This blog was originally posted by Greg Warner on January 17, 2017. It was last updated by Aidin Mahmoodi on October 5 2020
Combine the CRM power of Salesforce with the collaboration and work management power of Atlassian.
Salesforce took the CRM world by storm with its cloud-based architecture which quickly became a standard for managing sales and marketing operations. With so many applications relating to customer data at some point, there are quite a few good business reasons for connecting Salesforce with Atlassian tools.
Organizations managing customer account data in Salesforce and customer service / technical support requests and reporting data in Atlassian’s applications stand to gain many collaboration and productivity benefits through data integration between the two ecosystems.
The Business Benefits
Let’s start by reviewing some of the business requirements, and benefits, of this type of integration.
A view of the customer lifecycle
If Salesforce is used for account management and Atlassian’s Jira is used for incident management, a consolidated view will eliminate staff within the same organization being unaware of customer challenges. A customer who has been waiting for a product or service to be delivered is unlikely to be responsive to a sales agent not aware of this delay. Staff on the sales side can create issues in Jira from Salesforce and multiple cases can be mapped to a single Jira issue.
Better up- and cross-selling
Better informed sales and marketing staff are more likely to be able to offer a customer more relevant deals. Agents can see synchronized updates and comments in Salesforce and Jira. This type of integration can be a catalyst for revenue generation.
Connecting Salesforce with Atlassian’s Confluence is a great way to get the most up-to-date customer information into your sales and marketing reports. You can display a list of Salesforce records in a table and then the incoming data set can be restricted by specifying conditions. There are also options for advanced reporting, and integrated reports across Jira from Salesforce data can be generated for product planning.
Save staff time
One benefit that should not be underestimated is the staff time saved by not having to juggle two separate systems for everyday customer management tasks. Time is money and productivity, and this is particularly important for frontline sales and customer account managers. Business success depends on efficiently getting the right information in front of them, at the right time.
Atlassian Marketplace Connectors
At ServiceRocket we’ve developed a number of connectors for integrating Salesforce to Atlassian tools – both on-premises and cloud-based – and offer support for organizations looking to gain a more holistic view of customer requirements and business operations. These ServiceRocket connectors are also available on the Atlassian Marketplace:
Combine the power of Salesforce and Atlassian and align your cross-functional workflows. Get started now and reap the benefits.
How DoubleDutch Connects Salesforce and JiraLearn how Doubledutch connected Salesforce and Jira to sync customer data between services, sales, and software development teams to have a complete view of customer activity and saved 75+ hours per week updating issues and cases.