Tools & Programs:
Platforms Integrated:
The Solution
Microsoft Power Automate (MS Flow)
To automate Freshdesk (Customer Service Ticketing system) we created a custom API connector and used Microsoft Flow to build a routine workflow that pulled all customer interactions for the day.
The data was then piped into an Azure database for consumption by the Marketing and Analytics team for reporting.
Building an Automated Workflow (SSIS Package)
Liveperson, a customer chat support system, reports metrics on customer engagement and the response metrics of the customer support team. The system required manual exporting at least once a day, which resulted in lost productivity for the client's analytics team.
We created an SSIS package (automated workflow) and SQL Agent Job to automate pulling data directly from the API and pulled into new tables in SQL Server for consumption by the Marketing and Analytics teams for reporting.
The AMEND Assessment Process
Setting the Stage
Defined key deliverables and data points with internal stakeholders, reviewed the API documentation for each platform to understand what data was available, and researched methods and requirements to connect to the API.
Workflow & Data Storage (Azure)
Built data connections & developed data tables within the data warehouse.
Data Mapping, Review, & Schedule Job
Mapped the API response to Microsoft Azure, reviewed with stakeholders to ensure all desired data points were captured, verified data accuracy, created a scheduled routine to run without a manual trigger.
