Question 1

What is system integration?

Accepted Answer

System integration is connecting two or more software systems so they exchange data automatically instead of people copying it between them. Typical examples are a CRM sharing won deals with Xero or QuickBooks, or a webshop sharing orders and stock levels with the warehouse. The goal is one version of each customer, order and invoice across the business.

Question 2

What are API integration services?

Accepted Answer

API integration services cover designing, building and running connections between systems through their APIs, the interfaces software offers for reading and writing data. A provider maps the data, writes the integration, handles authentication, rate limits and errors, and keeps it working as the connected systems change. It is the most common and reliable way to integrate modern software.

Question 3

What is an API, in plain English?

Accepted Answer

API stands for application programming interface. It is a controlled doorway into a system that lets other software fetch or send data, such as creating a customer, reading an order or updating stock, without anyone logging in and clicking. The system owner decides what the API allows, and access is usually granted with keys or OAuth.

Question 4

Is system integration the same as API integration?

Accepted Answer

Not quite. System integration is the goal: systems sharing data reliably. API integration is the most common way to achieve it. When a system has no usable API, integration can also be done through scheduled file transfers, direct database connections or browser automation, though those are usually less robust.

Question 5

What is a webhook?

Accepted Answer

A webhook is a message a system sends automatically when something happens, for example when an order is placed or an invoice is paid. It lets the integration react instantly instead of asking the system for changes every few minutes, which is faster and uses far fewer API calls.

Question 6

Real-time or scheduled sync: which do we need?

Accepted Answer

Real-time sync moves data the moment something happens; scheduled sync runs at set times, such as every night. Orders, stock levels and payments usually need real time so customers and staff see accurate information. Reports and analytics are often perfectly fine refreshed once or a few times a day.

Question 7

What is middleware or an iPaaS?

Accepted Answer

Middleware is a layer between systems that receives, transforms and forwards data. An integration platform as a service (iPaaS) is a ready-made cloud version of that, such as Make, Zapier or n8n. We choose the setup based on your volumes, systems and requirements, and sometimes combine a platform with custom code.

Question 8

What is point-to-point integration?

Accepted Answer

Point-to-point means each pair of systems is connected directly. It works well with two or three systems but becomes hard to maintain as more are added, because every new system needs several new connections. Beyond that, a central integration layer that each system connects to once is usually easier to run.

Question 9

What is a REST API?

Accepted Answer

REST is the most common style of API today. Systems send simple requests over HTTPS, for example to fetch or create a customer, and the response usually comes back as JSON. Most modern cloud services, including Xero, QuickBooks Online, HubSpot and Shopify, offer REST APIs.

Question 10

What is EDI, and is it system integration?

Accepted Answer

EDI, electronic data interchange, is a standardised way for businesses to exchange purchase orders, invoices and delivery notes electronically, common with large retailers and wholesalers. It is a form of system integration between companies, and incoming EDI messages can be connected to your own accounting, warehouse or order systems.

Question 11

What is ETL?

Accepted Answer

ETL stands for extract, transform, load. Data is pulled from one or more systems, cleaned and reshaped, then loaded into a data warehouse or reporting tool. It is the usual approach when you want to analyse data from several systems together, for example sales from Shopify alongside costs from your accounts.

Question 12

What's the difference between integration and data migration?

Accepted Answer

A data migration moves data once, typically when you switch from one system to another. An integration keeps systems in sync on an ongoing basis. Many projects need both: first the historical data is migrated into the new system, then the integration takes over to keep everything aligned from that day on.

Question 13

Which systems can be integrated?

Accepted Answer

In principle any system with an API, and many without one. Common examples are CRMs such as HubSpot and Salesforce, accounting software such as Xero, QuickBooks and Sage, webshops on Shopify or WooCommerce, warehouse and stock systems, helpdesks such as Zendesk and reporting tools such as Power BI.

Question 14

What is a CRM integration?

Accepted Answer

A CRM integration connects your CRM to other systems, such as accounting software, the webshop or marketing tools, so customers, deals and activity are identical everywhere. Sales no longer double-enter data, finance gets accurate billing details, and everyone can see the full history of each customer.

Question 15

Can you integrate systems that have no API?

Accepted Answer

Often, yes. Options include scheduled file transfers such as CSV over SFTP, connecting directly to the system's database, or automation that works through the user interface like a person would. We pick the safest option available for that particular system and monitor it more closely than a standard API connection.

Question 16

Can you integrate in-house and legacy systems?

Accepted Answer

Yes. Older and bespoke systems can be connected to modern cloud services, often through their database or a new API we build in front of them. That means you can keep the system that runs your business well while still getting its data into your CRM, accounts and reporting.

Question 17

Can you connect cloud services with on-premise systems?

Accepted Answer

Yes. We set up a secure connection between cloud services and systems running on your own servers, with encrypted traffic, restricted network access and only the permissions the integration needs. Your IT team or provider stays in control of what is exposed.

Question 18

How do you prevent duplicates and bad data?

Accepted Answer

We agree which system owns each type of data and how records are matched, for example by Companies House number, VAT number or email address. The integration validates data before writing it, flags anything that looks wrong for a person to check and never silently overwrites a field another system owns.

Question 19

Are system integrations secure?

Accepted Answer

Yes, when they are built properly. Traffic is encrypted, the integration only gets the permissions it needs, credentials are stored securely and every sync is logged. Where personal data is involved, we design the data flows to comply with UK GDPR and choose where data is processed based on your requirements.

Question 20

Can system integration be combined with AI?

Accepted Answer

Yes, and it is often the step that makes AI useful. Once systems are connected, AI can work on top of them: reading documents and invoices, sorting support tickets, or letting an AI agent carry out whole tasks across several systems, such as qualifying a lead in HubSpot and raising the invoice in Xero.

Question 21

Can you integrate ERP systems?

Accepted Answer

Yes. ERPs such as Microsoft Dynamics 365 Business Central, Sage and NetSuite can be connected to your CRM, webshop, warehouse and reporting tools, so orders, products and customers are the same everywhere and finance isn't reconciling between systems at month end.

Question 22

Can you connect two CRM systems?

Accepted Answer

Yes. It is common when marketing and sales use different tools, or after an acquisition when two companies run different CRMs. Contacts, companies and deals can sync in one or both directions according to rules you set, with clear ownership so records don't overwrite each other.

Question 23

Can you integrate email and calendars with the CRM?

Accepted Answer

Yes. Emails and meetings from Outlook or Gmail can be logged automatically against the right contact and deal, so salespeople don't have to do it by hand and the customer history is always complete when someone else picks up the account.

Question 24

Can you sync data to Excel or Google Sheets?

Accepted Answer

Yes. Data from your systems can be written to a spreadsheet that updates itself. It is often a sensible first step before building a proper dashboard, because the team can keep using a familiar tool while the manual exports disappear.

Question 25

Can you send alerts to Teams or Slack?

Accepted Answer

Yes. The integration can post in the right channel when something important happens, such as a large order, an urgent support ticket or a sync that didn't go through. The right person sees it straight away without checking another dashboard, and the message links to the record that needs attention.

Question 26

Can you build an API for our system?

Accepted Answer

Yes. If your in-house system has no API, we can build one so other systems can read and write data securely. It also makes future integrations much quicker, because every new system connects to the same well-documented interface rather than needing its own workaround.

Question 27

How much does system integration cost?

Accepted Answer

It depends on how many systems and flows are involved and how many edge cases need handling. A single flow between two cloud systems is far simpler than connecting a legacy system to several others. After a free review you get a fixed price proposal, and monitoring and support can be added as a fixed monthly fee.

Question 28

How long does a system integration project take?

Accepted Answer

A well-defined integration between two systems is often live within a few weeks. Larger projects involving several systems are built in stages, so each flow goes into use as soon as it is tested and you get the benefit along the way.

Question 29

What do we need to prepare?

Accepted Answer

Just a list of the systems you use and where your team does double work today. Admin access, API keys and business rules we go through together during discovery, and we tell you exactly what we need from each system owner.

Question 30

Can we start with a single integration?

Accepted Answer

Yes, and we recommend it. We start with the flow that costs the most time and build from there, designed so the next integration can reuse what is already in place, such as logging, error handling and data mapping. You see the value before committing to more.

Question 31

What happens if we replace one of our systems?

Accepted Answer

With a well-structured integration, only the connection to the new system needs replacing; the rest of the flow and its rules stay as they are. That makes future system changes far less disruptive than untangling a web of point-to-point connections, and it shortens the switchover.

Question 32

What happens if a connected system goes down?

Accepted Answer

The integration queues events and retries once the system is back, so no orders, payments or updates are lost. If something still hasn't gone through after a set time, both you and we get an alert with the details needed to fix it.

Question 33

How is the integration documented?

Accepted Answer

You get a written description of which systems are connected, which data moves where, which rules apply and what happens when something fails. It is written so your own team, or another developer, can understand and maintain it, and we update it whenever the integration changes.

Question 34

Do we own the integration?

Accepted Answer

Yes. The integration, the code and all data belong to you, and you have full visibility of how it works. Credentials and hosting sit in accounts you control, so you are never locked in to us to keep it running or to make changes later.

Question 35

What is an integration plan?

Accepted Answer

An integration plan sets out which systems are connected, which system owns which data, how fields are mapped and what happens on errors. Everyone signs it off before work starts, so there are no surprises during the build and the finished integration matches what the business expects.

Question 36

Do we need our own server for the integration?

Accepted Answer

Usually not. The integration can run in the cloud, for example on Microsoft Azure or AWS in a UK region, and we look after hosting. If your policies require data to stay in your own environment, it can run there instead.

Question 37

How do you test an integration before go-live?

Accepted Answer

We test with real examples from your systems, ideally in sandbox or test environments, and work through edge cases and failure scenarios before anything runs live. You review and approve the results before launch, and we usually run the first days with extra monitoring.

Question 38

Can the integration grow as we add systems?

Accepted Answer

Yes. We build so new systems can be plugged in without redoing what already exists, and so the same rules, logging and error handling apply to every flow. In a well-designed setup, adding the fifth system should be quicker and cheaper than adding the second.

	CaptivateClickCustom integration	SpreadsheetsManual transfer	Connector toolsSuch as Zapier or Make
Data updates automatically	Yes	No	Yes
Copes with high volumes	Yes	No	Partly
Handles edge cases and your own rules	Yes

System integration that gets your software talking

System integration: from double entry to one automatic flow

How system integration works, step by step

Something happens in one system

The integration translates

The right systems are updated

You stay in control

System integrations we build most often

CRM integration with your accounts

Webshop and warehouse

Sales and marketing

Customer service and CRM

We integrate the systems you already run

CRM and sales

Finance and commerce

Work tools and data

Spreadsheets, a connector tool or custom system integration?

With system integration, every piece of data has one home

How we build your system integration

Discovery

Integration plan

Build & test

Monitoring & support

A system integration that holds up every day

For businesses with more systems than time to keep them in sync

You move data by hand

Your figures don't match

You've outgrown connector tools

How often is the same data typed in each week?

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What we build besides system integration

AI Automation

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Data into reporting

In-house and legacy systems

System integration and API integration questions