How efficient interaction between different departments works.
Problem: customer data is scattered over different applications
“I want to have more efficient team collaboration between departments that work with customers: Sales, Marketing and Support.”
“I want to have more efficient team collaboration between departments that work with customers: Sales, Marketing and Support. I guess it could be done if they had a common source of information about leads, prospects, end users. How can we orchestrate the work of these departments to improve customer experience?“ – Alexander Borodich, co-founder and CDO, MyWishBoard.com
This problem can be solved when we use a powerful CMW Tracker feature: API integration based on web-services. With its help, we can unite different solutions, for example, SalesForce and CMW Tracker IT Help Desk. This way, the solutions will use shared data, and all the three departments you mention will have access to it. This topic will tell you how we made it.
Solution
CMW Web-Services API integration feature makes it possible to connect your solution with other systems and applications. This way, the new system or application becomes an integral part of your existing infrastructure. Different departments will use shared data. That is what can be called your left hand knows what your right hand is doing.
“It doesn’t take me long to think it over when a customer calls us and says: “I’ve purchased products from you and I need some help.”. I don’t need to ask him what exactly he bought. I just take a glance at his Customer Record which contains his products, contacts, previous support cases, everything. In other words, we keep to the point right from the start.“ – Denis Kuznetsov, CMW Support Team.
“It was in his Customer Record in CMW Tracker along with his contact and lead information from SalesForce. So I knew what he was interested in. It helped us to have a much more productive dialogue.“
“It happened just yesterday when we were on the phone with a customer. He’d mentioned that he had recently had a chat with the support team. I saw at once what it was about. It was in his Customer Record in CMW Tracker along with his contact and lead information from SalesForce. So I knew what he was interested in. It helped us to have a much more productive dialogue.“ – Chris Scorazzi, Sr. Sales Executive, CMW
Our Marketing and Sales departments use SalesForce. This solution stores information on the same customer in two separate objects: lead and opportunity. The Support team uses the our IT Help Desk solution. This way, information about one customer was split until we integrated the two solutions. When the all that data is pulled into CMW Tracker, you can see it in a single Customer Record. There is no need to switch between applications for you to see it all in one view. Updates are available globally across the applications. This way, you can use, monitor, track, analyze and report global data about the customer and the prospect’s way through the sales funnel. Take a look at a Customer Record screenshot below:
Benefits
CMW Tracker integration with SalesForce has a wide range of substantial benefits:
- Orchestrated team work
- Ensured customer satisfaction
- Shared, synchronized data for all departments
- Your current infrastructure isn’t affected
- Better data analysis because you have data from all departments in a single place
- Reliability: cloud storage for your data (with CMW Cloud)
CMW Tracker Web-Services API integration with SalesForce enables different departments to use synchronized data from different solutions. When you need to analyze and monitor data collected inside CMW Tracker, you can see it in the form of lists and dashboard widgets. Customize your dashboards and widgets so that they analyze and compare data the way you want it.
