Application integration is the process of connecting different software applications within an organization to work together seamlessly.?The benefits of application integration include: Eliminating data silos that inhibit interdepartmental communication and hide data errors. Increasing return on investment (ROI) by making software more responsive. Leveraging process automation. Improving data visibility. Gaining a holistic point of view. Enhancing productivity. Increasing accessibility.
About Customer: Our client is a leading Managed Security Services Provider in US with their clients spread across 5 countries. About Microsoft Sentinel: Microsoft Sentinel is a scalable, cloud-native solution that provides Security information and event management (SIEM) and Security orchestration, automation, and response (SOAR). Microsoft Sentinel delivers intelligent security analytics and threat intelligence across the enterprise. It provides a single solution for attack detection, threat visibility, proactive hunting, and threat response.
About Connectwise: Connectwise is a robust platform of software built for MSPs and TSPs. They provide Remote Access & Control, IT asset management, ticket management, Remote Monitoring and Management (RMM), Remote Control, and Backup and Disaster Recovery (BDR) as part of their solution offering.
Customer’s challenge: For ticket generation, our client chose Microsoft Sentinel as their customer-facing application.
A team of employees would receive the tickets and then enter the information into Connectwise, which was utilised as an internal ticketing system. This was a time-consuming process, and their customers would not receive regular updates on the tickets generated, resulting in delayed responses and a negative consumer image.
They were searching for a solution that could link two platforms and automate the ticket transferring and updating process, allowing the internal staff to get tickets on time and improve the customer experience.
Solution approach: With its hands-on expertise and experience, Augmented Systems took on the issue of integrating two independent apps. Our brightest minds were assigned to this project in order to thoroughly understand the operation of both programmes and combine them for a seamless client experience.
Our knowledge in Microsoft Azure assisted our customer in selecting the appropriate technology to handle their difficulties and construct a robust and secure solution. The integration eliminated the need for manual interventions, allowing the team to devote their time to other critical and innovative work. The response time to their clients increased by 65%, allowing the support team to directly update the tickets and contact with the consumer for any questions.