The Customer
The Challenge
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.The Solution
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.
The Benefits
Future Impact
Testimonial
-Rob Simonoff
Vice President, Customer Intelligence
Marin Software