The client, a provider of on-demand self-scan inventory solutions, approached Solunus to integrate their Salesforce platform with Microsoft Dynamics NAV 2009, JIRA, and 8x8 Call Center to automate processes for projects, customer service requests, and order placement. Solunus implemented integrations between these systems using APIs and web services to sync data in real-time and through batch processes. This integration reduced manual data entry and switching between systems, streamlined business processes, and improved customer service by allowing agents to create issues in JIRA directly.

1. Salesforce Integration with NAV,
JIRA, 8×8 Call Center
Case Studies

2. www.solunus.comUSA | INDIA
About This Project
The client is an industry expert providing retailers
with a choice of on-demand self-scan inventory
solutions via a solution-as-a-service model. The
client has been offering their services for 42 years
and is a market leader due to their incredible
partnership model with their customers.
The client approached Solunus to help transform
Salesforce platform to handle their projects,
customer service request, and order placement.

3. www.solunus.comUSA | INDIA
The Challenge
Despite having been using Salesforce for a long time, the client hadn’t integrated
the CRM with their other enterprise systems. Hence the processes and data were
never in sync.The prime challenge was to connect Salesforce with multiple
environments such as the MS Dynamics NAV 2009 R2 hosted in a public cloud
environment, JIRA, and 8×8 Call Center.
The client envisioned automated processes to handle their projects and service
requests in Salesforce CRM which required seamless dataflow between Salesforce
and the above-mentioned external systems.

4. www.solunus.comUSA | INDIA
Solunus Solution
Solunus deployed a team of a technical architect & consultants with deep expertise in
implementing and integrating multiple systems for this project. Our implementation
included:
Sales Cloud
• Automated the complex date calculations through our custom code, which dynamically
change the dates depending on multiple use cases.
• Leveraging the JIRA’s Rest API to successfully integrate JIRA with Salesforce CRM, thus
the issues are created & synced back and forth between JIRA and Salesforce seamlessly
through batch sync.
• The jobs created in JIRA system is pulled under accounts.

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• Integrated Salesforce with cloud hosted MS Dynamic NAV 2009 through
SOAP web services providing the ability to push records from Salesforce
to NAV in real-time and through nightly batch sync.
Service Cloud
• Automated the service requests & call handling process by integrating
Service Cloud with 8*8 contact center.
• The integration with JIRA through Service Rocket app enabled service
reps to create issues in JIRA in real-time.

6. www.solunus.comUSA | INDIA
Business Impact
With our implementation, the client was able to achieve the following results:
• The automation impacted the way jobs were created for an Account. The
implementation reduced the time spent in switching between two systems to capture
the account information from the CRM manually.
• Our implementation transformed the entire project creation process. As a result, it
saved a lot of time of manual updating of issues and dates of the project activities.
• Integrating Salesforce with MS Dynamic NAV 2009 system simplified the business
processes. CRM data flows into NAV seamlessly, thus the financial team always has
updated information and processes the invoices at the right time.

7. www.solunus.comUSA | INDIA
• Service requests are handled efficiently and the reps are able to escalate every
issue quickly.
• 8*8 contact center integration with Salesforce made registering a case easy
which result in the increase of productivity and the performance of customer
service agents.

8. THANK YOU
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