Unified Data and Streamlined Operations: A Case Study on Integrating Five9 and Salesforce

Overview & Challenge

The client is a licensed public adjusting company based in Los Angeles, CA, specializing in insurance claim adjusting for commercial businesses and homeowners. They utilize the Five9 call center platform to handle their customer interactions and store essential data and reports. However, they also rely on Salesforce for managing other aspects of their business, leading to inefficiencies and inaccuracies in data consolidation.


The client faced challenges with the fragmented nature of their data across multiple platforms, specifically Five9 and Salesforce. The need to switch between systems to access and verify information resulted in wasted time and decreased productivity. They required a solution that could seamlessly integrate data from Five9 into Salesforce, providing a unified view of all their relevant information.

The fragmented data across multiple platforms had significant implications for the client’s business operations. The need to switch between Five9 and Salesforce to access and verify information led to inefficiencies, wasted time, and decreased productivity. The lack of a unified view of data hindered effective decision-making and analysis. Moreover, the potential for inaccuracies in data consolidation raised concerns about data integrity and reliability.


To address the client’s challenges, we implemented a robust integration solution between Five9 and Salesforce. By pulling data from Five9 into Salesforce on a daily basis, we created a single source of truth for the client’s data. Automation using flows within Salesforce streamlined the integration process, while custom classes addressed specific requirements for a seamless and efficient system. The integration also facilitated the generation of comprehensive reports and insightful dashboards, enhancing data visualization and decision-making capabilities.

Business Outcomes

The successful integration between Five9 and Salesforce has brought about several positive business implications for the client. Firstly, the consolidation of data from both platforms into a single system has eliminated the need to switch between systems, resulting in significant time savings for employees. This increased efficiency allows the client’s team to focus more on core tasks, enhancing overall productivity.

The ability for managers to track reports and access comprehensive data from one place provides them with a holistic view of operations and enables more informed decision-making. This streamlined data tracking process has improved accuracy by 90%, reducing the risk of errors and ensuring data integrity. The integrated data and insightful dashboards empower the client to analyze information more effectively, identify trends, and take appropriate actions to improve business outcomes.

Ultimately, the successful integration has not only improved operational efficiency and data accuracy but also enhanced the client’s ability to make informed decisions, optimize processes, and drive better business results.