Customer Relationship Management (CRM)Purpose
1.2. Automate ticket creation, updates, customer profiles, escalations, and contact history for aluminum supply chain clientele.
1.3. Link CRM records with support tickets to improve pipeline forecasting, retention, SLA response, and cross-team accountability.
1.4. Centralize aluminum order quality issues, logistics concerns, and metal certification requests within CRM.
1.5. Enable proactive customer follow-up and SLA tracking by automating support info sync across sales, account teams, and management dashboards.
Trigger Conditions
2.2. Ticket status is updated (opened, in review, pending, resolved, escalated).
2.3. Customer or order data in CRM changes (new account, updated contact, flag for VIP/premium clients).
2.4. Internal comment or file is added to support ticket (e.g., metallurgy report attached).
2.5. Defined SLA milestone is breached or approached (e.g., 24hr first response not met).
Platform Variants
• Feature/Setting: API Trigger (Tickets > Create/Update); Configure webhook on “ticket.updated” event.
3.2. Salesforce
• Feature/Setting: REST API (Case Object); Configure Flow automation on “Case Created/Updated”.
3.3. Freshdesk
• Feature/Setting: Webhook Automation (On Ticket Creation/Status Change); API endpoint setup for CRM.
3.4. HubSpot Service Hub
• Feature/Setting: Workflow Trigger (Ticket Updated); Use “CRM Record Update” action for contact/ticket sync.
3.5. Zoho Desk
• Feature/Setting: Blueprint Automation or Webhook (On Ticket Event); Sync with Zoho CRM “Contact” module.
3.6. Microsoft Dynamics 365
• Feature/Setting: Power Automate Flow (When a Case is Modified); Trigger CRM record updates.
3.7. Intercom
• Feature/Setting: Webhook (New Conversation); Push to CRM via REST API integration.
3.8. ServiceNow
• Feature/Setting: IntegrationHub or Business Rule (Incident Created/Updated); REST call to CRM system.
3.9. Jira Service Management
• Feature/Setting: Automation Rule (Issue Created/Transitioned); Configure outgoing webhook to CRM.
3.10. Help Scout
• Feature/Setting: Webhook (on New/Updated Conversation); Sync data to CRM contacts.
3.11. SAP Service Cloud
• Feature/Setting: API Integration (Service Request); Configure on “Service Ticket Changed” event.
3.12. SugarCRM
• Feature/Setting: REST API (Cases Module); Hook on “Case Updated,” push to ticket platform.
3.13. Pipedrive
• Feature/Setting: Webhook (Deal/Person/Activity Update); Connect ticket system with custom fields.
3.14. Monday.com
• Feature/Setting: Automation Recipe (Item Status Change); Integrate board items with CRM customers.
3.15. Asana
• Feature/Setting: Webhook (Task/Project Update); Link with CRM via middleware or direct API.
3.16. Kayako
• Feature/Setting: Trigger (Ticket Event), API webhook to CRM “account” update.
3.17. LiveAgent
• Feature/Setting: Webhook (Ticket Status Change); Use API to synchronize customer info.
3.18. Oracle Service Cloud
• Feature/Setting: Integration Event Handler (Incident Updated); REST API push to CRM.
3.19. Gorgias
• Feature/Setting: Webhook (Ticket Action or Event); Configure outgoing requests to CRM endpoints.
3.20. HappyFox
• Feature/Setting: Automation (Ticket Created/Changed); Set webhook to CRM lead/account update URL.
3.21. Aircall
• Feature/Setting: Call Event Webhook (on call/tag/voicemail); Sync call tickets into CRM contact.
3.22. RingCentral
• Feature/Setting: Event Subscription (on message/call/task); API flow to create corresponding CRM record.
Benefits
4.2. Rapid notification and follow-up on urgent complaints or tracking requests.
4.3. Improves customer satisfaction by ensuring support issues inform commercial negotiations and upselling.
4.4. Enables trend reporting on support themes (e.g., recurring defects, delivery delays) across accounts.
4.5. Enforces SLA monitoring and escalations with automated CRM task creation for unaddressed tickets.
4.6. Reduces manual entry, miscommunications, and duplicate data—supporting aluminum quality, fulfillment, and customer trust.