Our Projects

Below are highlights of some Jira solutions that we’ve delivered for clients.

Operations Customer Service System Implementation

This project involved setting up a new service management system for a healthcare company which had a high volume of support requests from their dental and vision providers that were managed by a team using nine (yes 9!) email boxes. Team members had to shuffle through the shared email boxes to pick up new support requests, research them and respond to them, all via Outlook. While Outlook is a great email tool, it is not a great tool for managing thousands of customer service requests by 12 people.

Jira does not presently provide the ability to pull in more than one customer email for their Service Management offering and the company did not want to disrupt the existing process for service providers. Using a new Jira Service Management instance for the team, in the background we routed the 9 emails to one central place for the team to work and created queues for each of the emails that provided organization for the team. We also created custom notifications based on each queue that aligned with what was needed for each type of request. And finally, the team got a dashboard that provided an individual view into their work for the day.

This greatly improved their process and reduced the time and effort it took to shuffle through the nine boxes and reconnect each time with the entire email chain to help resolve a customer request. This also increased the quality of service as it reduced confusion and allowed the team to quickly access information needed to respond to customers.

Customer Agent Satisfaction Ratings

A team of Customer operations agents was already using Jira as their service desk system and their customers would provide a rating using the newish agent rating functionality implemented by Atlassian. The feature, however, has some limits in that it really only provides a view into a rating by ticket. There’s no way to view the average rating for an individual and no way to look at a list of those for the team.

Through a series of new fields and automation rules, we created a way not only for each team member to see their average rating as new ratings came in from customers, but also allow them to view all of their rating and comments to help them see what customers appreciate about their service and where they may have opportunities for improvement.

The team’s leadership also had aggregate views into these ratings and used these for two things - one was to look at trends in the feedback to see what customer insights came through that highlighted any systemic issues that might be decreasing customer satisfaction and also a way to see how each person was performing from a customer perspective.

These new insights gave them the feedback they needed to address some process challenges and also to help coach and mentor the team and also to pull in some positive comments into performance discussions.

Optimizing Escalations Process

This was a quick but impactful project. A product team was struggling with feature requests that were constantly being escalated, in part due to confusion about the process. While come education to their users about the process was in order, they were also drowning in tickets that were escalated and having a hard time prioritizing them because the volume was unmanageable.

We added some fields and updated their workflow that included and approval step before moving the item into the escalations queue. While this seemed like a simple process improvement, it netted the team great benefits.

The escalations decreased by about 90% as we used the process to provide feedback and collect information about the reasons for the escalations, along with a simple way to automatically respond to the requestor, which had been occurring via email before the change. This resulted in a great decrease in time and effort to manage what was mostly a confusing process and provided some transparency for the requestor.

Training and Documentation

All of our work involves user training and documentation. We don’t believe in handing off solutions without thinking through the impacts across the organization. Education on processes is one of the highest points of failure in many organizations so we plan for training at the beginning and even use the initial training as a point for gathering feedback before we hand over the solution.

• Training employees on new solutions and processes

• Setting expectations on potential areas to focus on for the customer as the new system is implemented

• Receiving feedback on new implementations to make improvements early in the deployment