Overview and Use Case
An insurance company that provides coverage for vehicle owners without traditional insurance coverage reached out to us for assistance.
With the increasing number of registered brokers, the company has continued to scale and attract new customers. This has also led to the addition of multiple SaaS applications and CRMs, such as Jira and Salesforce.
These new tools allow them access to various work types (formerly, issues in Jira) (sales opportunities, accounts, contact information, client feedback, requests, and other custom field data) to ensure real-time updates between the financial and insurance teams.
One of the use cases they wanted to implement was to link Jira comments with Salesforce Case fields (comments, attachments, descriptions, accounts, etc.).
They also wanted to split cases from Salesforce into different work types in Jira (support, bugs, and feature requests).
Challenges
When the company changed tools, they couldn’t find a way to integrate data from Jira to Salesforce without manually requesting and copying the data.
At first, there was no integration solution on board to ensure that the incidents coming in from both sides were visible to all parties.
So, they chose an out-of-the-box ITSM solution but ended up struggling with connecting different request types, custom fields, and comments in Jira and Salesforce.
It was hard to connect different request types. The comments were not synchronizing as expected.
— Jira Service Management Expert, Jira Administrator
Teams also wanted an integration option they could customize and maintain.
Solutions
Since they mostly wanted to send data coming into Salesforce over to Jira, they needed a one-way integration. But considering they also occasionally needed to send comments from Jira to Salesforce, they chose Exalate’s integration solution.
We used AI Assist with Exalate’s Script mode to set up the synchronization according to our use case, thanks to its great customizability.
— Jira Service Management Expert, Jira Administrator
The main selling point was the integration’s customizability, which allowed teams to set up their instances however they wanted.
They also used the scripting engine to write conditionals and expressions to control how both instances interact with each other.
Why Exalate?
According to the company rep, the team chose Exalate for the following reasons:
- It supports near real-time synchronization.
- The decentralized architecture allows teams to work autonomously.
- The AI-powered scripting engine allows configuration with infinite possibilities.
- The synchronized data doesn’t exist outside the environment.
- The support team was also helpful in addressing issues and setting up the connection.
The thing we liked the most about Exalate was the troubleshooting tools that were on offer. They are way, way better than the other tools we had.
— Jira Service Management Expert, Jira Administrator
Results
After a few months of introducing Exalate into the company’s workflow, they came back to report the following improvements:
- Increased customer satisfaction
- Faster average response and resolution time
- Autonomy for teams to close and open tickets on their end
- Smooth and accelerated scripting experience with AI Assist
- Seamless collaboration between finance, incident management, and insurance teams.
Future
Based on their experience working with Exalate, the company believes they will use the integration solution to connect with more teams and partners.
Going forward, they foresee Exalate connecting teams that use Jira Service Management, making the company’s ESM scenery stronger and more resourceful.
