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Case Studies

Salesforce desk.com integration

Salesforce.com and desk.com integration for a pre-IPO company

The Background

The client is a pre-IPO healthcare CRM product company. It uses Salesforce Sales Cloud for sales and desk.com for service. The company decided to integrate the two systems so that both the Sales and Services folks can view complete information while working with the clients.

The Challenge

Both salesforce.com and desk.com have duplicate contact data within each system and across the two systems. Also, the basic integration functionality does not fit very well with the company’s sales and services processes and required customization of Account and Contact functions.

Our Solution

Created data cleansing approach for both salesforce.com and desk.com data for contacts/customers and accounts/companies. Mapped the desk.com customers with Salesforce contacts and used that to create desk case records in salesforce. Created custom views in salesforce to view all cases for an account across the account hierarchy. Also, created a custom Case create function from the Account page on Salesforce.

The Results

  • Cleaned up the duplicate contacts records in each system and connected contacts and customer records
  • Integrated the case management across the two systems through custom features
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