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Boosting Collaboration Between Teams With KaseSync

By Khushboo Mandal on Jun 08, 2023 in Blog

In today’s dynamic business landscape, effective customer relationship management (CRM) and community engagement are pivotal for success. However, managing and synchronizing data between these two essential platforms can often be a daunting task.

That’s where KaseSync comes to the rescue.

In this blog post, we delve deeper into the importance of leveraging KaseSync for seamless integration between community platforms and CRM systems. By exploring the capabilities and benefits of KaseSync, we aim to shed light on how this powerful solution empowers businesses to unlock efficiency, streamline operations, and enhance customer engagement.

What is KaseSync and How Does it Work?

At its core, KaseSync is an integration tool, designed to create a bi-directional flow of data between a community and a CRM platform. It enables businesses to streamline their case escalation and resolution processes, ensuring prompt service delivery and an elevated customer experience.

To understand how it works, here’s an example.

Let’s say a company is running its community on Khoros and CRM on Salesforce. In a typical setting, when a customer raises a support case within the community platform, the information remains confined within that platform. The customer service team, who primarily relies on the CRM system, is unaware of the new case unless manually notified.

To address this, the community team has to manually transfer the case details to the CRM system, duplicating effort and risking data entry errors. This fragmented process creates delays, as there’s no real-time synchronization between the community platform and CRM system.

However, with KaseSync in place, whenever a customer submits a support case or raises an issue within the community platform, the information is automatically synchronized and seamlessly transferred to the CRM system. This integration ensures that all relevant details, such as customer profile, case description, and any associated interactions, are accurately recorded within the CRM system in real-time.


How KaseSync Enhances Your Support Workflow

Apart from the bi-directional integration, KaseSync offers a plethora of benefits.

  • It enables teams to work collaboratively, improving communication and knowledge-sharing.
  • KaseSync’s Automatic Post-to-Case Escalation ensures that no queries are left unanswered. This feature automatically escalates the unanswered post in the community as a case in the CRM after the defined time interval.
  • Federated search ensures an elevated self-service experience by providing the right resource to the right audience. This way the customer can resolve their issues on their own, improving the case deflection rate considerably.
  • Customer journey mapping empowers support agents to track and analyze customer interactions before they raise an issue, enabling a deeper understanding of their previous attempts. This valuable insight allows agents to provide tailored solutions, expediting case resolution for a smoother customer experience.
  • With transparent case management, all updates and changes are visible on both community and CRM platforms. This effectively eliminates the need for manual updates and reduces the risk of errors.
  • The embedded RTE, Rich Text Editor allows customers to explain their issues with better context and clarity.

KaseSync is a game-changer for teams looking to improve collaboration and streamline case management processes. Not only does it ensure seamless integration between community and CRM platforms but also elevates your CX. With KaseSync in place, teams can work together efficiently and transparently, resulting in improved customer satisfaction and business success.

At Grazitti Interactive, we’re committed to curating cutting-edge community tools like KaseSync that boost your productivity and bring ROI to the table. For more information about KaseSync, drop us a line at [email protected], and we’ll take it from there.

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