Miscellaneous
Keith Mattes, senior program manager / Gainsight administrator at Pearson, joins Nice Work to talk about how reduce support case resolution connecting Jira and Salesforce. Along the way, he also broke down silos by connecting development teams with customer support teams. He did this in the face of organizational resistance. As in most organizations, there are barriers to trying new things, especially connecting systems and integrating data across them. On the journey to overcome this resistance, Keith asked a lot of questions, questioned the status quo (politely, we might add), and got Jira and Salesforce connected. There is a lesson here in challenging the status quo with questions...it helped that Keith was new to the teach and could ask the "Huh" and "Why" questions that most people, who have been on a team a long time, can be afraid to ask. But this is how change is done. Keith used ServiceRocket's Connector for Salesforce & Jira to do this, you can learn more about one the Atlassian Marketplace. Learn more about Keith: On Linkedin: https://www.linkedin.com/in/keithmattes/ We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at nicework.fm. Thanks so much for listening! If you like this episode, please subscribe to “Nice Work" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram Tell us what you think of Nice Work! You could: Write a review on whatever service you get your podcasts. Tweet us using the hashtag #NiceWork and mention @billcush. Thanks for listening to the show.