How App Integration Drives Field Sales Rep Effectiveness in Retail
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Workato
- Salesforce
- Zendesk
- Toast POS
Tech Stack
- Cloud-based Apps
- Android-based Software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
- Food & Beverage
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Process Control & Optimization
- Remote Asset Management
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Toast is a company that provides a point-of-sale and restaurant management system, primarily targeting the food and beverage industry. Their Android-based Point of Sale software is designed to help restaurants, nightclubs, and enterprise franchises operate more efficiently and connect with their customer base in innovative ways. Toast's system is used by a growing list of clients who benefit from its modern, all-in-one solution that replaces outdated POS systems. The company leverages cloud-based apps like Salesforce, Zendesk, and QuickBooks to better serve the evolving needs of its customers, providing them with analytic-enabled tools to enhance their operations.
The Challenge
Toast faced a challenge where their sales representatives used Salesforce while their support representatives used Zendesk. The existing standard connector lacked the customization options needed to meet Toast's specific workflows. This disconnection led to inefficiencies, as teams had to manually transfer data between systems, analyze it in Excel, and then re-enter it into another system. This process was time-consuming and prone to errors, causing delays in obtaining necessary reports and analyses. Toast needed a solution that could seamlessly integrate these systems to improve efficiency and reduce the time spent on manual data handling.
The Solution
Toast implemented Workato to integrate Salesforce and Zendesk using three custom recipes. This integration allowed sales and support representatives to have full control over client information, enabling efficient data syncing between the two apps. The deployment of Workato eliminated the need for manual data transfers and the use of Excel as an intermediary, automating the entire process. This solution provided a customized integration that met Toast's specific needs, offering a turnkey solution that was easy to use without requiring programming skills. The integration also included error logs for troubleshooting and support from the Workato community, enhancing the overall user experience.
Operational Impact
Quantitative Benefit
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