PRODUCTIVITY ON THE UP
While the switch to Atlassian tools came with a steep learning curve, both feedback and tangible results have been very positive.
”Both the techies and devs love the new tools” Averil says.
“While the change was very rapid, staff were quick to get on track and pick up on the huge raft of benefits of what they can do with Jira Software and Jira Service Desk.”
“Even some people who were initially resistant to the change came up to me and said they really loved Jira!”
Jira Service Desk now enables the team to work with bulletproof SLA calculations, and the team also benefits from a cast iron audit trail – greater transparency means that customers can access the system themselves and see the status of individual items.
In the last 18 months the team has received 35,000 tickets from staff and customers, and is easily taking more than 1,750 calls a month. SLA breaches are also down to almost zero.
Jira Software, meanwhile, boasts a host of features that the team has harnessed to save time and drive productivity. These include:
- The ability to set up and configure individual dashboards quickly and easily
- Big jumps in productivity thanks to Agile boards
- The Jira Miscellaneous Workflow Extensions add-on to automate the system – items update problems automatically as they transition through the workflow process
- The Valiantys Exocet add-on, which makes it simple to move items around across teams and departments
”The tools have changed the way we capture data and move calls around, and the dashboard and reporting capabilities in the tools are phenomenal. We have lots of confidence in these functionalities – they enable us to see exactly where we are at any given point in time.”
What’s more, the service desk model can now be replicated across the business as a standard when new companies are acquired. Averil explains:
”as an enterprise, this means you can compare like-for-like across all areas of the business, as reporting is the same across the board.”