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Let’s Take a Deep Dive Into Sinergify’s Reporting Capabilities

by Shubham Gupta on Jun 01, 2020

How does your business measure the effectiveness of a business tool, and how are your business and employees benefiting from it?

The simple answer is by measuring the Return on Investment (ROI) of the business tool.

This is where analysis and reporting capabilities in a business tool matter. It helps organizations measure the effectiveness, investment, activity, and results.

Similarly, for Salesforce and Jira integration, Sinergify offers the most comprehensive analytics and reporting to measure the effectiveness of your teams and thereby, measure the ROI of the product.

Sinergify allows users to fetch reports from Jira side right from Salesforce without the need of hopping between instances. Apart from the standard Salesforce reporting that includes subscribing to a report, automating periodical reports, etc, Sinergify enables reporting like:

  • Number of Jira issues escalated from any relevant Salesforce object
  • Number of Jira tickets resolved
  • Number of pending Jira tickets
  • Status of pending Jira tickets, etc.

Let’s understand this with an example. Supposedly if an organization has integrated Salesforce ‘Cases’ (SFDC platform or Service Cloud) object with Jira, the following reports can be generated using Sinergify:

For Support Managers

1. Number of Cases Escalated as Jira Issues

This helps support managers to analyze how many customer cases were escalated to the product/engineering team.

2. Number of Cases Resolved and Unresolved (Including Jira Issues)

This guides the support managers through the numbers of customer cases resolved within a set period of time (days, weeks, or a month) to better analyze the efficiency of their team.

By getting a look at the number of unresolved cases, support managers can analyze what kind of issues are taking time and the reason behind the delay, and thus, they can streamline better processes for quick resolution of cases.

3. Number of Cases Pending with Engineering/Product team
This will help support managers analyze the number of cases that are pending from the product/engineering team so that it doesn’t impact their numbers.

For Product/Engineering Managers

1. Number of Jira Issues Received

The product manager or manager of the engineering team can analyze the number of cases escalated by the support team as a Jira issue to analyze the performance of their team.

2. Number of Jira Issues Resolved and Unresolved

Product/Engineering managers will get a clear picture of the performance of their team members based on the number of Jira issues that have been resolved and the number of Jira issues that are still pending.

3. Number of Jira Issues Pending for Support Input

There are cases for which engineering teams seek additional information from the support team. So, using this report, product managers can identify the number of unresolved Jira tickets that are awaiting input from the support team.

Similarly, product managers can fetch reports based on the status of Jira tickets as well.

Bottom line:

On the same note, other teams (apart from support and product/engineering teams) can use Sinergify to create similar reports to analyze the effectiveness and efficiency of their respective teams. This will also help them carry out the performance analysis before and after Sinergify.

Do you want to evaluate the effectiveness of Sinergify for your business?

Start your free trial of Sinergify today and assess its effectivity by yourself. Get started now.

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