Enabling an IT Services Firm Reap Rich Dividends with Salesforce

Our Solutions

  • We automated the complex date calculations through our custom code, which dynamically change the dates depending on multiple use cases.

  • Our team leveraged JIRA’s Rest API to successfully integrate JIRA with Salesforce CRM

  • We integrated Salesforce with cloud-hosted MS- Dynamics NAV 2009 through SOAP web services

  • Our experts automated service requests and the call handling process by integrating Service Cloud with 8x8 Contact Center

  • We also enabled service reps to create issues in JIRA in real-time, using Service Rocket app

Enabling an IT Services Firm Reap Rich Dividends with Salesforce

Client Challenges

  • 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

Business Outcomes

  • Seamless data flows between various systems used by the client

  • A significant reduction in the time spent in switching between the systems to capture the account information manually

  • The ability to handle service requests efficiently and enable reps to escalate every issue quickly

  • The financial team always has updated information and processes the invoices at the right time

  • A 38% increase in productivity

Conclusion

Implementation of Sales Cloud and Service Cloud and Integration of Multiple Systems Helps Resolve Data Synchronization Issues and Problems Associated with Manual Processing Resulting in Seamless Data Flows and a 38% Increase in Productivity