A Success Story
Cybersecurity & Network Security
United States of America
5K-10K Employees
Salesforce-Jira Integration
The engineering team at a leading cybersecurity organization struggled with significant operational inefficiencies due to a lack of real-time synchronization between their Salesforce and Jira platforms. This led to delays in information flow and the handling of customer issues, impacting both customer satisfaction and engineering efficiency.
The absence of effective synchronization between Salesforce and Jira posed significant business challenges:
The lack of instant data sync between Salesforce and Jira resulted in fragmented data and manual updates, increasing the risk of errors and hindering effective team communication and collaboration.
Our client's engineering team got derailed without a unified system, which resulted in misplaced prioritization of customer issues in terms of severity and business impact. This also led to suboptimal resource allocation.
Manual follow-ups with the engineering team delayed customer service. This to-and-fro hindered the support team’s delivery of detailed, accurate updates, impacting overall customer satisfaction.
Report generation by collating data from Salesforce and Jira was cumbersome and demanded substantial effort. This increased the chances of errors and diverted valuable resources from strategic tasks.
The absence of a direct interface to create cases in Salesforce from Jira and report bugs from Salesforce led to potential data discrepancies and prolonged resolution times. Switching between platforms hindered workflow efficiency, which negatively impacted the customer experience.
To address the challenges, we implemented our solution, Sinergify, to integrate Salesforce and Jira for real-time data sync. The integration utilized Workato’s API Proxy feature, eliminating the need for IP whitelisting and exposing their Internal Jira directly to the internet. Sinergify’s customization ensured smooth authentication and effective data transfer between Salesforce and Jira, without compromising security.
The implementation of Sinergify resulted in:
Faster SLAs
Reduced Operational Cost
Boost in Employee Collaboration & Efficiency
The integration of Salesforce and Jira has been transformative for the organization, addressing their critical need for seamless data exchange between the two platforms. It improved the organization’s operational efficiency, customer response time, and case prioritization, ultimately contributing to business success.
