A mid-sized SaaS provider specializing in digital solutions for the automotive industry. They deliver a platform designed for auto repair shops and dealerships, offering CRM, web design, customer feedback, and business analytics. Their clientele includes independent repair shops, tire shops, and service centers, aiming to streamline customer interactions and service management.
The client used Salesforce Service Cloud to manage customer inquiries and service requests while their internal development and product teams relied on JIRA for issue tracking and software enhancements. The absence of integration between these systems resulted in operational inefficiencies and delayed issue resolution, ultimately affecting customer satisfaction. To address this, the client engaged AllianceTek to develop a seamless integration between Salesforce and JIRA, enabling automated data synchronization and improved collaboration.
01
Support agents had to manually enter data from Salesforce cases into JIRA, resulting in delays, errors, and inconsistencies.
AllianceTek implemented automated ticket creation using middleware. Whenever a case was logged in Salesforce, a corresponding issue was automatically generated in JIRA with key details like issue title, priority, and customer information.
02
Support teams lacked visibility into the status of issues in JIRA, leading to repeated customer follow-ups and delays in providing updates
Real-time synchronization was established using JIRA Webhooks. Any status changes in JIRA were automatically reflected in Salesforce, giving support agents immediate access to updated issue statuses.
03
The disconnect between Salesforce and JIRA led to miscommunication between support and development teams, delaying issue resolution.
AllianceTek facilitated seamless communication through bidirectional data syncing. Comments and updates from JIRA were synced to Salesforce cases, ensuring both teams worked with the latest information.
04
Mapping fields such as “Priority,” “Shop ID,” and “Service Type” between Salesforce and JIRA required intricate customization.
AllianceTek customized the middleware to map specific fields accurately, ensuring consistent data flow across both systems.
05
Securing data transmission between Salesforce and JIRA was critical.
OAuth-based authentication was implemented to ensure secure and authorized communication between the systems.
Automated Ticket Synchronization: Automatic creation of JIRA issues from Salesforce cases.
Real-Time Updates: Live synchronization of issue statuses and comments between JIRA and Salesforce.
Custom Field Mapping: Mapped essential fields like “Shop ID” and “Service Type” for accurate data tracking.
Dashboards: Custom dashboards in Salesforce provided agents with visibility into JIRA issue statuses.
Notifications: Automated alerts for critical issue status changes.
AllianceTek’s integration solution delivered significant operational and customer service improvements, including:
Increased Efficiency: Automation reduced manual tasks by 45%, enabling agents to focus on customer service.
Faster Issue Resolution: Streamlined collaboration between teams led to a 30% reduction in average resolution time.
Improved Customer Satisfaction: Real-time updates and faster resolutions contributed to a 20% increase in customer satisfaction scores.
Error Reduction: Automated synchronization minimized errors in data entry and status tracking.
AllianceTek’s integration of Salesforce with JIRA revolutionized the client’s support process. By automating ticket synchronization and enabling real-time updates, the solution significantly enhanced collaboration between customer support and development teams. This integration empowered auto repair shops and service centers to deliver exceptional service, reinforcing the client’s reputation as a leader in the automotive SaaS industry.
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