Customer Q & A: Copper Conferencing

Customer Q & A: Copper Conferencing

The ongoing Customer Q & A blog series highlights a wide range of Jitterbit customers to find out what business needs drove their integration requirements and why they made Jitterbit their integration solution of choice.

In this week’s hot seat is Carolyn Bradfield, CEO at Copper Conferencing.

Can you tell me a little about Copper Conferencing?

Copper offers a full suite of audio and web conferencing services to the SMB market. Our full line of web conferencing solutions integrates audio, web and video and is utilized for simple meetings or webinar and webcast events requiring registration and reminders. In addition to conferencing, Copper has launched new technology called Conduct that automates the promotion, registration and reminder process for webinars. In an average month we execute 3,000 invoices, so that gives you an idea of the breadth and depth of our customer base. We focus in all geographies and in all markets, with a heavy concentration of sales and marketing departments of companies and organizations.

How did you find out about Jitterbit and what were some of the reasons you chose it as your integration solution?

Before we selected Jitterbit we handled integration in-house. It was all very manual. We would run a data download from our main invoicing system called Phoenix and then manually import that into Salesforce. It was a highly manual process that required an IT developer/manager that knew SQL to actually do it. This setup clearly wasn’t going to scale as we created processes that required automation and also expanded the number of systems we wanted to connect. We decided we needed an integration solution to solve our challenges so our IT department researched a number of different vendors.

We selected Jitterbit because our main IT resource was able to create initial integrations very easily using the Jitterbit 30-day trial. He recommended Jitterbit because it was easy to use, had powerful built-in integration to Salesforce and was cost-effective. Our main motivation was in tying Salesforce to our Phoenix system without having to deploy significant IT resources and development time. It wasn’t just that we wanted to save money and resources, we wanted to save time – we wanted it now, not later.

We actually tied our IT guy’s MBO bonus in Q1 to getting Jitterbit up and running and exchanging data. I think he had a 90 day window to achieve success and he was done in 3 weeks. It was impressive how much easier the process was than we thought it would be.

How do you currently use Jitterbit?

A little background on how our services and product work will highlight how important Jitterbit is to the process. When you do a conference call like the one we’re doing right now, data is collected off of the conferencing bridges–that’s called CDR or call detail record. We collect that data and move it into our home grown Phoenix system. This data tells us who made the call, how much time they used, who was on the call, caller-ID, etc.

What we needed to do was to take the data that was inherent in our system and feed
Salesforce on an ongoing basis. So every 15 minutes Jitterbit will synchronize the two systems, translating the data through the mapping tool and create any new data in Salesforce that is new. For example, someone could create a new account and add moderators to that account and this information would be automatically synchronized to Salesforce.

This data synchronization is bidirectional. If we were to work with your company for example, we would set you up as a prospect in Salesforce. When we’re
ready to establish you as a conferencing ID in our system and set up an account that you can use, Jitterbit takes that data from Salesforce and moves it back into Phoenix so that we can finish out the account establishment process.

From a business perspective, how has Jitterbit helped Copper Conferencing?

Copper Conferencing is an innovative and aggressive company that prides itself on being in touch with the customer. Our entire business is predicated on collecting data and making intelligent decisions based on that data. This is what we’re doing – making data driven decisions that enable us to better serve our customers.

Behind all this data is the essential need for integration. Accomplishing this manually would have been far more expensive, required more developers, and needed constant management and attention. With Jitterbit, none of these are concerns. We know Jitterbit well enough that our non-technical marketing person can go in and make changes when we need something different or need to get more data.

From the sales perspective, we have over 100,000 moderators set up to use the system and at any given point and time, any given month, you might have 20,000 people that use the system. If you were a sales guy, you would want to know which customers are actually using it and what are they doing—this is now all in Salesforce thanks to Jitterbit. We’ve given our employees full control over our data.

I still have developers but I need to employ fewer of them and I have them focus on customer facing features and functionality rather than on data exchanging and reporting. Jitterbit allows us to provide a better service to our customers because developers are not tied down doing integration projects.

From a financial perspective we’ve reduced the costs associated with our customer facing applications by 80%. Integration has allowed us to provide self-service through our web portal which means we save significant time and money on these processes, while providing a better experience to our customers.

Thanks Carolyn! If you want to learn more about Copper Conferencing’s integration, be sure to check out their Customer Success Story.

Do you have a Jitterbit success story you would like to share? Drop us a line at customersuccess [at] jitterbit.com or @jitterbit on twitter.