One Source Hearing Partners Enhances CRM with ERP Integration

Company Name: One Source Hearing
Industry: Healthcare / Medical Supplies & Services
Sub-Industry: Hearing Care / Group Purchasing Organization (GPO)
Location: United States
Products Purchased: CRM-ERP Integration

Client Overview

With over 25 years of experience, One Source Hearing collaborates with hearing clinics aiming to expand their business, reduce their cost of goods, and leverage the benefits of membership. To support this goal, Salesforce was implemented to strengthen its Sales and account management lifecycle, while Microsoft Dynamics 365 Business Central ERP was leveraged for business operations. This distinct separation of tools introduced challenges for the Sales team due to the lack of customer information, including key revenue data to inform the sales and account management process, which lived in the Microsoft ERP. To bridge this gap, One Source partnered with CopperHill to integrate the Microsoft ERP with Salesforce.

Problem: Limited visibility into customer revenue and activity

Solution: Bi-directional integration between Salesforce and Microsoft Business Central ERP

One Source’s sales representatives were unable to view important data points such as client revenue and loyalty program activity due to siloes in their data infrastructure. This limited the value provided by Salesforce as the representatives were not able to use this function during their daily operations. To solve this problem, CopperHill implemented a two-way sync between Microsoft Business Central and Salesforce Sales Cloud. This was done through our middleware tool, AIR Connect.

Problem: Training and Salesforce familiarity

Solution: Guided enablement and phased approach

As the integration progressed, CopperHill identified areas where the limited knowledge of tools and future processes required adjustments. As a result, we worked closely with the client to clarify requirements and ensure everyone involved was up-to-date with the new Salesforce capabilities. This guided approach helped One Source define priorities and build confidence in utilizing Salesforce as their central platform.

Problem: Limited Salesforce usage

Solution: Flexible scoping and adaptive project management

CopperHill identified that One Source’s Salesforce environment was being used more narrowly than anticipated, due to the limited connectivity between systems and the lack of access to the data. CopperHill adapted the project scope to better match real-world usage, ensuring the integration supported immediate business needs while laying a scalable foundation for growth.

Next Steps

With the Salesforce–Microsoft Business Central integration in place, One Source plans to expand its digital ecosystem through:

• Ongoing Salesforce enhancements as adoption grows
• Tableau reporting for advanced analytics and data visualization
• DocuSign integration for contract and agreement management

Conclusion

CopperHill helped One Source increase user adoption, make more strategic sales decisions by connecting Microsoft Business Central ERP and Salesforce through integration. This enabled One Source Hearing to:

• Transform its legacy Salesforce system into a single source of truth.
• Provide sales representatives with immediate access to their loyalty program activity, revenue metrics, and account insights without the need to switch between systems.
• Improve sales visibility, streamline workflows, and increase Salesforce adoption across their organization.

The result is a connected, data-driven CRM platform that empowers sales teams with the insights they need to grow customer relationships and loyalty.