Recursyv Sponsors ‘In Reserve’ Podcast

Recursyv are delighted to announce our Sponsorship of the “In Reserve: The Prosperity Podcast”  – hosted by Michael.

In Reserve provides a guide to understanding how Reserve are helping citizens in countries suffering from hyperinflation, via the use of blockchain technology and a simple to use app, currently available on Android devices, and currently in beta testing in Venezuela, Argentina, Columbia and most recently, Panama.

Reserve has created a secure, stable, decentralised currency that provides protection against hyperinflation and enables low-friction, cross-border transactions, which are surprisingly hard to do in many cases today.

You can listen to the podcast here: https://anchor.fm/reserveprotocolpodcast.

We wish Reserve great success in this altruistic endeavour to bring financial stability to those most at danger from the economic impact of hyperinflation and are looking forward to supporting Michael and In Reserve: The Prosperity Podcast for future episodes of this highly informative show.

Smart Decisions

It’s 2020 and business is tough. The world is in a state of semi-lockdown and confusion and making decisions is hard. In these sorts of times decisions need to be smart and targeted, and often no decision can be as detrimental as a bad one. Sales performance and forecast, forward order book, customer health and staffing are all critical factors in enabling business leaders to make decisions and make them considered.

Decisions made based on good data have been demonstrated time and again to have greater long term benefits that those made on gut instinct. In a data vacuum instinct is all you have and integration is a vital tool in eliminating those data vacuums.

Recursyv are helping Core to further improve accuracy of data across the business, and provide management information reporting to their senior management team (SMT). Core, like almost every business, have a number of systems serving different functions; CRM, finance, professional service management, helpdesk and HR just for starters. And also like almost every business, Core found that making data based decisions using the information in those separate systems was difficult and time consuming.

As Core’s integration partner of choice, they asked Recursyv to help bring those data together into one single standardised view. Recursyv’s platform is pulling data from those sources into a single cloud database to enable fast and reliable reporting, proving a single view on Core’s business. Information is now at the SMT’s fingertips enabling them to make smart data driven decisions.

Additionally, some of that information is being fed out to other systems in the ecosystem, meaning that manual data entry and its associated error proneness has been reduced and those previously disconnected systems are being kept seamlessly up-to-date.

The integration went live a couple of weeks ago and the SMT are already benefitting from great, up-to-date and reliable information.

Recursyv Reaches the Finals of the Prestigious Lloyds Bank National Business Awards

Visit www.nationalbusinessawards.co.uk for the full shortlist.
Surrey based Recursyv has been shortlisted for the “Data Excellence Award & Business Enabler of the Year Award” at the prestigious 2020 Lloyds Bank National Business Awards. Previous winners include fitness sensation Joe Wicks, Timpson CEO James Timpson OBE, DPD UK, Hotel Chocolat, dementia newspaper Daily Sparkle and online fast fashion success story Missguided.
Recursyv is a Surrey based data integration platform synchronising data between software applications for businesses all over the world.
Paul Caudell Recursyv CEO said,
“We are enormously proud to have reached this stage, which represents the culmination of our hard work and dedication since our inception.
“This has been a fantastic opportunity to put ourselves to the test against not just our competitors, but against the entire UK business community. The feedback we have received during the rigorous judging process has been useful to understand where we are as a business and in what areas we can improve.
“We look forward to attending the awards ceremony (in person or virtually) to celebrate our success with our team and the rest of the UK business community.”
“When it comes to business recognition, the Lloyds Bank National Business Awards are the ones to win. They allow any successful organisation to tell their story, from large private and public companies, to thriving entrepreneurial businesses, promising start-ups and established SMEs,” said Sarah Austin, Awards Director.
“Winning a Lloyds Bank National Business Award comes with significant business benefits, including increased brand awareness and reputation among customers and partners, valuable insight into best practice and employee recognition and retention.”
Visit www.nationalbusinessawards.co.uk for more information.

Recursyv Announce App Connector for Microsoft Dynamics Finance & Operations

Recursyv are pleased to announce a new App connector to the already comprehensive list of available applications for the Seamless Managed Integration Platform as a Service.

Dynamics 365 for Finance & Operations connects all of your processes and departments including procurement, sales, logistics, productions, projects, financial, service and business administration in the cloud to enable you to make better decisions quickly.

Previously known as Microsoft Dynamics AX, this powerful cloud-based ERP solution offers a complete set of adaptable manufacturing, supply chain, retail and finance capabilities with built-in predictive analytics and intelligence for real-time actionable insights into business performance. Dynamics 365 for Finance and Operations empowers you to run your business more efficiently, stimulate growth and achieve organisational agility.

For more information about connecting any applications, be they Cloud Based or On Premise to Dynamics365 Finance & Operations, please get in touch with us here: https://recursyv.com/be-in-touch/

 

For reviews of the Recursyv Seamless MiPaaS Platform, please visit our G2 site here: https://www.g2.com/products/recursyv-seamless/reviews

Recursyv Seamless on G2

G2

Recursyv are delighted to have a presence on G2.com, the market leader for users to share business software reviews in real time, with an average 5 star review!

Seamless users from around the world are reviewing our Managed Integration Platform, including Integrations of Enterprise Applications Including Microsoft Dynamics, Datto Autotask and the Freshservice suite of products.

 

If you would like to read the review of Seamless on G2, please visit our listing at https://www.g2.com/products/recursyv-seamless/reviews

A list of Integration connectors is available here

If you would like to discuss your Integration requirements in more detail, we’d love to hear from you! Contact us

Recursyv announce App connectors for Zoho & IT Glue

Recursyv are pleased to announce the addition of 2 new App connectors to the already comprehensive list of available applications for the Seamless Managed Integration Platform as a Service.

Zoho CRM – Zoho CRM empowers a global network of over 150,000 businesses in 180 countries to convert more leads, engage with customers, and grow their revenue.

IT Glue – IT Glue™ is a proven, best practices-driven IT documentation platform packed with features designed to help you maximize the efficiency, transparency and consistency of your team. With at least 20% of your business productivity lost each day in search of vital information, let IT Glue secure this information and start Freeing Minds™

With Seamless, customers can now synchronise data between Zoho, IT Glue and any cloud or on premise applications to increase visibility & productivity, reduce data sprawl & manual double entry of data and easily consolidate reporting via a single data repository.

For more information about Zoho, IT Glue and our other App Connectors, please contact us.

Recursyv – Data, where you want it.

Microsoft lists Recursyv’s Seamless sync in AppSource

Megaphone

Recursyv’s Seamless sync solution is now listed in Microsoft AppSource, Microsoft’s marketplace for business applications. The AppSource listing gives Dynamics users the ability to access to Seamless’ Dynamics – Freshdesk sync solution from directly within their Dynamics environment.

This sync solution brings a Dynamics <-> Freshdesk field mappings template and associated business rules to Recursyv’s existing connectors for both Dynamics 365 and Freshdesk. Rolling out a standard sync can be achieved in a just a few hours. Adding requirements specific to any individual project can be quickly introduced to the sync. Common examples of additional requirements include adding custom fields, mapping of ticket assignment queues, mapping of ticket status values, etc.

This sync solution is now listed in the vendor marketplaces for both Dynamics 365 (AppSource) and Freshdesk.

Recursyv will continue to list a number of Dynamics integration templates over the coming months. These are built on the existing Seamless Dynamics 365 connector which enables Seamless users to integrate Dynamics 365 to almost any other business application.

What does this mean for users?

Dynamics and Freshdesk users can quickly rollout a system-to-system integration across these two industry-leading platforms. The format of the sync is documented and can be quickly extended/changed to meet specific requirements.

Additionally, the use of the Seamless platform means that you can extend the scope of the sync beyond these two systems into a massive range of SaaS applications.

“The Seamless sync just works. We are confident that we’re making the best decisions based on the latest data we have.

Simon Gammon, Technical Director, Nexus

Why would you need to sync data between these two systems?

The most common scenario for syncing data between a CRM (Dynamics 365) and a Support Desk (Freshdesk) is to keep Sales and Support teams in sync with each other.

The sales team wants to be sure that when they phone a customer, they have visibility of that customers’s experience. If the customer has had a number of problems, it will help the sales team to know this. Conversely, if no tickets have been raised, the sales team can have additional confidence that the customer is not having problems with the product.

The sync template allows the sales and support teams to capture updates on tickets which will be synced between systems. This means that all relevant customer interactions can be tracked in context, ensuring a richer and more meaningful customer experience of the support desk.

 

Editorial notes

Recursyv Seamless

Recursyv Seamless is an integration service that makes it easy to connect different software applications. Use Seamless to empower your users with the best information in the right application at the point of need. Seamless makes it easy to setup new integrations using a growing collection of app connectors. Seamless is provided as a managed service operated by Recursyv.

Microsoft Dynamics 365

Microsoft Dynamics 365 is the world’s connected business cloud designed to help you better understand your business and act strategically to be successful. From engaging your customers, optimising operations, empowering your employees or transforming your products and services, Dynamics 365 gives you a deep understanding of your business to help digitally transform and achieve success in your own terms.

Freshdesk

Freshdesk is the helpdesk platform offered by Freshworks. Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360 degree view of the customer, are ready to go, easy to use, and offer quick return on investment.

Recursyv releases template for syncing Autotask & Jira Service Desk ticketing applications

Autotask Jira Service Desk

Recursyv’s Autotask <-> Jira Service Desk sync solution is now listed in Datto’s integration library. The solution enables integrated service management by keeping tickets in sync between Autotask and Jira Service Desk.

This sync solution brings a template and associated business rules to Recursyv’s existing connectors for both Autotask and Jira Service Desk. Rolling out a standard sync can be achieved in a just a few hours and adding requirements specific to any individual project can be quickly added into the sync design. Common examples of additional requirements include adding custom fields, mapping of ticket assignment queues, mapping of ticket status values, etc.

“Using the Autotask connector meant we were able to accelerate delivery of additional applications into our business.”

Craig Fisher, Director, Technica Solutions

What does this mean for users?

Autotask and Jira Service Desk users can quickly rollout a system-to-system integration across these two industry-leading support desk platforms. The format of the sync is documented and can be quickly extended/changed to meet specific requirements.

Additionally, the use of the Seamless platform means that you can extend the scope of the sync beyond these two systems into a massive range of SaaS applications.

Why would you need to sync data between two different support desk systems?

There are a number of scenarios where it will be beneficial to keep data in sync between two such systems.

Between different organisations

Recursyv’s Seamless integration service can be used to enable organisations to introduce Service Integration & Management (SIAM) / Multi-supplier Integration (MSI) architectures. Recursyv’s growing library of support desk integrations are part of a broader offering to enable SIAM/MSI, allowing organisations to quickly focus on business and process aspects.

In a multi-organisation scenario, there may be a client / supplier relationship where tickets need to be handed-off between the two helpdesks to ensure that SLAs are maintained. Additionally, the abitlity to keep tickets in sync across support desks may be an enabler for a broader SIAM/MSI initiative.

Within a single organisation

Within a single organisation, there may be multiple support desks support different business units / support teams. There also may be different support teams as a result of merger/acquisition acrivity.

It may also be that a sync is temporary while one system is being introduced to replace another.

 

Editorial notes

Recursyv Seamless

Recursyv Seamless is an application integration service that makes it easy to connect different software applications. Use Seamless to empower your users with the best information in the right application at the point of need. Seamless makes it easy to setup new integrations using a growing collection of app connectors. Seamless is provided as a managed service operated by Recursyv.

Autotask

Datto Autotask PSA is a complete IT business management platform that delivers all of the mission-critical tools needed to run an IT managed services business. It includes service desk, project management, account management, time tracking and billing, contracts, resource management, inventory and procurement, and reporting. In addition, 170+ industry-leading vendors choose to integrate their business-critical applications with Autotask PSA to further simplify workflows. It’s a reliable cloud-based platform with 99.99% uptime that centralizes business operations and enables quick, data-driven decisions.

Jira Service Desk

Jira Service Desk is a help desk request tracker brought to you by Atlassian. With Jira Service Desk, you can easily receive, track, manage, and resolve requests from your team’s customers. Customers can send requests by email, a customizable help center, and an embeddable widget. Jira Service Desk organizes and prioritizes these requests in a single place, and keeps your team on track with goals (or service level agreements).

[icon name=”file-pdf-o” class=”” unprefixed_class=””] Click here to download this announcement as a pdf

Working better, together – smoothing supplier/client relationships with integrated service management

Meeting

Sometimes the most obvious things are the ones that we don’t do anything about. It could be that we’re not sure how to go about solving the problem, it could be that the problem is so common that we take it for granted.

All too often we see relationships between suppliers and clients who are both running support desks, who both have tickets that need to be worked on by both parties and who are copy-pasting between systems. Or if they’re not copy-pasting, they’re emailing updates back and forth.

In this post, we’ll explore a few of the reasons why this approach is so damaging to operations.

Spend time being constructive rather than on busywork

Nobody grows up wanting to copy-and-paste for living. Copying content from emails into tickets, or worse yet, from tickets in one system to another system, is a huge waste of time and effort. That’s not to mention the significant likelihood of error creeping in.

In one Seamless engagement, our client had an employee whose responsibility was keeping their helpdesk in sync with a significant client’s helpdesk. He wasn’t able to actually help resolve tickets as his entire day was consumed with copying data back and forth.

The ROI on this Seamless integration is driven by reducing the headcount cost of supporting the contract, reducing the error rate and increasing the speed of getting the data into both systems. With the integration in place, not only is our Seamless client much better positioned to meet their SLAs, they’re doing so at a significantly lower cost.

Bring clarity to ownership

One of the benefits of a great support desk system is that it gives clarity to who is taking responsibility for addressing a problem. Well oiled support organisations will have processes for triage and assignment of tickets. This makes accountability clear.

The question of accountability becomes more pronounced across organisational boundaries. If a ticket is being emailed/copy-pasted back and forth, who really feels a sense of ownership for resolving it?

By introducing automation to ensure that the ticket is kept in sync between the two support desk systems, business rules can be applied to ensure that there is clarity of ownership. It can be evident, within both systems, who currently owns the ticket – both at an organisational level and, if appropriate, at an individual level.

Seamless provides a range of flexible data transformation and mapping options. This enables us to support a wide variety of business rules around updating ticket assignment and ticket status. As the ticket is worked and updated by either party, Seamless will keep the ticket up-to-date in both systems in accordance with these business rules.

Compare apples with apples

Bringing data together enables the ability to consolidate reporting. Tickets that are being managed in another system don’t only present operational issues, they present intelligence issues. Once these tickets are fixed, the intelligence that could come from them is lost to one of the parties.

Tickets being managed in a single system under a meaningful categorisation allow either side of the integration to generate better root cause analysis on why tickets are being raised. A more complete data set – that is to say a view on all tickets raised – gives more potential insight into potential underlying problems enabling better root cause analysis.

Of course, this assumes the integration is able to match and assign categories between the two systems. Seamless’ flexible transformation capabilities enable this to be quickly setup and evolved as the business categorisation evolves over time.

Making integration simple: just don’t delete it

In this series of short blog posts, we’ll try to break down some of the engineering principles behind integrations. We’ll use examples from Seamless, but the principles will be universal.

Record deletes

What happens if we delete records in one of the systems in the sync?

Well, you might not like the answer – but the best answer is that in day-to-day operations you probably shouldn’t be deleting records at all. (Cough cough GDPR … I know, we’ll get there).

In this post we’ll look at what it means to delete a record and then we’ll consider what that means for an integration.

Deleting records

Let’s talk about deletion in principle before we talk about integration.

In most systems, a record, let’s say a Contact record, will have connections to a handful (or many more) other records. A Contact might belong to a Company, they may be referred to on Orders, on Help Desk Tickets, on Sales Opportunties, etc. In database terms, each of these are relations between records. In the olden days as far back as the 1990’s, we talked about “relational databases” for this very reason.

Deleting just one Contact record could have a significant knock-on effect. What happens to all those other records referring to that Contact record? The answer is very system specific, we were looking at this recently for a sync between Freshdesk and Dynamics 365.

  • Freshdesk will delete the Contact and all associated Tickets. That has a significant implication on reporting and, in the case of a helpdesk system, trying to identify systemic problems which are causing multiple tickets to be raised.
  • Dynamics would leave the Tickets in situ but delete the reference to the Contact.

Ultimately, each system will have a different approach to this. In some cases it will be elegant (Dynamics), in some cases efficient (Freshdesk) and in some cases, the system just won’t have the ability to delete.

One term sometimes bandied about is a soft delete. This is more like an archiving status: the record still exists, it is just not visible to all users. This can solve the relational issues, but might have UI/expectations challenges to manage.

Okay, so deleting is not great, let’s talk about integrations

Let’s talk about deletions in the context of a Seamless integration. Seamless is architected as a message queue, it polls a source system for new/changed data and transmits it to a target system. Seamless doesn’t actually know about the data itself or maintain a list of all records on each system. It was designed this way for a range of security and flexibility reasons.

The challenge of this approach is that Seamless cannot know about records that no longer exist. When polling the source system, a record that no longer exists doesn’t appear as changed because it doesn’t appear. It is a classic “Donald Rumsfield scenario” of unknown unknowns.

Simply put, if you delete a record from a source system, Seamless will never know.

You’re smart guys, you can fix this

Of course, it it is possible to engineer a solution. As always, there are options.

  • Option one: A register of records. In this option Seamless would maintain a register of records in each system. We can do this by record id so there’s no content stored inside Seamless and this would address the pressing security consideration.
  • Option two: Flag for deletion. In this option, we would add a flag to the record in either/both systems titled “Flag for deletion” or similar. As this flag is effectively a change to an existing record, Seamless will recognise the flag and act accordingly. This could be deleting the record in both systems and cleaning up references as required.

Flagging for deletion can be achieved in config and gives Seamless flexibility to clean-up records as required by either system in the sync. To date, this is the option that has been preferred when the question is raised.

Sometimes you just gotta delete

There are can be legitimate drivers for deleting records. A request from an individual to delete all records on hand is one such example. Under the GDPR, this is something all businesses operating in Europe should be considering. SaaS app vendors will increasingly find this is a requirement but, given Seamless’ ability to connect to all sorts of endpoints (not just modern SaaS apps), we need to ensure we have a few tricks up our sleeve.

In this context, there are a few options (always with the options!). We could implement a deleting mechanism along the lines of those described above. Or we could consider data anonymisation.

If a system doesn’t have an elegant way to clean up relationships between records, it might be better to anonymise data rather than delete it. This could be done by changing names (and other personal info) to random strings. This is certainly something that could be done with Seamless’ data transform features.

So, what happens when someone deletes a record?

That very much depends what you mean by “delete”. Is it a hard delete where the record disappears? Is it a soft delete where the record is archived? Does the system have a way of telling us the record has been deleted or do we need to construct a way of doing this?

As always, there are options.