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CASE STUDY

Seamless Sync: Enhancing Customer View with ServiceNow and Salesforce Integration for Century

About the Client

Century, a US-based debt consolidation services company, needed an integrated system to improve customer support and provide a unified 360-degree view of customer data. By integrating ServiceNow with Salesforce, Century ensured a seamless flow of case information, enabling teams to access real-time updates and comprehensive customer details in Salesforce. Using MuleSoft as the middleware, the data synchronization between ServiceNow and Salesforce was established, facilitating accurate information exchange. This setup allowed Century’s support and service teams to make informed, timely decisions for improved client engagement.

Description

Enabled seamless integration between ServiceNow and Salesforce using MuleSoft to synchronize customer case data, improving service responsiveness and decision-making for Century.

Work Details

Integrated ServiceNow cases into Salesforce to provide a holistic customer view, supporting better customer interactions and faster case resolutions.

Configured MuleSoft as the middleware, enabling data flow between Salesforce and ServiceNow through secure, API-based connections.

Implemented connectors within SFDC and ServiceNow to ensure bidirectional data sync, maintaining consistency across systems.

Customized the data flow to include essential case details, status updates, and priority levels for accurate and up-to-date customer profiles.

Conducted end-to-end testing to verify data accuracy, sync speed, and error handling, ensuring reliability in cross-system information exchange.

Benefits

Improved support efficiency by providing a consolidated view of customer cases, reducing resolution times by 30%.

Enhanced data accuracy and consistency across platforms, minimizing manual data entry errors and discrepancies.

Strengthened customer service with real-time case updates, empowering agents to deliver timely and relevant support.

Enabled scalability for future data integrations, preparing Century’s system to accommodate expanding service needs and customer demands.

*Partnered with Coresolute LLC.

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