Improving Efficiencies and Data Hygiene for MajorKey
A leading global software solutions provider.
The Customer
MajorKey , a prominent technology company specializing in delivering innovative solutions, faced challenges that hindered its growth and customer satisfaction. As the company expanded, it became evident that their existing systems and processes were not equipped to handle the increasing complexity of their operations. MajorKey partnered with us to streamline their customer service workflows, improve CRM hygiene, and ensure seamless data integration following a recent acquisition.
The company has more than twenty years of experience in Enterprise Service Management, Identity Governance, Cloud Operations, DevOps, and Managed Services.
Business Consulting
Industry
500+
Company Size
$100+ Million
Est. Revenue
Salesforce Org/ Pardot Merger & Consolidation
Solution
Challenges
Inefficient Lead Generation and Account Mapping
MajorKey struggled with identifying and managing potential leads. Their account mapping processes were disjointed and led to compromised CRM hygiene.
Manual Customer Service Processes
Customer issues were handled manually, leading to delays and inconsistent resolutions. Cases were logged in Salesforce Service Cloud but lacked automation, resulting in bottlenecks in case management and communication.
Disconnected Jira Integration
MajorKey used Jira to manage engineering tasks related to customer cases, but there was no integration with Salesforce. This created data silos and increased manual effort for task creation and updates.
Data Migration Post-Acquisition
After acquiring another company, MajorKey faced the challenge of integrating data from the acquired company’s Salesforce instance into their own. This required a seamless migration to ensure business continuity.
The Solution
We collaborated with MajorKey to develop and implement a comprehensive solution tailored to their specific needs. The project focused on three core areas: automation, integration, and data migration.
Service Cloud Automation
- Knowledge Articles: We created a robust library of knowledge articles to empower customer service agents with quick access to solutions for common issues.
- Salesforce Community Portal: A customer service portal was built on Salesforce, enabling customers to resolve issues independently or log cases efficiently.
- Automated Case Assignment: Cases were automatically assigned to the most appropriate service agent based on the customer’s locale, ensuring swift responses.
- Automated Notifications: Customers and agents received real-time updates on case resolutions and status changes, improving communication and transparency.
Salesforce and Jira Integration
- We established a two-way synchronization between Salesforce Service Cloud and Jira. This allowed cases logged in Salesforce to automatically create corresponding tasks in Jira, with updates reflecting across both platforms.
- This integration eliminated duplicate efforts, enabling teams to collaborate seamlessly and resolve cases faster to make user work simpler and easy to manage.
Data Migration
- Following MajorKey ’s acquisition, we migrated data from the acquired company’s Salesforce instance to MajorKey ’s environment. This involved data cleansing, mapping, and validation to ensure accuracy and consistency.
The Result
Our Salesforce experts helped transform MajorKey ’s operations and push them further along their journey of digital transformation. By automation business workflows and manual processes, we significantly reduced manual labor and freed up their resources on more strategic tasks.
The business process automation of Service Cloud and its integration with Jira, more specifically translated to enhanced efficiency across their service operation. This not only reduced costs of manual labor but also improved customer satisfaction as customers got more self service tools and faster responses due to automation.
Our collaboration with MajorKey post-acquisition was key to their business success. Our team ensured MajorKey experienced zero data loss during the migration process and also maintained a high level of data hygiene.