Integrating SharePoint & Salesforce to scale case handling
A national consulting firm had to keep customer data in SharePoint for security while running Salesforce as its CRM. We integrated the two, automated manual steps, and added custom data capture and analytics — expanding case-handling capacity.
The challenge
A national consulting firm used Salesforce as its CRM but had to store customer-related information in SharePoint to meet customer security requirements. Bridging the two cleanly was essential to data quality, retrieval, access, and security — and to growth.
Our approach
The engagement began with SharePoint Online support and performance remediation. From there we automated the manual steps between SharePoint and Salesforce to increase the number of cases handled each month, then added customized data capture, analytics, and AI.
We delivered a SharePoint Online document-management platform with externally accessible customer portals, fully integrated with Salesforce for a single point of data entry. Custom SharePoint web parts enhanced data capture, with storage in Azure SQL and insight and analysis in Power BI.
Outcomes
- ✓Standardized data and enhanced reporting
- ✓Automated SharePoint–Salesforce steps and a streamlined process
- ✓Increased monthly case load and enhanced security
Microsoft technology
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