What are software integration services?

Modern organisations rely on multiple software systems to run daily operations. But if these systems don’t communicate with each other, it leads to inefficiencies, duplicated effort, and missed opportunities.

Software integration services involve connecting various IT systems, services, and software applications so they function as a coordinated whole. Integration enables data to flow seamlessly between different systems, processes to be streamlined, and teams can collaborate effectively.

What are the benefits of using software integration services?

1. Eliminating Data Silos
   Different departments often use different systems. Without integration, data can become trapped in silos, causing miscommunication, duplication, or lost opportunities. Integration ensures that data is shared and accessible across departments in real time.
2. Boost Efficiency and Automation
   Manual data entry between systems is not only time-consuming but also error prone. Integration automates the exchange of data, reducing repetitive tasks and allowing employees to focus on higher-value activities.
3. Improve Decision-Making
   When systems are integrated, you can create centralised dashboards and reports that draw from multiple data sources. This gives leaders a more accurate, holistic view of operations which is essential for informed decision-making.
4. Enhance Customer Experience
   Customers expect fast, personalised service. Integration ensures that sales, support, and service teams all have access to the same up-to-date customer data, enabling more consistent and responsive interactions.
5. Scalability and Flexibility
   As your business grows, your tech stack will likely grow too. Integrated systems are easier to scale because new software can be connected into the existing ecosystem rather than being managed in isolation.
6. Reduce Costs
   While there is an upfront investment in integration, it often leads to long-term savings by reducing labour costs, minimising errors, and eliminating the need for redundant systems.

How do software integration services work?

Software integration services essentially consist of Interfaces (functionality provided by a software platform for providing a service to an external application) and Middleware (the software that manages the integration between one or more interfaces).

What are Integration Interfaces?

There are various interfaces for integrating with software platforms and some work better than others. The available methods for any one software platform are usually determined by its age – as technology has evolved so have software interfaces.

1. Application Programming Interface (API)

   API Integration is essentially the gold standard. With API integration, the software platform vendor has designed the system to be integrated with other platforms and provided a way of doing so. In fact, many modern software platforms use the API as part of their internal functionality.

   So why is an API the gold standard? Because any interactions with an API will work within the operational capabilities, business rules and security controls of the platform, and this minimises the likelihood of integration causing issues. API integrations are often better documented than other types of integrations and software vendors are more likely to be cooperative if you interface with the platform in the way the vendor intended.

2. Import/Export

   Some platforms provide an ability to import or export data. This can be manual via a user interface or automated in some way. Some platforms provide an API for this purpose, but the most likely scenario is using a batch process running on a schedule. This method has been used in various forms for years and many legacy systems still use it.

   Common data import and export formats include Excel, CSV, TSV, JSON and platform specific transaction file formats.

3. Database

   Many software platforms use a database to store data and this can often be accessed outside of the application. Many data warehousing, analytics and AI platforms use this method to extract data for use within their own systems as this is usually the most efficient method.

   Where this method becomes problematic however is if the integration requires modifying the data. This is fraught with risk as it bypasses the internal logic and controls of the software application that manages it, however, it is possible if done with great care and awareness of the ramifications, especially when the data structures change as the result of an upgrade (for example).

   There are many different database platforms supporting various combinations of structured, semi-structured and unstructured data.

4. User Interface Automation

   In some instances, it is possible to integrate with a software platform by emulating the user interface. This involves automating the steps a user would take when using the platform and has become more prevalent because of how the world wide web works. It is relatively simple to capture and analyse how a web browser talks to a web server and emulate the same functionality.

   A last resort can be using web scraping (sometimes called screen scraping). It can be tricky and requires checks and balances to ensure that the page structure hasn’t changed, but it can be a surprisingly useful way of retrieving data not available through another method.

   It’s worth noting however that scraping is a legal grey area and many websites state that it’s a violation of their terms & conditions. The legal weight of this however has diminished somewhat recently with the development of AI models essentially built using scraping techniques.

Middleware for Integration

Having ascertained the interfaces supported by your software applications, how do you manage the interaction between those interfaces and ensure this happens on a timely basis? We do this with middleware which, as the name suggests, sits in the middle between your applications.

Middleware comes in different forms and can primarily be divided into the following:

1. Enterprise Messaging

   Enterprise Messaging Platforms (EMP) are a software platform designed to orchestrate the integration between various platforms. A common type of EMP is an Enterprise Service Bus (ESB). A bus is a computing term for the backbone of a system – something that facilitates communication between various components.

   A modern ESB can communicate with almost any software platform in a well-defined manner. ESBs can are generally event driven and can be triggered by a change in one system or by a scheduled event. A simple example would be the creation of an invoice in an accounting system as the result of a retail sale. Configuration of an EMP/ESB is typically a highly complex task with many different configurations.

   There are many commercial (e.g. Mule) and open source (e.g. WSO2) messaging platforms and they all require platform specific expertise.

2. Workflow Automation

   A workflow automation platform is like an EMP but typically with more limited functionality and less complexity. These platforms are designed for non-technical users although the reality is that technical users will often need to be consulted for anything other than basic functionality.

   The most prevalent Workflow Automation Platform currently is Microsoft PowerAutomate due to its integration with other Microsoft Power Platform products and, by extension, Office 365 and Dynamics 365.

3. Task Automation

   Task Automation platforms simplify integration between various applications and are specifically designed for non-technical users. They provide integration possibilities from a pre-defined catalogue but have limited scope for adaptability to non-standard use cases. They also generally allowing integration with API interfaces and are limited in their ability to interact with other integration types.

   There are several well-known task automation platforms like Zapier and Workato.

   We note that as the above 3 products have evolved, the functional differences between them have decreased and there is more overlap between them.

4. Bespoke

   Bespoke or Custom Middleware is the most flexible option and gives you more control over how the service is provisioned and cost.

   Bespoke Middleware is built to your requirements and means you’re not paying for functionality you don’t need. Most modern off-the-shelf platforms are cloud based so you’re at the mercy of these providers should they decide to change their terms and pricing.

   Any bespoke development work can be costly but other than the most basic platforms, most off-the-shelf platforms require a high level of skill to operate effectively and often need a fair amount of customisation to meet your requirements.

When software integration services needed by business?

There are lots of things to consider, but the vest starting point and first step is identifying whether there is a real need. For example:

• Do you re-enter the same data across systems?
• Do you jump between different windows or platforms to complete tasks?
• Is it difficult to get the data from multiple sources to generate reports?
• Would you make better decisions by having access to a holistic view of all information?
• Are you required to implement this via externally imposed regulations or laws?

If you answered yes to any of the above, software integration can help.

Who do I contact once the need for integration is identified?

Once you’ve identified a need, contact a software integration services provider to discuss whether a solution is possible. Many software platforms have publicly available documentation and often it won’t take long for a provider to get back to you on feasibility and cost.

What impacts the cost of integration?

Generally, the cost is impacted by the level of complexity required and the ease by which the software platforms can be automated. There may also be costs of using a middleware platform. If its cloud based, it’s generally based on usage and if it’s licensing based it may be software maintenance fees.

How do I measure cost/benefit or ROI?

Performing a cost/benefit analysis is the most important step in deciding if software integration is for you. Integration software is frequently less expensive than replacing all disjointed parts with a new single system, not to mention the difficult process of establishing a new computing infrastructure.

Simple time and motion studies are an excellent way of determining the current effort required in performing a task. You can then estimate the time and error savings post-integration to see whether a positive cost/benefit outcome is realistic. When preparing a time and motion study it’s important to be aware of the time it takes to rectify problems when things go wrong, not just when they go right.

You should also bear in mind the benefits that follow from getting the right information without delays.

How do I ensure that it’s secure?

Security is paramount when creating software integrations as enabling software integration interfaces could provide a bad actor with extensive access to your software platforms.

It’s important that security protocols around authentication and authorisation are adhered to when creating software integrations and your chosen vendor should understand what’s needed in this regard.

How do I choose the right software company?

To choose a good software integration company, you need to assess their technical expertise, industry experience, and business approach.

Consider their project management skills, communication skills, ability to handle complex integrations, their ability to scale, all costs involved, risks and in particular think about security, compliance and certification with relevant industry standards.

At CIBIS, software integration is one of our core capabilities. We’ve delivered integration projects across:

• Accounting and document management systems
• Federal and State Government platforms
• Payment and billing systems
• Mapping and spatial systems
• Australian Tax Office services
• Student management systems
• Mobile apps and booking systems

Whether you're looking to streamline internal processes, improve service delivery, or reduce operational costs — we can help.

Talk to us today to explore how software integration can transform your organisation.