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Why connecting Salesforce with Atlassian applications makes business sense

Posted by Greg Warner on January 17, 2017

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The widely popular CRM also plays well with Atlassian’s collaboration and work management tools

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 organisation 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. As a further to the above point, 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.

Improved reporting. Hooking up 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 the data set fed in 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.

Real-time collaboration. Connecting HipChat with Salesforce brings an exciting level of real-time communication to people using the CRM. Information about a Salesforce object can be seen right in the chat window and staff can get updates on leads, opportunities, accounts, contacts and cases right from within HipChat. And a summary of Salesforce activities can be seen in the HipChat sidebar.

Save staff time. Did I mention the time saving of not having staff juggle two separate systems for everyday customer management tasks? Time is money and productivity, and this is particularly important for front-line sales and customer account managers. Get the right information in front of them in a user-friendly way. 

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 available on the Atlassian Marketplace

These connectors make getting started and discovering the business benefits of linking Salesforce and Atlassian nice and easy.


How DoubleDutch Connects Salesforce and JIRA

Learn 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.

View Case Study 

 

Topics: Atlassian, collaboration, Salesforce, Services, DoubleDutch

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