VerticalResponse Inc. provides a full suite of self-service marketing solutions for small businesses including email marketing, social media, online event marketing, postcard marketing and online surveys. Their mission is to empower small businesses and non-profit organizations to easily and affordably create, manage and analyze their own marketing campaigns.
The Project: A Single Connector, Multiple Benefits
VerticalResponse uses the Connector for Salesforce.com and JIRA from ServiceRocket to link customer bug reports (Salesforce.com cases) to engineering tickets in JIRA. This allows us to create a new JIRA ticket directly within Salesforce.com. Any updates to the ticket can also be added via Salesforce.com, and Salesforce.com users can view any new JIRA ticket comments. JIRA users can also quickly pull a Salesforce.com case from the JIRA ticket and log into their instance of Salesforce.com if they require additional information.
Our Support Leads benefit from not having to log-in to yet another interface amidst their already crowded browsers. Support Representatives benefit as well–as they don’t have access to the JIRA system, the integration allows them to see notes and updates on each case’s progress. Management can run reports in Salesforce.com that indicate which bugs have the greatest customer impact, and relay that prioritized information to the Engineering Team.
The Voice of the Customer
“I believe any Salesforce.com organization using JIRA and cases to triage bug reports would see similar benefits toward greater efficiency.”
Director, Customer Support
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