Use case: Software Development

The team at Anderson Business Advisors knows growth comes with challenges. In its day-to-day operations, the firm guides clients through growing pains, strategy, and optimizing their operations. So when they developed new tech-first workflows for serving clients, the team knew they were looking at a massive opportunity.

The company was growing. Clients were beating down the doors to get at them. All that growth would put massive pressure on the manual processes they’d established between Salesforce and Jira. That gave the team the push they needed to completely transform the way they worked.

Here’s where Unito came in.

Legacy processes and multiple tools

Anderson Business Advisors had to deal with a dichotomy familiar to any professional services firm. Teams working directly with customers did everything out of Salesforce, making the platform a treasure trove of customer data. The firm’s development team, working on both customer requests and internal needs, did all their work out of Jira.

Any requests from clients were added to Salesforce as cases, as were any internal requests for technical assistance or modifications to the firm’s software solutions. Meanwhile, much of the work to resolve these requests happens in Jira. This led to some issues:

• Bottlenecks in triaging and dispatching tickets: Everything from ticket creation to triaging and dispatching was done manually. With the company growing like it was, this rapidly became unsustainable.
• Inconsistent information quality in tickets: Some had as little as a single line of context, making manual triaging even more difficult.
• Low reporting fidelity: Even with development work all happening in Jira, important context was scattered throughout Salesforce cases and conversations in other tools. That made accurately reporting on development work unnecessarily challenging.
• No visibility on development ROI: With the sheer volume of tickets coming in, there was little time to actually prioritize them. Picking high-priority tickets out of the mass was a luxury, making it difficult to use development resources to their fullest.

“We’d literally get 100 help desk tickets a week, and one poor person was responsible for reading through all of them.”

Aaron Videtto, Head of Product Management and Client Experience, Anderson Business Advisors

Bringing systems into the Agile age with Unito

Unito’s no-code platform and deep integrations allowed Anderson Business Advisors to sync Salesforce and Jira together, empowering everyone to do their work from their favored platform and giving leaders the visibility needed to make better decisions.

The team first tried using Zapier, but to get what they needed, they were looking at a time-consuming, complex setup. When they found Unito, they quickly saw how it stood apart from the competition:

1. Easy setup: With the sort of growth Anderson Business Advisors was seeing, a platform that takes months to deploy wasn’t enough. The firm deployed their first Unito integration in six days, assisted by Unito product experts with a deep understanding of Jira and Salesforce.
2. Bidirectional syncing: Establishing bilateral communication between developers and client-facing teams was non-negotiable. Only Unito was able to achieve that.
3. Single-flow power: Most automation and integration solutions expect users to set up multiple automations to get the results they need. With Unito, Anderson Business Advisors could sync all the information they needed from a Jira project with a single flow.

“Once we got both systems up, the connection was very straightforward, the flows were very easy to set up and get working correctly. So far, we’re very happy with how things are going.”

Tim Horst, Web Operations Manager, Anderson Business Advisors

From many systems to one

By deploying Unito’s integrations for Jira and Salesforce, Anderson Business Advisors closed the gap between their developers and the rest of the organization while building a foundation that ensures development work is dedicated to high-priority items first.

The impact of Unito’s integration:

• Seamless communication between developers and clients: By integrating Jira and Salesforce, Anderson Business Advisors gave developers direct access to the people they’re serving, meaning they have all the context they need.
• Automated triage: Instead of tasking a single person with sorting through and prioritizing hundreds of tickets, Unito took on the brunt of that work.
• One source of truth: For developers, Jira became the single source of truth for everything they needed.
• Scaffolding growth: With Unito’s integrations, the team at Anderson Business Advisors has what they need to build processes that scale with them as they grow. Dated workflows across the organization can be updated and modernized, no matter which tools they live in.

With Unito’s integration, developers have access to the wealth of client information available in Salesforce without needing to go into another system, sit in on a client call, or book meetings with the sales team. Conversely, stakeholders get more visibility on what’s happening in Jira, allowing them to make better decisions, leading to a more efficient use of development resources.

It’s institutional knowledge at scale and at everyone’s fingertips, without the hours of data entry.

“So far, everyone is liking Unito quite well. People are finding it very easy to do their work.”

Tim Horst, Web Operations Manager, Anderson Business Advisors

What’s next for Anderson Business Advisors and Unito?

“I would definitely recommend Unito to solve this sort of problem because of the way we were onboarded. Your process is very clear. You sign up, there’s a pre-call where Unito experts work with you to understand your two environments. In six days, everything was up and running.”

Aaron Videtto, Head of Product Management and Client Experience, Anderson Business Advisors

With a Unito integration in place for their internal processes, the team at Anderson Business Advisors is looking at exploring using Unito to streamline information-sharing with their clients. They imagine connecting a client’s Jira project with their own, allowing closer collaboration between their developers and the people they serve.

---

About Anderson Business Advisors

Anderson Business Advisors is a business planning and consulting firm that provides tax and legal services to small business owners, real estate investors, professionals, and entrepreneurs. With specialists in law, accounting, and business strategy under one roof, Anderson Business Advisors helps its clients make the best business decisions at every stage of their growth.

About Unito

Unito’s no-code integration platform connects tools like Jira, Salesforce, ServiceNow, and more, enabling businesses to streamline workflows, reduce manual work, and stay aligned.

Want in? Find out how much you can save by automating your workflows with Unito.