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Managing customer issues can be straightforward—until it’s not. What happens when a single defect impacts multiple customers differently or when a single customer issue requires attention across different teams? For organizations using Salesforce and Jira, handling these complexities has often been challenging, leading to inefficiencies and delays in resolution.
The Challenge: Granularity in Case Management
Traditional case management systems fall short when it comes to intricate workflows. You may need to:
Link a single Salesforce case to multiple Jira issues that impact multiple Jira teams.
Fig 1: Plum CRM enables users to track multiple Jira tickets associated with
a single Salesforce case for comprehensive issue management.
Tie multiple Salesforce cases to one Jira issue, ensuring unified communication for customers affected by the same problem.
Fig 2: Plum CRM enables users view and manage multiple related
Salesforce cases directly within Jira, ensuring a streamlined workflow.
Break down one complex case into child cases, each representing a distinct issue tracked individually in Jira.
Fig 3: Plum CRM enables users to define how Salesforce cases map to Jira issues with
customizable fields for seamless integration.
These configurations become cumbersome and only possible to implement with the correct setup. Our CRM app makes that easier.
How Plum CRM Makes It Possible
Plum CRM provides the flexibility to create and manage these connections seamlessly. The secret lies in our child case creation capability, designed to empower teams with granular control over case-issue relationships.
Fig 4: Plum CRM enables users to create child cases for more granular tracking and
linkage between parent cases and Jira issues.
Here’s how it works:
Child Cases: When a Salesforce case impacts multiple Jira teams our application enables you to create child cases, each linked to a separate Jira issue. This ensures every aspect of the problem is tracked and resolved individually.
Granular Control: Teams can link multiple Salesforce cases to a single Jira issue, allowing for unified communication while maintaining separate tracking.
Seamless Integration: This setup can be implemented in both on-premises and cloud environments, ensuring flexibility for diverse operational needs.
Real-World Use Cases
Defect Resolution Across Teams: A software defect impacts multiple customers, but each case requires specific resolutions. By linking each child case to its corresponding Jira issue, teams can collaborate effectively while keeping customers informed.
Cross-Team Collaboration: When a customer issue spans multiple departments, creating child cases allows each team to focus on its part of the solution without losing sight of the bigger picture.
Scalability for Complex Problems: Organizations with large-scale operations benefit from the ability to manage intricate relationships between cases and issues, enabling smoother workflows.
Fig 5: Plum CRM enables users to configure and manage multiple integration connections to unify
data flows between Salesforce and Jira.
Key Benefits
Enhanced Tracking: Keep tabs on every detail of a complex problem, ensuring no aspect is overlooked.
Improved Collaboration: Facilitate seamless coordination between sales, support, and development teams.
Faster Resolutions: Resolve issues efficiently with tailored workflows and clear communication paths.
Unlocking New Possibilities with Plum CRM
At Plum CRM, flexibility drives productivity. By enabling granular case management, we’re helping teams overcome workflow challenges and deliver exceptional customer experiences. If you’d like to learn more about this capability or have a specific use case, get in touch with us at sales@goldfingerholdings.com or request a demo. You can also try it out on the Atlassian and Salesforce marketplaces. To find out more about our new releases, visit what's new on Plum CRM.