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Challenge
- Our client required a web based communication tool that enabled effective communication with their customers
- Existing communication system included telephone, fax and e-mails
- Our client experienced numerous problems with their existing communication system:
- Lack of effective reporting tools for queries & issues
- Lack of management visibility into the volume and types of queries raised
- Lack of an effective audit trail once issues & queries were escalated
- Our client required a single sign-on solution
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Solution
- The Atlassian JIRA issue tracking system was configured and customised to solve the business and technical requirements of our clients communication tool
- Allowed our clients customers to log queries and track their progress online
- Setup permission schemes within JIRA to reflect 3 tiers of responsibility & visibility within the communication tool:
- Tiers included Clients, Client Services and Operations
- Achieved through JIRA interface customisation and group conditions
- Integrated JIRA with our clients existing user database which allowed a single sign-on point
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Result
- Access to real time information increased management visibility regarding company queries raised
- Improvements were evident in report generation and communication with clients
- Improvements were evident in the timeliness, security and efficiency of recording and resolving issues
- The communication tool provided an effective workflow with clear escalation paths for our client to follow
- Onsite consulting conducted
- All source code, release notes and unit testing results were supplied
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