A Success Story
Software Development
United States of America
1k-5k Employees
Salesforce- Jira Integration
Following the acquisition of 5 organizations, our client—a leading provider of development and DevOps solutions—sought to unify the support operations of teams operating across multiple regions, each utilizing distinct Jira instances and CRM systems. Rather than opting for a time-consuming and costly data migration, the customer was looking for a scalable solution to integrate these systems and streamline cross-team collaboration.
Integrating 5 Jira instances with a single Salesforce Org presented various complexities, including -
Each acquired company operated its own Jira instance with unique configurations, workflows, and data sets. Integrating these systems while preserving the distinct processes of each team was essential to maintaining seamless operations.
Real-time, error-free syncing of case files, comments, and Jira issues between Salesforce and Jira was crucial to ensuring accurate and consistent information across platforms.
The integration needed to be scalable to accommodate future acquisitions, enabling the swift addition of new Jira instances without disruption.
The solution required flexibility and straightforward configurability to support quick adjustments and efficient onboarding of new teams with minimal downtime or complexity.
To facilitate collaboration across time zones, the solution had to unify support and development teams on a single platform, ensuring synchronization without reliance on manual processes.
To address the client’s unique requirements, Grazitti’s team conducted an in-depth analysis of the Salesforce Org and the five standalone Jira instances. This process was aimed at understanding the distinct workflows, data needs, and challenges faced by each team.
With these insights, we implemented Sinergify—our proprietary Salesforce and Jira connector. Sinergify’s adaptability and scalability made it the ideal choice for this integration.
Sinergify was deployed to connect and manage multiple Jira instances within a single, unified Salesforce environment. To further optimize the setup, we advised and supported the client in standardizing workflows across the Jira instances. By aligning product teams with their unique business processes and configuring the necessary mappings on the Salesforce side, we helped the client streamline operations across instances. This ensured seamless syncing between Salesforce and Jira with minimal impact on their workflow.
Customized workflows were created for each Jira team, streamlining their processes while maintaining a consistent architecture. To further reduce manual effort and minimize errors, the solution automated project selection based on the case type data in Salesforce. This eliminated the need for Salesforce users to manually select instances and projects, resulting in a more seamless and accurate process.
Out-of-the-box Sinergify features ensured that case files, comments, and Jira data were synchronized seamlessly between the two systems, enabling cross-team collaboration.
The solution was designed to be easily scalable for future acquisitions, enabling quick integration of new Jira instances as the organization expands.
Sinergify’s customizable field mapping ensured that all essential data from different teams and Jira instances was captured and accurately displayed in Salesforce. This made it easier for the client to generate reports on each Jira instance and project directly within Salesforce, enhancing visibility and simplifying cross-instance tracking.
With the implementation of Sinergify, the client experienced:
reduction in manual effort, allowing teams to focus on more critical tasks.
boost in team productivity, driven by automated workflows and seamless data synchronization.
faster case resolution, resulting from improved collaboration between Salesforce and Jira teams.
By implementing Sinergify, the customer successfully integrated five Jira instances into one Salesforce Org. They were able to establish a scalable and flexible solution that enhanced cross-team collaboration, minimized costs, and increased operational efficiency. This setup has not only transformed their current support operations but also positioned them for long-term agility as they continue to grow.
