How Mitratech Scaled Integrations from 2 to 300 Customers and Improved Retention

At Mitratech, a company specializing in legal, governance, compliance, and HR solutions, seamless customer integration was a distant goal for many years. Tim Jorgensen, Senior Manager, Strategic Integrations at Mitratech (formerly Trakstar), has been at the forefront of a transformation that revolutionized their approach to customer integration. With Workato, Mitratech now provides a flexible, customer-focused integration experience.

The Struggle to Say “Yes” to Customers

Before adopting Workato, Mitratech had significant hurdles in offering the integrations customers requested. “The biggest hurdle that we had was just that we didn’t have integrations,” Jorgensen recalls. During his time with Trakstar, they operated with a lean team, so adding integrations was challenging given the already packed roadmap, with prioritized items considered essential for product development. When clients requested connections to their data sources or workflow automations, the team had to respond with, “We’ll try, we’ll put it on the roadmap,” making it difficult to meet their demands quickly.

This limited integration capability also posed challenges to both customer acquisition and retention. In a market where companies increasingly needed streamlined software ecosystems, Mitratech’s inability to integrate easily became a significant disadvantage. Customers often looked for platforms that could connect with their existing systems, and the absence of such functionality at Mitratech meant missed opportunities and retention issues.

From 2 to 300: Scaling Integrations for Customers

The arrival of Workato marked a turning point. “Workato changed all of that,” says Jorgensen. Mitratech integrated Workato’s Embedded Platform primarily for customer-facing integrations, allowing the company to meet specific customer needs quickly and effectively. With Workato in place, Mitratech could confidently respond to integration requests, transforming the customer experience from uncertainty to capability.

The results were immediate. Within Jorgensen’s first year after implementing Workato, Mitratech grew from serving only two customers with integrations to connecting around 300 clients. Many of these integrations were for data transformation and workflow automation, which had previously been painstakingly slow to accomplish. This shift enabled Mitratech to scale integrations without disrupting the engineers’ primary tasks, a crucial factor in a company with limited resources.

Building an Integration-Focused Team

A key element in Mitratech’s success with Workato was the creation of an integration-focused team, with Jorgensen leading and mentoring staff to work with the platform. The power of Workato is that it doesn’t require extensive engineering expertise, making it accessible to a broader range of team members. Through training in Workato’s automation program, even those without an engineering background learned to not only implement but also build integrations from scratch.

Treating Workato integrations as a product in itself allowed Mitratech to take a strategic approach. A dedicated product manager mapped out customer needs, and the team prioritized the most impactful integrations over the coming year. This strategic shift enabled the company to build integrations that served the majority of customers instead of addressing isolated requests.

Higher Retention and Stronger Customer Relationships

The effect on customer retention was significant. Integrated customers demonstrated a Gross Dollar Retention (GDR) rate that was eight points higher than non-integrated customers. This improvement in retention underscores the power of integrations in providing a holistic solution that customers could count on. As Jorgensen notes, the success in integration efforts also contributed to a meaningful lift in overall customer retention for Mitratech.

Scaling Workato Across the Mitratech Portfolio

Since Trakstar was acquired by Mitratech, Workato’s role has expanded even further across the organization. In addition to Trakstar’s integration needs, Mitratech is actively incorporating Workato into other applications within its portfolio, such as TalentReef, which leverages Workato to push user data to Human Resource (HR) and payroll systems. As Mitratech explores more possibilities, Workato’s integration platform continues to play an essential role in aligning multiple systems within Mitratech’s suite of applications.

A Career Built Around Integration and Mentorship

For Jorgensen, the move to Workato not only transformed Mitratech’s operations but also shaped his career. He has had the opportunity to blend his technical roots in software development with his passion for mentoring and team leadership. As Jorgensen trains new team members on Workato, he sees firsthand how accessible the platform makes integration, even for those without prior experience.

In the end, the partnership with Workato empowered Mitratech to serve a growing customer base with flexible, reliable integrations, creating a solid foundation for future growth. For companies like Mitratech that are focused on providing comprehensive, customer-centric solutions, platforms like Workato are not just tools—they are essential components of their value proposition, helping to build stronger customer relationships and foster long-term success.