Imprivata Uses Goldfinger’s CRM Plugin to Seamlessly Integrate Salesforce and JIRA
Imprivata®, the digital identity company for healthcare, provides identity, authentication, and access management solutions that are purpose-built to solve healthcare’s unique workflow, security, and compliance challenges. Imprivata enables healthcare securely by establishing trust between people, technology, and information across the increasingly complex healthcare ecosystem. For more information, please visit www.imprivata.com.
Imprivata’s Customer Support team relies primarily on Salesforce to log, resolve, and track customer cases and serve its growing customer base around the globe. One of the major challenges was that in order to resolve some of these cases, the team required seamless collaboration with the Product Engineering team, which operates exclusively within Jira for issue and bug tracking.
As a result, teams had to juggle two separate systems for everyday customer engagement tasks. This prevented the seamless flow of information between teams and led to the risk of miscommunication, duplication of efforts, and inability to move swiftly on customer issues.
What Imprivata needed is a system for enabling a seamless flow of information between their support and engineering teams. Their search for a reliable solution led them to Goldfinger’s (formerly Go2Group) CRM Plugin for Jira – an easy-to-use solution that supports a bi-directional integration between Jira and Salesforce and allows users to create, update, and track issues in Jira from within Salesforce.
The solution was rolled out to Imprivata’s global Customer Support team and the implementation completed quickly. Users can now:
Create new Jira issues at the click of a button – populating required fields with data already within the Salesforce case.
Track issues with the help of a Jira ‘Panel’ within Salesforce, which updates dynamically and alerts a Customer Support Engineer in case there is an update from the engineering team in Jira.
The integration enabled silo-free interactions between Imprivata’s customer-facing and back-end teams and allowed them to work together in a way that caters to all their work item needs as it related to their customer requests.
Enhanced team collaboration – The ability to easily link issues between support and development work environments facilitated fluid cross-team communication and improved transparency.
Improved productivity – Automation of work between Jira and Salesforce significantly reduced the time spent in going back and forth between systems to understand the big picture.
Greater customer satisfaction – The integration provided improved visibility to different teams, making sure cases are resolved fast; thereby, improving customer satisfaction.
As technical complexity in the workplace increases, it is more important than ever to have seamless integration between systems. The easy and powerful integration between Salesforce and Jira enabled by the plugin will not only facilitate greater cross-functional collaboration and continuous improvement in productivity at Imprivata, it will also help them gain a more holistic view of customer requirements to take their customer service to the next level.
“The time savings of not having to go back and forth between systems is considerable, this investment has also had a positive effect on our employee satisfaction, which no doubt is passed on to our customers.”
Interim Leader of Customer Support
Marin Software Uses Goldfinger’s CRM Plugin to Connect Salesforce and JIRA for a Superior Customer Experience
Headquartered in San Francisco with offices worldwide, Marin Software provides industry-leading enterprise marketing software for advertisers and agencies around the globe.
Marin Software uses Salesforce for managing their customer account data and Atlassian’s Jira for issue and project tracking. It was important to connect these two ecosystems in order to enable a consolidated view of customer activity and ensure alignment between their development efforts and overall customer outcomes. Integrating Salesforce and Jira would allow them to bridge the gap between their customers and engineering resources and prioritize the right features and fixes to focus on based on customer impact.
Marin Software initially considered building the sync functionality between Salesforce and Jira in-house. However, when scoping an in-house solution they realized that the high degree of complexity involved in integrating the two different platforms was not worth their time and effort. Their search for a reliable solution led them to Goldfinger’s (formerly Go2Group) CRM Plugin for Jira.
The CRM Plugin for Jira helped Marin Software meet the stated challenges by providing an all-in-one solution that allowed a bidirectional integration of Salesforce and Jira and automatic exchange of data between both instances – displaying CRM data on the Jira issue screen and Jira data in the CRM system. This eliminated collaboration barriers among their Engineering, Sales, and Support teams and provided the necessary context to quickly prioritize issues and tasks based on overall customer impact and associated revenue.
Goldfinger’s experts worked closely with the team at Marin Software and provided them the necessary support to implement the solution on a custom object in Salesforce. The first phase of implementation was focused on bugs, which required training Marin’s Support teams to link cases and escalations in Salesforce to the relevant bug in Jira. The second phase focused on feature requests and training their Account Management and Customer Engagement teams to link accounts in Salesforce to the relevant feature in Jira.
Goldfinger’s Plum CRM Plugin for JIRA allowed the customer’s team to link their Salesforce records to corresponding issues and objects in Jira through a seamless workflow. This facilitated organization and prioritization of issues and tasks based on overall impact and voice of customers, resulting in optimal delivery and improved customer satisfaction.
The flexibility and functionality afforded by the plugin allowed Marin Software to keep customer priorities clear, make communication with customers seamless, and streamline response time. It will provide the much-needed visibility into their customer lifecycle and create the expected synergy between their Jira and Salesforce ecosystems, speeding up their journey toward greater customer-centricity in the long run.
“Our engineering organization is now able to prioritize JIRAs based on affected customer count and Annual Recurring Revenue (ARR). Bugs affecting a large number of smaller customers are now viewed at a higher priority by aggregating the overall customer impact. Feature requests are now prioritized based on a collective voice instead of single customers.”
Vice President, Customer Intelligence
For Say Media, Salesforce and Jira Integration Using Goldfinger’s Plum CRM Plugin Helps Achieve Business Efficiency and Cost Savings
Say Media is a vertically integrated content network of independent content creators who build passionate communities around consumer interests such as style, living, food, and technology. The company provides simple, accountable ways for the world’s top brands to engage with their passionate audiences at scale. Say Media’s digital publishing platform, Tempest, and media services provide clients with web presence and ad related monetization. The company has 450 million monthly page views across its network of nearly 40 partners. Current publishing partners include RachaelRay.com, Airows, xoJane, Fashionista, Biography.com, and Cupcakes and Cashmere.
Say Media uses Salesforce Enterprise Edition for its 90 active users as well as Atlassian Jira Server and Jira Server Agile. Its IT support team (an IT Analyst, Sr. IT Analyst, and Director of IT) are in charge of the implementation and maintenance of the Goldfinger (formerly Go2Group) CRM Plugin. All software is hosted in the Say Media data center.
Say Media was using an antiquated task management product to connect to Salesforce and synchronize opportunities and creative assets from the sales staff and site producers to the creative studio. The system had not been updated due to a fragile synchronization process that depended on custom code. Upgrading just the non-custom components would be lower risk but would miss feature and stability improvements that the company needed. The IT department wanted to find a way to upgrade to Atlassian Jira, but Say Media was hesitant to transition from its already complex integration and was unsure of how the change would affect its 90 active Salesforce users. Implementing the Goldfinger CRM Plugin would require process changes and re-education for the users working in Salesforce.
The Goldfinger CRM Plugin allowed Say Media’s creative studio and ad operations teams to use Jira as their project management platform. By standardizing on one project management platform, Say Media streamlined and simplified its workflow. Atlassian Jira was previously isolated to the engineering department. Based on the demonstrated effectiveness of the CRM Plugin, other departments have expressed an interest in moving to Jira. “The Goldfinger CRM Plugin has impacted the success of our organization in allowing new employees an opportunity to quickly learn and ramp up using a project management application used widely throughout the organization. Many of us live and breathe Jira, and the more our company that is familiar with it and the processes afforded by it, the better off our company is as a whole,” said Russell Eutsler, IT Analyst at Say Media.
Even without a formal ROI analysis, Say Media has demonstrated cost savings. Upgrading the standard components of the previous system would have started at $10,000; and there would be substantial additional costs to upgrade the custom coded elements to meet Say Media’s needs.
Say Media has saved in Salesforce licenses by transitioning some of its 90 active Salesforce users from working within Salesforce (at a cost of approximately $110 per month) to Atlassian Jira, saving thousands of dollars annually.
Other departments are interested in migrating. Say Media’s engineering department is excited about the possibilities of integrating their second Salesforce instance and connecting Salesforce to existing Jira workflows for other engineering projects. By using the CRM Plugin, the engineering team can focus on the core aspects of the company’s business without worrying about whether the system is being utilized effectively.
Why Plum CRM?
Say Media has been working with Goldfinger since January 2015, when the company first discovered Goldfinger while searching for Jira/Salesforce integration plugins in the Atlassian Marketplace. Say Media made the decision to purchase Goldfinger’s CRM Plugin after reading many positive four-star reviews in the Atlassian Marketplace and being provided with an initial 30-day free trial license.
According to Say Media, the top benefits of the CRM Plugin are the flexibility and functionality afforded by the plugin’s ability to map almost anything in Salesforce to corresponding issues and objects in Jira. This allowed Say Media to transition core aspects of its business from an antiquated project management system to Jira, which has improved the collaboration and effectiveness of their teams. In addition, the world-class technical support and willingness of the Goldfinger development team to implement bug fixes and feature requests in a timely manner made choosing Goldfinger a no-brainer.
“Having an easy to use interface for selecting various fields and objects from Salesforce has given me a better understanding of how Salesforce works under the hood, and we’ve been able to accommodate almost every request from the teams requiring information from Salesforce who prefer to work within Jira for issue and project management. The level of functionality and support provided by the CRM Plugin team has exceeded our expectations,” said Eutsler.
“This plugin is effortless. A quick install and you are up and running, seamlessly collaborating between two of our most critical software platforms (Salesforce and JIRA). Within our environment, it eliminated an entire project management software solution and saved countless hours of productivity. A great product!”
Director of IT