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Challenge
- Problems with our clients existing Incident Management system were causing diminishing levels of customer service
- Our clients operational expansion was restricted by the limitations of their existing Incident Management system
- Our client faced an expectation of problems associated with the adoption of a new system:
- Resistance to change by employees
- Learning time required
- Migration of existing data
- There was no capability to provide a transparent exchange of information between the development and sales teams
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Solution
- Implemented the Atlassian JIRA issue tracking system to replace the previous system
- Customised JIRA to our clients demands:
- Enhanced the standard functionality of JIRA
- Created a lightweight build which reflected our clients core usage
- Created a custom theme in accordance with the look and feel of our clients existing system
- Developed a separate access point to provide our clients customers with access to issues and support staff
- Integrated JIRA with Salesforce.com
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Result
- Executed data migration which enabled:
- Synchronisation with previous system data
- Elimination of manual data entry
- Improved customer service levels through:
- Increased client interaction
- Achievement of support response expectations
- Simple and intuitive user interface resulted in a system that was easy to learn
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