The customer faced a challenge in leveraging the vast amount of customer service data stored as freeform text within Jira issue tickets:
- Challenge: The company faced a high volume of customer issues, with data stored in freeform text within Jira issue tickets, making it difficult to identify trends and root causes.
- Solution: A customized implementation of JSM was developed, including custom data fields, integrations with other tools, and workflows to support root cause analysis and faster issue resolution.
- Data Extraction: Our team worked closely with the client to extract data from Jira issue ticket descriptions and map it to custom fields in JSM. This allowed for easier analysis and identification of trends
- Integration with Other Systems: The JSM instance was integrated with various systems to support data gathering, reporting, and workflow automation.
- Jira Mise Workflow Extension(JMWE)
- Custom Charts for Jira reports
- Automatic Ticket Assignment: Based on the data extracted into custom fields, tickets were automatically assigned to respective team queues, ensuring faster resolution by the appropriate team
- Automated Incident Creation: Incidents were automatically created for respective teams based on the extracted data, along with alerts and notifications are sent to On-call person through OpsGenie
- Results: The customized JSM solution, integrations, and templates led to significant improvements in the client’s customer service operations:
- Faster Resolution: Average handling time for each issue was reduced by 15 minutes, boosting productivity and customer satisfaction
- Improved Data Leverage: The growing database of issues, categorized by defect types and custom fields, enabled better trend analysis and root cause identification
- Excellent Scalability: The service teams were empowered to continue scaling the solution with new defect types and templates as needed
- Tremendous Cost Savings: These improvements combined to produce a forecast savings of millions of dollars annually
The success of this engagement was built on the strong collaborative relationship between the client and the AtlasOptima team. By empowering the client with the necessary knowledge and skills, we ensured the long-term sustainability and scalability of the solution.