Agentic AI and API-Driven Order-to-Cash Integration: Resilient Orchestration Across CRM and ERP Systems

Abstract

Order-to-Cash (OTC) is a mission-critical, multi-system workflow spanning customer capture, order booking, fulfillment, invoicing, and financial posting across CRM and ERP platforms. Prior to this work, the integration layer relied on legacy, externally hosted middleware operating outside the enterprise's security and governance perimeter. This produced service outages, opaque incident response, and inconsistent error semantics, resulting in significant rework across CRM and ERP teams. The modernization described herein replaces that brittle layer with an enterprise iPaaS equipped with agentic AI capabilities, structured data validation, and end-to-end observability. The outcome includes zero unplanned downtime on the OTC path, accelerated customer order processing, on-time invoicing, and measurable improvement in revenue capture. This paper details the architectural decisions, design patterns, implementation mechanisms, and operational outcomes that drove these results.