Zendesk is customer relationship management (CRM) software designed to improve customer relationships. Companies use Zendesk for sales, marketing, customer service, and other customer-focused business processes. One of its most striking characteristics is its use of artificial intelligence-powered chatbots to automate customer engagement in some situations.
Zendesk and BPM software
Business process management (BPM) software, on the other hand, empowers businesses to gain a holistic understanding of their processes and improve them in a cost-effective way. Most BPM solutions have a broader scope: they usually don’t focus exclusively on customer-centered business processes. Therefore, while a CRM can be quite handy for managing marketing leads and support tickets, it probably won’t work as well (or at all) for processes such as onboarding newly-hired employees or managing accounts payable.
Because of this, organizations tend to use more than one solution to manage their daily tasks. A company’s support team may use Zendesk while Finance, Legal, and HR rely on some other BPM solution. Even so, these different departments often have to interact and exchange information, and that’s where integrating Zendesk and BPM software can be extremely useful.
Why integrating Zendesk with BPM software is important
By integrating Zendesk with BPM software, businesses can leverage the main benefits of each solution and improve their capacity to manage processes with precision, efficiency, visibility, and accountability.
For instance, if the Sales team uses Zendesk and closes a new deal, they can send the information directly to the Finance team’s BPM software so that they can generate the new customer’s first invoice. In this case, the applications communicate with one another directly, reducing the chance for mistakes when inputting data.
Zendesk and most BPM vendors offer a number of automation capabilities, and integrating them allows for even more thorough automation of tasks. In some cases, it may even allow the creation of a fully-automated sales process that can generate revenue with little-to-no human input.
Use cases include:
- Creating a fully-automated sales pipeline that integrates lead generation, conversions, and customer onboarding on Zendesk with billing and other financial tasks managed in your BPM software.
- Enabling Sales teams to communicate directly with Legal, IT, or other departments in case potential new customers require modifications to a product’s specifications or a service’s contract information.
- Synchronizing information between both software’s databases, so that each team has complete visibility over the company’s customers, regardless of the application they use to manage their processes.
- If a prospect requires specific modifications to a product before deciding on a purchase, the Sales team can use Zendesk to send the request to the Product team’s BPM software. The Product team can address the request with authority and keep everyone updated on that request’s status.
Benefits of integrating Zendesk with BPM software include:
- Increased efficiency and error reduction: Save time, avoid rework, and watch your data run smoothly, end-to-end.
- Enhanced visibility for better decision-making: Integrate your CRM and business workflows for better data visibility and valuable insights.
- Improved communication: Both systems connect and communicate with each other, preventing information from falling through the cracks.
How to integrate Zendesk with BPM software
The exact process of integrating Zendesk with BPM software will vary, but most BPM software providers have customer success teams available to help with this procedure. Many BPM solutions also offer integration options, some of which can be used without any specific programming knowledge.
Zendesk Integration best practices
Although creating an integration between Zendesk and BPM software is easy, it’s important observe a few best practices before setting it up to ensure your team makes the most of the tool:
1 – Outline precisely what you would like to integrate
Before starting the integration process, it’s a good idea to make sure you know exactly what you want to integrate, and what information you’d like to pass between programs. During the integration process, you may need to explain your business process or sales funnel to a third party. It is crucial that you and your team understand each process and the integration you wish to achieve.
2 – Make sure team leaders are on board
Integrating applications may end up changing the way your teams work. Even if it is a more efficient change, it may take coworkers a bit of time to adjust to it, so it’s important to check in with all the leaders involved to make sure they are aware of, and supportive of, the transition.
3 – Reach out to your providers
It’s a good idea to reach out to Zendesk support and to your BPM software provider if you need help getting any of the integration steps to function properly. The team may also be able to point out other ways in which both solutions can be integrated, which might even give you more ideas on how to improve your processes.
How to integrate Zendesk with Pipefy
Pipefy is a modern, intuitive BPM solution that provides everything a business needs to implement effective, cost-efficient business process management. It Integrates with popular business tools used by thousands of companies worldwide, including Zendesk.
If your team already uses Pipefy to manage your processes and Zendesk to manage CRM contacts, it’s possible to keep information synchronized between both applications’ databases and use triggers on one program to automate tasks on the other.
Integrating DocuSign and Pipefy can be done in a matter of minutes. The video below shows how it is possible to make both systems work together:
These features can allow you to create an automated sales process that integrates everything from marketing through customer onboarding. It can also give you more clarity and agility over your customer support processes, letting you know who’s responsible for all open tickets, and making sure no calls are left unanswered.
Pipefy gives all stakeholders the ability to automate routine processes using a no-code approach. And with its robust data analytics capabilities, Pipefy helps your organization improve the processes that drive all types of business units — from HR and Finance to Sales, Marketing, and beyond.
Try Pipefy for free
If your team uses Zendesk, an integration with Pipefy can unlock the full potential of your business by automating repetitive tasks, keeping leaders fully informed, and providing improved visibility into all your processes. Try Pipefy for free now, or request a demo to see how it can improve your workflow.