A constant and accurate transfer of incident data from the CRM to the ITSM system enables convenient automations. When a ticket is logged in the CRM, the integration automatically creates a corresponding ticket in the ITSM tool, allowing the IT team to track and resolve the incident promptly and without confusion.
Communication with customers regarding IT incidents or tickets is smoother and faster thanks to real-time updates on both the IT and CRM platforms. Status changes made in the ITSM tool, such as status changes or resolution notes, can be synced back to the CRM, allowing customer service representatives to update customers without having to switch between systems.
Asset management is streamlined through the integration, and all assets can be managed and tracked from the CRM system. Employees get a centralized view of customer-related assets, such as software licenses, hardware details, or service contracts, to better facilitate management and improvement.
Enforcing and monitoring SLAs is also improved, since SLA data is synced between the CRM software and the ITSM tool. When an incident or service request is logged in the CRM, the integration ensures that the relevant SLA parameters are applied, and the ITSM tool tracks SLA compliance, sending notifications or alerts for any potential breaches.
When there is a common knowledge base between the CRM and ITSM tools, support agents have quick access to relevant relevant troubleshooting guides, FAQs, or solutions, which can help in resolving incidents faster and improving first-call resolution rates.
IT teams can rely on the integration to access comprehensive, updated analytics and reports. Synchronized data becomes the source of useful reports on incident trends, response times, customer satisfaction, and other key metrics. This fuels data-driven decision making and strategies.
