Success Stories - Jira Service Management (JSM)

Transformed email, tracking, and SLA Management through the centralized JSM platform

Industry Information Technology and Services

Location: India

Transformed email, tracking, and SLA Management through the centralized JSM platform

Client’s Overview

With customized SLA configurations and an escalation matrix for efficient handling of service requests enhanced communication channels beyond email, improving collaboration and customer satisfaction.

Business Challenges

The client encountered critical challenges in their service delivery and client communication processes:

  • Tracking of Process and SLA Adherence

    The client faced difficulties in effectively tracking process workflows and ensuring adherence to Service Level Agreements (SLAs). This hindered their ability to manage client requests and meet service commitments efficiently.

  • Limited Communication Channels

    Relying solely on email as the primary communication channel posed challenges in resolving client queries and achieving real-time collaboration.

  • Missing Emails and SLA Management

    The absence of a dedicated tool for email and SLA management led to missing emails and the inability to effectively track and monitor service requests.

Fill out the form to get the complete report on the solutions provided by our team and their positive outcomes in your inbox

    Other Case Studies

    Transforming Customer Service for Ghana's Largest Retail Chain

    Zendesk Implementation for a Bilingual School in Kuwait

    Streamlining Support Function for a reputed college in Mumbai

    Consolidating Support Requests and Streamlining Workflow for a leading foreign exchange group in UAE

    Consolidating Support Requests and Streamlining Workflow for foreign exchange

    Streamlining Customer Service with Zendesk