· Case Study · 2 min read
Ops Alert Integration
Tech Titan Consulting saved a client 20 hours a week by integrating with a 3rd party tool for operational alerts.
Industry: Financial Services
Our role: Automate the alert management process
Featuring: 3rd Party Webhook Integration to Salesforce
The cost of this project was made back within 1 month via time savings, they have a 30x ROI in the first year.
The Situation
Streamlining Alert Management
Staying on top of operational alerts in real-time is crucial for any company. Our client receives alerts from a 3rd party system which require immediate action. With an average of 10 alerts a day, each taking about 20 minutes for a human to monitor and process, this posed a serious challenge.
Critical time was being spent on just identifying, categorizing, and creating cases for alerts. This took valuable time away from actually resolving and acting on these alerts.
Understanding the urgency and the efficiency required, the company sought an automated solution, leading them to Tech Titan Consulting.
The Solution
Integrating Webhooks with Salesforce
We leveraged the power of Salesforce Sites to accept outputs from the 3rd party application. By setting up criteria-based triggers, cases are auto-created in Salesforce for the right teams. The system can instantly categorize, prioritize, and assign alerts without any human intervention.
The true value of the solution lay in its ability to sift through the noise, ensuring that the teams were presented only with actionable cases, allowing them to focus on what they do best - resolving issues and keeping customers happy.
The Results
Shifting from Monitoring to Action
With the system now automatically managing the influx of alerts, the team could shift its focus from monitoring to taking action. The approximately 3.3 hours a day, 23 hours a week, around 100 hours a month, previously spent on case creation was now redirected towards higher-priority tasks. They could simply monitor their existing Salesforce queue and resolve the alerts within a few minutes.
This not only drastically reduced response times but also ensured that the company is keeping its people focused on value-added tasks. As they keep adding customers, they can scale up without adding personnel.
Using a $60 hourly rate for the company’s personnel, the cost of this project was made back in 1 month of time savings. They are getting a 30x ROI from their Salesforce automation investment in the first year.
