Challenge
- Agents copied data from Salesforce cases into Jira by hand, which caused delays, errors and inconsistencies.
- Support teams could not see the status of issues in Jira, so customers were followed up more than once.
- Support and development teams worked from different information.
- Fields such as priority, shop ID and service type had to map accurately between the two systems.
- Data moving between the systems had to be secured.
