Salesforce Jira Integration: A Successful Customer Story
Customer Profile:
Customer is a product-based company that provides effective solutions for B2B & B2C marketplaces. Customer is known for their commitment to innovation, providing powerful and affordable solutions with the potential of global reach.
Problem Statement:
Customer uses Salesforce platform for managing client support and CRM activities. Over a period of time they had challenges in streamlining the customer requests and handling flow of multiple client cases due to:
- Longer case resolution time
- Information silos between end customer and their development team
- Lack of real-time data resulting in increased human errors and TAT
- Increased costs and lower customer satisfaction
Solution:
After careful consideration of their problem and assessing their current organizational workflow, Infopine came up with the solution of integrating internal collaboration tool Jira with their Salesforce platform.
In this Salesforce Jira integration, we automated the sync process between Jira and Salesforce. The sync was implemented bi-directional. This automation enabled the development team and client groups to effectively track and monitor cases in the respective restricted environment. This allowed customer to:
- Streamline updating and tracking log cases from their community portal
- Directly assign a particular ticket to a concerned developer on Jira
- Establish easy communication between both teams by adding comments on Jira
- Facilitate two-way data sync between Jira and Salesforce community cloud allowing for smooth data flow
Technology Used:
- Salesforce Community Cloud
- Visual Force, Apex, Lightning
- Salesforce standard & custom objects declarative platform capabilities
Results:
The effective Salesforce Jira integration resulted in:
- Zero silos between teams
- Improved TAT score by up to 20-25%
- Reduction in support ticket by 30-35%
- Increased CSAT score by 30-50%
- Availability of data in real-time
- Cross-team and cross-platform collaboration
- Seamless case tracking on the customer’s end
- Integration helped in reducing the subscription for community cloud license
Contact Us
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