Extending Salesforce With a Friendly Ticketing System
The Client
QS is a leading company providing wheelchair and occupant securement solutions for global transportation safety.
Their Customer Service is structured in two tiers: L1 (a team of 10) and L2 (a team of 6).
L1 lacks access to Salesforce, so for escalating requests, they manually create tickets by sending templated emails to L2.
The Solution
To address QS's challenges, we engineered a tailored no-code automation solution leveraging Zapier's powerful ecosystem:
1. Centralized Data Management
We implemented a data repository using Zapier Tables and Interfaces. This significantly reduced data redundancy and enhanced accessibility.
2. Automated Data Synchronization
We created a series of interconnected Zaps to streamline the data flow:
- Zap 1: Automatically populates and updates the Zapier Table with current account information from Salesforce, allowing L1 to select existing accounts effortlessly.
- Zap 2: Facilitates the creation of new tickets in Salesforce, correctly associating them with the corresponding accounts.
- Zap 3: Updates the Zapier Interface and dispatches email notifications for any changes.
3. Enhanced Visibility for L1
We provided L1 with a user-friendly interface to track both open and closed tickets, improving their ability to manage and follow up on customer issues.
The Results
Our solution yielded significant improvements across multiple fronts:
- Efficiency: L1 now escalates and submits tickets rapidly and accurately.
- Time Savings: L2 is relieved from the burden of ticket rewriting and manual data entry.
- Cost Reduction: QS avoided the need for additional Salesforce licenses, resulting in substantial cost savings.
- Data Security: Salesforce remains isolated and protected from non-sales personnel, maintaining data integrity.
Technology Stack
- Salesforce as the CRM
- Zapier Tables and Interfaces for forms and ticket management
- Zapier as the automation platform
