Salesforce Integration with NAV, JIRA, 8×8 Call Center - Solunus

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Salesforce Integration with NAV, JIRA, 88 Call
Center
Case Studies
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About This Project
The client is an industry expert providing
retailers with a choice of on-demand self-scan
inventory solutions via a solution-as-a-service
model. The client has been offering their
services for 42 years and is a market leader due
to their incredible partnership model with their
customers. The client approached Solunus to help
transform Salesforce platform to handle their
projects, customer service request, and order
placement.
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The Challenge
Despite having been using Salesforce for a long
time, the client hadnt integrated the CRM with
their other enterprise systems. Hence the
processes and data were never in sync.The prime
challenge was to connect Salesforce with multiple
environments such as the MS Dynamics NAV 2009 R2
hosted in a public cloud environment, JIRA, and
88 Call Center. The client envisioned automated
processes to handle their projects and service
requests in Salesforce CRM which required
seamless dataflow between Salesforce and the
above-mentioned external systems.
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Solunus Solution

• Solunus deployed a team of a technical architect
  consultants with deep expertise in implementing
  and integrating multiple systems for this
  project. Our implementation included
• Sales Cloud
• Automated the complex date calculations
  through our custom code, which dynamically
• change the dates depending on multiple
  use cases.
• Leveraging the JIRAs Rest API to
  successfully integrate JIRA with Salesforce CRM,
  thus
• the issues are created synced back and
  forth between JIRA and Salesforce seamlessly
• through batch sync.
• The jobs created in JIRA system is pulled
  under accounts.

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• Integrated Salesforce with cloud hosted MS
  Dynamic NAV 2009 through
• SOAP web services providing the ability to
  push records from Salesforce
• to NAV in real-time and through nightly
  batch sync.
• Service Cloud
• Automated the service requests call
  handling process by integrating
• Service Cloud with 88 contact center.
• The integration with JIRA through Service
  Rocket app enabled service
• reps to create issues in JIRA in
  real-time.

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Business Impact

• With our implementation, the client was able to
  achieve the following results
• The automation impacted the way jobs were
  created for an Account. The
• implementation reduced the time spent
  in switching between two systems to capture
• the account information from the CRM
  manually.
• Our implementation transformed the entire
  project creation process. As a result, it
• saved a lot of time of manual updating
  of issues and dates of the project activities.
• Integrating Salesforce with MS Dynamic NAV
  2009 system simplified the business
• processes. CRM data flows into NAV
  seamlessly, thus the financial team always has
• updated information and processes the
  invoices at the right time.

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• Service requests are handled efficiently and the
  reps are able to escalate every issue quickly.
• 88 contact center integration with Salesforce
  made registering a case easy which result in the
  increase of productivity and the performance of
  customer service agents.

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