2 Way Salesforce & ServiceNow Integration Reduces Ticket Turnaround Time by 40%

About The Company:

The client is a global leader in catastrophe risk modeling, providing software solutions that help insurers, financial institutions, corporations, and public agencies evaluate, understand, quantify, and manage risk. With a strong market presence and innovative risk management technologies, the client continuously strives to enhance operational efficiency for its teams worldwide.

Customer Challenges:

The client faced significant challenges in their case resolution and escalation processes due to an outdated integration between Salesforce and ServiceNow. The primary issues included:

• Limited One-Way Integration: The existing setup only pulled relevant data into the description field instead of mapping it to appropriate fields.
• Lack of Real-Time Sync: Data synchronization was restricted to comments, preventing real-time updates and effective communication between teams.
• Operational Inefficiencies for Global Teams: Without a seamless integration, teams across different locations struggled to resolve tickets efficiently, leading to delays and miscommunications.

Solutions:

To address these challenges, the client collaborated with us to implement a robust integration solution designed to establish a seamless bi-directional connection between Salesforce and ServiceNow. The key elements of the solution included:

Integration steps:

To integrate Salesforce and ServiceNow, first, we ensured compatibility between the tools. The Salesforce account used for integration must have the necessary permissions. We start by registering the Salesforce application with an admin account. Log in to the Classic Environment, navigate to Setup > Build > Create > Apps, and select New under Connected Apps. Fill in the required details, set the Refresh Token Policy to "valid until revoked," and save the Consumer Key and Consumer Secret securely. In ServiceNow, create an integration profile with a Global scope and set it up for the Salesforce organization where you want to track software subscriptions.

Next, configure subflows to ensure proper data synchronization. Under Integration Profile, verify that the correct subflows are assigned for downloading and reclaiming subscriptions. Save the settings and navigate to Connection & Credential Aliases to create a new connection. In the Create Connection and Credential dialog, enter the required details and generate an OAuth token by logging in with the Salesforce admin account. Once the OAuth token is created, publish the integration. ServiceNow will then start pulling data from Salesforce, enabling seamless data exchange between both platforms.

Results:

The integration delivered significant improvements in the client’s case resolution process, including:

• 40% Reduction in Ticket Turnaround Time: Faster resolution times improved customer satisfaction and internal efficiency.
• Accurate Data Synchronization: Mapping of fields provided precise and structured information to Cloud Services teams.
• Seamless Collaboration: Interactions between Enterprise Applications and Cloud Services teams were streamlined through comments in tickets, enhancing response times.
• Improved Productivity: Support teams could focus on high-priority tasks instead of manually transferring data between platforms.
• User-Friendly Experience: Employees could continue working in their preferred platform without the need for additional training or system-switching.

Technology and Tools Used:

Salesforce, ServiceNow

Final Words:

By implementing CloudCache Consulting’s bi-directional integration solution, the client successfully transformed its case resolution and escalation process. The improved real-time synchronization, automation, and workflow efficiency led to a substantial reduction in ticket resolution time and enhanced team productivity. This case highlights the importance of seamless data exchange between platforms, empowering global teams to deliver faster and more effective support services.

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