ForeFront Integrated Cloud Smart Solutions for Service Cloud Yield Another Unique Client Success

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ForeFront Inc. enables their clients leveraging cloud applications to maximize organizational efficiencies by providing visibility and transparency across the enterprise.

ForeFront is Cloud Smart!

ForeFront is Cloud Smart!

The customer’s goal was to achieve greater visibility and transparency across the enterprise by completely replacing the current support structure to instead leverage Salesforce.com’s feature rich platform for their case management.

ForeFront, a recognized cloud leader providing integration and data management solutions for high-growth companies, announced today an innovative solution which enabled a prominent human capital management technology company to streamline customer support processes.

The customer’s goal was to achieve greater visibility and transparency across the enterprise by completely replacing the current support structure to instead leverage Salesforce.com’s feature rich platform for their case management.

ForeFront lead solution architecture from BPM and design through deployment. The project was approached in phases, first addressing data migration needs and next the complex integration between systems.

For this solution, ForeFront leveraged Jitterbit, a powerful, flexible, & easy to use data and application integration software for ETL (extract, transform, load). ForeFront partners with the best in breed integration software providers and market leaders allowing them to match their client needs with the most suitable tool. Consistent business processes that support the client’s needs were achieved by marrying Jitterbit’s fast, agile solutions with out of the box functionality and custom solutions in Salesforce.

Capitalizing on Jitterbit’s versatility, ForeFront assisted the client to migrate customer data into Salesforce CRM from multiple disparate systems and data sources such as Pivotal CRM and ClearQuest. ForeFront implemented a standardized tech support methodology which included bi-directional integration between the clients Rally system (project management) and Microsoft Team Foundation Server.

ForeFront Managing Partner, Anne Marie Berger stated, “There is in fact an out of the box solution for Rally and Salesforce integration; however, this did not accommodate well for complex requests. For example, we needed to pull the development requests data that service reps enter into Rally back into Salesforce.com, plus the ability to associate many development requests to many Salesforce Case records. Because Rally only permitted a one-to-one relationship, we needed to architect a custom solution to meet this client’s business requirement.”

Actualizing case management integration, Jitterbit’s flexible and robust features were leveraged to execute queries, handle JSON requests/responses and interact with the Rally API allowing for bi-directional case management that facilitates the client’s agile development methodology.

“Using Jitterbit Connect to query and update Salesforce is straightforward and intuitive. Additionally, it was possible to integrate with multiple Rally workspaces – a feature other Apps fell short on. This definitely makes Jitterbit stand out.” stated Elise Fuscarino, ForeFront Cloud Apps Developer.

To support this client’s more than 5,000 global customers, ForeFront provided on-demand, meaningful reports and dashboards that work in concert with superior support processes and robust functionalities.

To learn more about ForeFront Cloud Smart solutions, call or join us at this year’s Salesforce Customer Company Tour in New York City and Toronto this June. Register to attend these events free [http://www.salesforce.com/events/.

About ForeFront

ForeFront expertise spans from cloud architecture, business strategy and enterprise information integration. ForeFront has been a Salesforce.com partner for a number of years and collaborated on some of the industry’s most complex integration challenges. ForeFront solutions are turnkey, proven and best practice driven. ForeFront is an awarded cloud integration leader based in the New York metro area with worldwide market reach, across industries. For more information, visit http://www.forefrontcorp.com/

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Christina Warner
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