 

Suppose you have a CRM and a marketing automation platform If these two applications are connected by their APIs, i.e. via API integration, an update in the status of any lead in the CRM will be reflected in the marketing automation platform. This will allow your marketing team to automatically customize the messaging for the lead based on the updated status. Similarly, if after a campaign, the lead’s engagement status changes, the same will be reflected in the CRM. This will ensure that the status of a lead is uniform across all applications.  

API integration checklist 

If you are building an API integration, it is important to ensure that you don’t miss out on the key elements or parameters which can determine the success of any integration. The following quick checklist can help you stay on top of your API integration process:

• Check data mapping for different formats of data you are dealing with
• Get information on different API systems
• Gather API documentation
• Determine flow of data
• Decide on security and authentication protocols
• Determine hosting- on-premise or cloud
• Obtain API key and select supported data formats
• Gauge maintenance and support required
• Undertake consistent monitoring and testing

API integration management

API integration is not simply about building and deployment, but involves constant maintenance and management. API integrations require comprehensive support at different levels. 

First, you need to constantly refresh the data to ensure real-time availability and data synchronization. Invariably, you will set a data synchronization frequency and number of API calls that can be made. However, exceeding those calls can lead to API integration failure which needs management support. 

Second, in terms of API integration management, you need to align on the data storage needs and how you seek to address them to store the volumes of data that are exchanged across applications. 

Third, API integration management needs to ensure that any updates or upgrades to individual APIs are reflected in their integrations without disrupting the flow of work. Maintenance involves finding and updating changes in API schemas before anyone notices. 

Finally, APIs can and do fail, which requires immediate error handling support and communication. Thus, API integration management is as important and engineering bandwidth as building and deployment and can impact the success of the overall integration experience and effectiveness. 

How much does an API integration cost?

The cost of an API integration essentially depends on the compensation for your engineering team that will be involved in building the API integration, the time they will take and whether or not the full access to the API for the application in question is available freely or comes at a price. 

In case the API is freely available, the estimated cost of an API integration can be considered as the following. Generally, three resources from the engineering team are involved in building an API integration. A Developer at a compensation of 125K USD, a Product Manager at 100K USD and a QA Engineer at a salary of 80K USD. Each one of these apportions a segment of their time towards building an API integration. 

Secondly, an API integration can take anywhere between 2 weeks to 3 months to build, averaging out at about four weeks for any API integration. In such a scenario, an API integration cost stands at 10K USD on an average, which can go higher if the time taken is more or if you need to hire an engineering team just for building integrations with higher compensation. Similarly, this will increase if the APIs come at a premium cost. You can multiply the average cost of one integration with the number of integrations your company uses to get the overall API integration cost for your business. 

How to learn API integration?

If you are just getting started in your API integration journey, there are specific lessons that you must learn to ensure that you are able to achieve the quality of integration you seek. Follow these practices to start your API integration learning:

• Understand you API integration requirements
• Learn about different API, data formats, security protocols and authentication methods
• Review API documentation
• Get the API key and request API endpoint
• Learn a programming language to code the API integration
• Learn how to create data sets and data models and normalization
• Get support from community of developers working on API integration

Benefits of API integration

While there are several ways businesses today are leading integrations between different applications they use, API integration has become one of the most popular ways, owing to the several benefits it brings for developers and business impact alike. Some of the top benefits of API integration include:

Reduced human effort

To begin with, API integrations significantly reduce the human effort and time your team might spend in connecting data between different applications. In the absence of API integration, your team members would have to manually update information across applications, leading to unnecessary efforts and wastage of time. Fortunately, with API integration, information between two applications, for instance, CRM and marketing software, can be directly updated, allowing your team members to focus on their functional competencies and expertise, instead of updating data and information. The interoperability brought along with API integration ensures that data is automatically exchanged, in real- time, leading to added efficiency. 

Increased accuracy

A related benefit from the first one is the concern with manual errors. If one team member is expected to update several applications, there are chances of human error. Especially as and when the data becomes voluminous and has to be shared between multiple applications, it can lead to inaccuracies and inadequacies. However, with API integration, data exchange becomes accurate and free from human error, ensuring that all data exchanged is in usable condition and compatible to all applications involved.

Build complementary capabilities

API integrations help businesses leverage capabilities from other applications, while allowing them to focus on their core expertise. Conventionally, businesses focused on building everything in their application from scratch. However, with API integrations, they can rely on the complementary functions of other applications, while focusing on only building strengths. It relieves considerable engineering bandwidth and effort which can be used to develop core application features and functionalities. 

Leverage applications better

When data is exchanged between applications, the usability of different features and benefits from different applications increase. As they have additional data from other applications, their potential to drive business benefits increase significantly. For instance, if you are using a marketing automation platform to run campaigns for your product. Now, if you get user data on how they are interacting with the product, how engaged they are and what their other expectations are, you can create a customized upselling pitch for them. 

Thus, with API integration, data exchange not only makes business more smooth and efficient, but also helps you explore new business cases for the different applications that you have adopted, and at times, even identify new ways of creating revenue.  

Greater security

APIs have a strong security posture which protects them from threats, flaws and vulnerabilities. API integrations add a security layer with access controls which ensures that only specific employees have access to specific or sensitive data from other applications. API integration security is built upon measures of HTTP and supports Transport Layer Security (TLS) encryption or built-in protocols, Web Services Security. API integration can also help prevent security fraud that might occur during data exchange between two applications or if one application malfunctions. 

With the help of token, encryption signatures, throttling and API gateways, API integration can help businesses securely exchange information and data between applications. 

API integration and customer exp

In addition to the above mentioned benefits of API integrations, it is interesting to note that API integration has a positive impact on customer experience as well. There are multiple ways in which API integration can help businesses serve customers better, leading to greater stickiness, retention and positive branding. Here are a few ways in which API integration impacts customer experience:

Customized customer experience

By integrating data about customers from different sources, companies can customize the experience they provide. For instance, conversations with the sales team can be captured and shared for marketing campaigns which can exclusively focus on customer pain points rather than simply sharing all product USPs. At the same time, marketing campaigns can be directed towards customer purchase patterns to ensure customers see what they are interested in.

Reduced inter departmental hand-offs

API integration ensures that customer data once collected can be shared between different departments of a company and the customer doesn’t have to interact with the business multiple times. This also ensures that there is no error in multiple data exchanges with the customers, leading to an accurate and streamlined manner of interaction. Thus, with API integration, customer interactions become more efficient and with reduced errors. 

More customer penetration

API integrations can help businesses penetrate into new markets and address customer demands better. Since they ensure that businesses don’t have to build new functionalities from scratch, they can enhance customer experience by focusing on their core capabilities and providing additional functionalities with API integration. Thus, API integration helps businesses meet the growing demands of customers to prevent churn or dissatisfaction with lack of functionalities. 

Reduced context switching

API integration ensures that customers can access or exchange information between different applications easily without switching between applications. This significantly reduces the friction for customers and the time spent in toggling between different applications. Thus, a smooth customer experience that most expect ensues. 

API integration examples

Now that you understand why API integrations are important, it is vital to see some of the top use cases for examples of API integration. Here, we have covered some areas in which API integrations are most commonly used:

E-commerce platform

E-commerce companies extensively use API integration to fuel their work and operations. On the one hand, there are applications or interfaces which  are responsible for inventory management. On the other hand are those which take care of order suppliers and order management. At the same time, a CRM API might be needed to manage records of customers and their important details. While all of these applications have APIs, API integration can help connect them to unify and streamline data access. 

Payment gateway

Another popular use case for API integration is payment gateways. Whenever a customer makes an online payment, API integration at the backend gets activated to check the bank/ credit/ debit card details for the use to prevent any fraudulent transactions. 

API integration challenges

While API integrations have several benefits that can significantly help businesses and engineering teams, there are a few challenges along the way, which organizations need to address in the very beginning. 

Not all API functionalities are freely available

To begin with, not all applications provide all functionalities in their application for free to all users. While some might have an additional charge for API access, others might only provide APIs to customers above a certain pricing tier. Thus, managing 1:1 partnerships with different applications to access their APIs can be difficult and unsustainable as the number of applications you use increases. 

APIs can fail

When you are using API integrations, each component of your business is dependent on multiple applications. It is normal for APIs to fail or stop working once in a while. Factors such as uptime/ downtime, errors, latency, etc. can all lead to API failure. While individually, API failure may not have a big impact. However, when you have multiple applications connected, it can break the flow of work and disrupt business continuity. Especially, if you are offering API integrations along with your product to the client, API failure can lead to business disruption for them, resulting in a poor customer experience. 

Some API integrations require deep tech

While most API integrations focus on facilitating data connectivity and exchange between applications, there might be a requirement from integrations to analyze the data from one application and filter it out for different fields/ understanding for the next application. However, simple or conventional API integration cannot achieve this, and this will require some external developer bandwidth to achieve the deep tech functionalities. 

APIs can lack compatibility

Each application or integration has its own data models, nuances and protocols, which are unique and mostly different from one another. Even within the same segment or category, like CRM, applications can have different syntax or schemas for the same data field. For instance, the lead name in one application can be Customer_id while for another it can be cust_id. This might require developers to learn data logic for each application, requiring unnecessary bandwidth. 

API integration development is costly

Developing API integrations in house can be quite expensive and resource intensive. First of all, finding the right developers to build API integrations for your use can be very difficult. Second, even if you are able to find someone, the process can take anywhere between a few weeks to a few months. That’s when the developer understands the logic of the application and API integration can take place. This high time consumption also comes at a cost for the time the developer spends on API integration. Since the salary of a developer can be anywhere between $80K to $125K, API integration development can cost 1000s of dollars for companies. 

API integration management and upgradation is time consuming

The story doesn’t end once an API integration is in place. APIs need to be maintained and continuously upgraded whenever an application updates itself. At the same time, as mentioned, APIs can fail. In such a situation, your non-technical teams will find it difficult to maintain the APIs, putting the reliance again on your developers, who might be required to fix any bugs. Thus, someone with technical knowledge of integration maintenance has to look over updates and other issues. 

Rise of Unified API

As the number of applications a business uses increases, as well as the APIs become more complex, with each one having its own set of peculiarities, there has been a rise of what we today call unified APIs. A unified API primarily normalizes data nuances and protocols from different APIs into one normalized data model from a similar category of applications, which organizations can use to integrate with applications that fall therein. It adds an additional abstraction layer on top of other APIs and data models. 

One of the best use cases for unified API is when you are offering different integrations to your customers from a single segment. For instance, if you are providing your customers with the option to choose the CRM of their choice and integrate with your system, a unified API will help ensure that different CRM platforms like Salesforce, Zoho, Airtable, can all be connected via a single API and your developers don’t have to spend hours in finding and configuring APIs for each CRM. Some of the top unified API examples include:

• CRM API which helps you connect different CRM software like Zoho, Airtable, Salesforce
• HRIS/ HRMS API which enables you to connect different HR software used for hiring, application tracking, employee attendance, payroll, etc.
• Accounting API which focuses on integrating differentiating accounting and payment related software for seamless budgeting, payouts, etc. 
• Calendar API which enables you to connect different calendars that you might be using like iCal, Outlook calendar to ensure that you don’t miss any meetings or important dates

Let’s quickly look at some of the key benefits that a unified API will bring along to manage API integrations for businesses:

• Enables data normalization to ensure that data is translated into a standard format which can be easily ingested
• Reduces API integration costs, developer time and overall resource consumption for deployment and maintenance
• Covers a wide range of data protocols, formats, models and nuances with coverage across all types of API including REST, SOAP, GraphQL, etc.
• Promotes a single access point for all data, mostly built in REST, which is one of the easier architectures
• Facilitates consistency in pagination and filtering

Therefore, unified API is essentially a revolution in API integration, helping developers take out all the pain for integrating applications with API, where they only focus on reaping the benefits and developing core product functionalities. 

API integration questions

Before we move on to the last section, it is important to check whether or not you are now able to answer the key API integration questions that might come in your mind. Some of the frequently asked API integration questions include:

1. What is API integration?
2. Why is API integration important?
3. What are the benefits of API integration?
4. How does API integration work?
5. What is the cost of an API integration?
6. How to be prepared for API integration?
7. What is API integration management?
8. What are the challenges to API integration?
9. What are some API integration examples?
10. What is a unified API and how does it relate to API integration?
11. How does API integration impact customer experience?
12. How does API integration ensure security?

Wrapping up: TL:DR

As we draw this discussion to a close, it is important to note that the SaaS market and use of applications will see an exponential growth in the coming years. The SaaS market is expected to hit $716.52 billion by 2028. Furthermore, the overall spend per company on SaaS products is up by 50%. As companies will use more applications, the need for API integrations will continue to increase. Thus, it is important to keep in mind:

• We are now in an API first economy where applications have a central focus on building consumable, reusable and secure APIs
• API integration will play an important role in the coming years, as APIs become more pronounced, sophisticated and voluminous
• API integrations reduce the manual effort for data exchange, enable companies to better use their applications and build complementary capabilities
• However, creating and maintaining API integrations in-house can be very expensive, time consuming as APIs might fail, may not be compatible and might require deep tech expertise
• Therefore, the world is seeing a rise in unified APIs, which add an additional abstraction layer on data models to help connect APIs of one segment together. It normalizes the data that gets exchanged between the applications and helps developers with reduced costs, consistent pagination, etc. 

Thus, companies must focus on exploring the potential of APIs, especially for the top segment of products they routinely use, to make connectivity and exchange of data smooth and seamless between applications, leading to better productivity, data driven decision making and business success.  

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