Aggregating Customer Success Data: Research Leads ISI Analytics to Rollup Helper

ISI Analytics helps organizations transform raw unified communications data—from Call Detail Reports (CDRs) to call queues—into actionable insights that drive performance and business outcomes. Whether it’s enterprise-grade CDR reporting or comprehensive analytics, their solutions eliminate complexity and deliver visibility across platforms like Cisco, Webex Calling, Microsoft Teams, and Avaya. 

Mike Minogue, who is the CRM Specialist at ISI Analytics, recently shared an interesting story about how he discovered Rollup Helper. 

Although the Salesforce Administrator before him had downloaded and used Declarative Lookup Rollup Summaries (DLRS), Mike determined that it wouldn’t provide the flexibility that they needed.

Meanwhile, ISI’s VP of Customer Success was in the process of exploring a third-party customer success tool called Totango, and she wanted Mike’s input on the possibility of integrating this tool with Salesforce®.

Searching for a Solution to Aggregate Customer Success Data 

Mike said, “I began doing my research and while reading through Tontago’s Salesforce integration FAQs, I noticed that Totango specifically mentioned Rollup Helper as a tool that can provide a workaround for customers looking to get data onto the Account object in Salesforce.” 

After further research, Mike downloaded and began using Rollup Helper. Mike says he chose Rollup Helper based on the following factors:

• Easy-to-use interface, and a free edition with a fairly priced paid option.
• High security standard as stipulated by this Data Security / Security Audit FAQ Knowledge Base article on Passage Technology's website, which provided peace of mind for ISI’s Security Officer.
• Ability to get data onto the Account object in Salesforce.

Rollup Helper Eliminates the Need for Complex Flows & Custom Apex Code

The third-party customer success tool that ISI is exploring needs to have a “Renewal Date” field on the Account object to properly work. “For us, that data lives and originates from the Service Contract object. We would not be able to roll this up to the Account level using native functionality within Salesforce. Rollup Helper gives us the ability to easily do this,” he explained.

Rollup Helper has saved ISI Analytics time and added efficiency to their process. “Because of the simple workaround that the tool can provide, I no longer must build a complex Flow or write custom Apex code. Rollup Helper is an easy-to-use, no-code solution,” Mike said.

And the results? “So far, the results are all entirely accurate and aligned,” he concludes.

Learn more about Rollup Helper