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Resolving the Problem of Data Synchronization with Salesforce (Case Study)

A major challenge faced by many companies in the Banking, Financial Services and Insurance (BFSI) sector is ensuring hassle-free synchronization of data in the multitude of IT systems; poor flow of data between various applications results in data visibility problems and badly affects the ability of the businesses to make the right decisions.

Organizations can resolve this problem very effectively, using cutting-edge web services and APIs. Today, we’ll see how Solunus helped a leading financial services provider resolve the problem of poor synchronization of data with their Salesforce system, and thereby, get a 360-degree view of their operations.

About the Client

The client is a well-known financial advisory firm, based in Dallas, Texas. The company provides a wide range of services including financial planning, risk management and investment hedging. It has been serving several High Networth Individuals (HNIs) in various states of the US, since 2010.

Project Overview

The client approached us to develop a robust solution to ensure seamless synchronization of its data in MS-NAV 2009 R2, JIRA and 8X8 Call Center systems with Salesforce. They also wanted us to help them design an automated process to handle projects and service requests using Salesforce.

Challenges Faced by the Client

  • The client uses MS-Dynamics NAV 2009 R2, JIRA and 8x8 Call Center along with Salesforce, resulting in synchronization issues

  • They were unable to push records from Salesforce to other systems and vice-versa.

  • There was no automated process to handle their projects and service requests in Salesforce CRM

Solution Provided by Solunus

We implemented Salesforce Sales Cloud and Salesforce Service Cloud. Our experts automated the complex date calculations through our custom code, which dynamically changes the dates depending on multiple use cases. Our solution also included the following.

Integration of Salesforce with JIRA

Our team leveraged JIRA’s Rest API to successfully integrate JIRA with Salesforce CRM. This ensured hassle-free flow of data between the two systems.

Connecting Salesforce with MS-Dynamics NAV 2009

We integrated Salesforce with cloud-hosted MS- Dynamics NAV 2009 through SOAP web services; the integration went a long way in eliminating data synchronization issues between the enterprise IT platforms.

Automation of Service Requests and Call-handling Process

Our experts automated service requests and the call handling process by integrating Salesforce Service Cloud with 8x8 Contact Center. This paved the way for a significant improvement in service rep productivity.

Enabling Service Reps to Create Issues in JIRA

We worked with the IT team of the BFSI company to enable its service reps to create issues in JIRA in real-time, using the Service Rocket app.

Business Results

  • 360° View of Business Data

  • 38% Increase in Productivity