Jason manages a customer support team. His company specializes in developing property management software. The company serves more than 15,000 customers and its client base is rapidly expanding. On a typical day, Jason’s team receives approximately 100 cases and the number increases by 100% post any product update. To log, resolve, and track them, the team relies on the Salesforce Service Cloud. Despite the use of this powerful solution, the job is not without its challenges.
One of the major challenges is that in order to resolve some cases, his team requires help from the product or engineering team. And most of the product information is stored in product management tools, product backlog management tools, and issue and bug tracking tools like Jira.
This not only originates slow and error-prone communication but also proves detrimental to critical customer service metrics. Apart from that, the average case resolution time increases, the productivity of the customer support team nosedives, and the probability of causing customer dissatisfaction increases.
Working on these metrics is essential for any organization aspiring to become “customer-first”. Thankfully, it is doable. All you need is a system that allows a seamless flow of information between customer support, engineering, and product management teams.
Jason, for instance, can integrate Salesforce Service Cloud and Jira. If he actually does that, the benefits to his company will be immense, including:
- 100% case transparency
- Increased productivity
- Faster and smoother case resolution
- Improved customer experience
- Higher CSAT and Customer Lifetime Value (CLV)
Contrary to many suggestions, that are usually proffered, integrating Salesforce Service Cloud and Jira is not only feasible but surprisingly easy through a connector.
Installing a connector will enable Jason’s customer support team to escalate cases, track status, and exchange notes in Salesforce. Grazitti has developed a powerful Salesforce-Jira Connector for customer support leads like Jason. With the Connector, they can:
1. Establish one-to-one or many-to-many mapping between Salesforce cases and Jira issues:
- One Salesforce case can be mapped to many Jira issues
- One Jira issue can be mapped to multiple cases in Salesforce
2. Connect Salesforce with cloud and on-premise versions of Jira
3. Configure assignment rules to automate and define the right hierarchy of a Jira ticket under a project
4. Manage Jira issues directly in Salesforce, including:
- Easily create a Jira issue
- Update a Jira issue
- Link a Jira issue with a Salesforce case
- While creating a case, make use of powerful search to find the existing Jira issues that can be linked to speed up the case resolution process
- Limit or extend the comments’ visibility to support agents
- Track Jira status and update customers
5. Configure custom Jira fields and sync them with Salesforce
6. Enable bidirectional synchronization, including:
- Comment synchronization
- Attachment synchronization (from Salesforce to Jira)
- Deciding the Jira projects that will be synced with Salesforce cases
7. Create rich reports in Salesforce by combining the data from Jira and Salesforce
8. Configure custom Jira fields and sync them with Salesforce
9. Set up and customize the connector to adapt to your business use cases
Think Grazitti’s Salesforce-Jira Connector is just the solution you were looking for? Want to know more about the connector?
Watch this 4-min demo video to see the Connector in action.