Insightful, a workforce analytics and productivity platform, needed to sync their customers’ employee and ticketing data to provide robust analytics on employee productivity and to help make shift scheduling easier.

To sync the employee data they needed accurately, quickly, and easily, Insightful had to implement API-based integrations with customers’ HRIS solutions and ticketing systems.

They initially evaluated Tray.ai, an embedded iPaaS solution, to add these integrations, but they found the solution too difficult to scale. 

After evaluating Merge and its Unified API, they knew they found a better partner.

According to Ivan Petrovic, Insightful’s founder and CEO:

The process of building to Merge’s Unified API took their team roughly 3 weeks. From there, they were able to add 50+ HRIS integrations and 20+ ticketing integrations.

Here’s how their HRIS integrations work:

1. A user would navigate to Settings, click on Integrations, and select the Directory tab. Once they select the HRIS solution they want to integrate with, Merge Link would appear.

2. Merge Link guides users through each step of authenticating, ensuring the process is quick and easy.

3. Once a user authenticates their HRIS application successfully, specific employee fields from their system—full names, employment statuses, time off amounts, time off start and end dates, etc.—get added to their instance of Insightful. 

This data can also be re-synced as quickly as every hour to ensure their employee information in Insightful is consistently up to date.

This data would also automatically populate in relevant reports, like Time and Attendance, so that Insightful’s users can easily track employees’ work schedules and make decisions accordingly.

Their ticketing integrations work similarly:

1. A user would navigate to Settings, click on Integrations, and select the Project Management tab. 

2. Once the user selects a project management system, Merge Link appears. From there, the user can authenticate their ticketing system in a matter of clicks.

3.  Once a user completes the authentication flow successfully, specific ticketing data—assignees, names, statuses, estimated time to complete, etc.—gets added to their instance of Insightful and is populated in specific reports, like Projects. 

This data is also re-synced as quickly as every hour so that users have an accurate picture of how productive their team members are over time.

Since using Merge, Insightful has been able to close significantly more deals. 

“Merge’s HRIS and ticketing integrations have enabled us to increase our close rate by a substantial margin. This year alone, we can attribute hundreds of thousands of dollars in additional ARR to Merge’s integrations,” explains Ivan.

Equally important, the integrations allow their customers to realize a faster time to value.

According to Ivan:

Finally, their customer success team has found the Merge Dashboard to be invaluable for debugging integration issues.

“Identifying integration issues automatically along with the appropriate resolutions empowers our team to address integration issues before they impact customers.”

We look forward to helping Insightful continue adding impactful and reliable ticketing and HRIS integrations for their customers.