Customer Success: How App Integration Drives Field Sales Rep Effectiveness in Retail

We often hear small and large success stories from our customers and users. They range from the small joys of being able to sync accounting with payroll software all the way to automating hundreds of hours of work across an organization.  Our “Customer Success” series will showcase these stories to illustrate the value Workato integration can bring to various functions at any kind of organization.

This story is from Toast, a point-of-sale and restaurant management system. We’re pleased to have the chance to interview Michael George, Business Analyst.

Workato: What made you look for an integration solution between the apps you use at Toast?

Michael: When systems aren’t linked, it takes longer for our teams to work.  Getting reports and analysis done takes longer because we need to take it out of one app, analyze it in Excel, and then put it in another one.  Scale this across a whole team, it’s a lot of wasted time.  We came across Workato and it’s helped us link our Salesforce and Zendesk apps so that our reps have the best information about our customers.

Workato: What would you have done to address the integration challenge if you weren’t using Workato?

Michael: We would’ve just exported the data from each company and then use Excel as the intermediary to do the work, run our analysis, and our reports.  But there’s huge pain with this.  Chances of mistakes go up, people forget or they get too busy and then everything halts until we get the data or analysis we need.  This obviously isn’t turnkey like Workato is.

Workato: What are the big benefits you get from Workato?

Michael: You don’t need to be a programmer to use it.  It can handle complicated instructions and I can do it on my own.  There’s also error logs.  If something does go wrong, I can decipher what the problem is and troubleshoot it myself.  If I need it, the support’s been great.  It’s also been good to use the community.  When I first started, I searched for recipes for the app integration I wanted and then modified it for myself.  You can’t really find another tool that gives this flexibility and power, and I know it’ll last even if our system changes.

Read more about how integration can future-proof your support processes and eliminate manual work >