Keith Mattes, senior program manager / Gainsight administrator at Pearson, joins Helping Sells Radio to talk about how reduce support case resolution connecting Jira and Salesforce. Along the way, he also broke down silos by connecting development teams with customer support teams. He did this in the face of organizational resistance. As in most organizations, there are barriers to trying new things, especially connecting systems and integrating data across them. On the journey to overcome this resistance, Keith asked a lot of questions, questioned the status quo (politely, we might add), and got Jira and Salesforce connected. There is a lesson here in challenging the status quo with questions...it helped that Keith was new to the teach and could ask the "Huh" and "Why" questions that most people, who have been on a team a long time, can be afraid to ask. But this is how change is done.
Keith used ServiceRocket's Connector for Salesforce & Jira to do this, you can learn more about one the Atlassian Marketplace.
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