Integrating Salesforce and Zendesk with
a cloud based software comapny
About Company
Our client is a software company that provides a cloud-based project management tool for small businesses. The company had been using Salesforce as their primary CRM platform for managing customer data and Zendesk for managing customer support tickets. Although they found that these two systems were not fully integrated, which led to several challenges.
Project Challenges
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Duplicate Data: The biggest challenge was duplicate data. The customer data was being entered into both, which led to inconsistencies and inaccuracies in the data.
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Inefficient process: The customer support team had to switch between Salesforce and Zendesk to access customer data and respond to tickets, which made the process inefficient.
Lack of visibility: There was a lack of visibility into customer interactions across both platforms, which made it difficult to provide personalized support to customers.
Solutions
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Integration - Cloudy Coders decided to integrate Salesforce and Zendesk to eliminate duplicate data entry and create a seamless customer experience. We used the Salesforce AppExchange to find a pre-built integration app. This app could connect Salesforce and Zendesk.
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Data Mapping - We mapped the customer data between two platforms so that any changes made in one system would automatically update the other.
Single Sign-On - We implemented single sign-on (SSO) so that customer support representatives could access both platforms with a single set of credentials.
Results
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Improved Efficiency: With the integration, the customer support team could access customer data and respond to tickets from a single platform, which improved efficiency and reduced response times.
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Increased Visibility: The integration provided visibility into customer interactions across both platforms, which helped the team provide personalized support to customers.
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Better Data Accuracy: The elimination of duplicate data entry improved the accuracy of customer data, which helped the company make more informed business decisions.