Case Study: DoubleDutch reclaims 75+ hours/week (nearly two FTE) and improves data accuracy with ServiceRocket's Connector for Salesforce and JIRA

How DoubleDutch Delivers Exceptional Service Connecting Salesforce and JIRA

DoubleDutch builds branded mobile apps for live events that deliver real-time data and push notifications to organizers, sponsors and attendees. As the company scaled, disconnected tools (Salesforce, JIRA and customer-support systems) forced repeated manual data entry, produced inaccurate records and triggered 80–100 support incidents a week—each taking 45–60 minutes to resolve—causing frequent last-minute panics before events.

DoubleDutch implemented ServiceRocket’s Connector for Salesforce and JIRA and migrated from JIRA Cloud to Server with ServiceRocket’s help, enabling one-click “Push Changes” syncing so development updates flow automatically into Salesforce. The integration immediately reclaimed about 75+ hours per week (nearly two full-time equivalents), reduced Salesforce licenses (about $6,000/year saved), improved cross-team visibility, and set the stage for a Zendesk–JIRA–Salesforce workflow to prioritize bugs and feature requests by customer impact and revenue.

DoubleDutch

Cy Perry

Business Operation Manager, Customer Experience