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Case Studies

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Maximizing Atlassian Tools to Implement Enterprise Service Management (ESM) Best Practices

Mar 30, 2020 5:49:19 PM

Overview

For organizations wanting to thrive in the digital world that is constantly evolving, they must be equipped with innovative technology and streamlined business processes that enable them to maximize their performance. Our enterprise client, a worldwide leader for electronic payments, processes over $14 trillion in payments and secure transactions per day. With almost 4,000 employees in 34 countries, this global client powers electronic payments and banking for more than 5,300 organizations around the world, including 18 of the top 20 banks worldwide. 

After working with Praecipio Consulting in 2018 to implement Jira Service Desk for the global support team and realizing the success of the Atlassian products, they engaged with our delivery team once again to develop a solution for implementing Enterprise Program/Project Management and ITSM methodologies by utilizing Atlassian tools. For almost a decade, the client used a major Customer Relationship Management (CRM) platform, to fulfill their project management and Enterprise IT service management needs. Because the CRM is not designed for the latter, the client needed a solution that aligned with their business goals which would enable them to drive digital transformation through automation, collaboration, and service management. Not to mention the overhead costs which consumed an annual spend of $4 million in licensing, apart from additional maintenance and customization costs needed to support the CRM.

Prior to developing solutions, we held a week-long advisory engagement with the client to understand their current workflows, business processes, and overall goals so that we could help them map out strategies, timelines, and execution plans.

The Challenge

Because of the scale and preeminence of this project, we were presented with complex challenges.  The first challenge that we faced was having the client agree to entirely revamp their business processes. Praecipio Consulting specializes in optimizing processes to drive business, so we were insistent that our client avoid transferring any of their existing processes into the new system that we'd be developing, as it would prevent the client from achieving progress and improving their digital capabilities. 

Another unique challenge we experienced was that every group within the organization had a different way of working. We identified eight different work-streams. In order to create operational efficiencies, our delivery team took the proactive measure to consolidate processes within the work-stream. This required all departments to agree upon standardized workflows, templates, data reporting, and processes.

Although we were implementing changes internally and between organizations within the enterprise, the overarching agreement was the impact to the enterprise's customers. Their user experience in the CRM could not change.


The Solution

For 52 weeks, we partnered with our client to improve critical business functions previously supported by the CRM, with Atlassian tools. We also simultaneously executed a complete overhaul of their business processes and work-streams across the entire organization, as well as designing three custom training programs that our client subsequently delivered to 850 users.

We replaced the CRM for their On-Demand and On-Premise Project Management groups by implementing Jira Software Data Center and Confluence Data Center which required a deep level of technical competency. Additionally, we implemented the Jira Service Desk Data Center and Confluence Data Center applications in place of the CRM for their On-Demand and On-Premise Service Desk Operations teams, as well as the Help24 Customer Support groups. 

Because each department within the client’s organization operated distinctly, we wanted to understand each group’s intricacies and unique processes. Our delivery teams, both technical and process, worked closely with each department to gain insight into their distinct workflows and data-reporting needs. Based on our findings, we consolidated and standardized workflows, issue types, and custom fields, as well as established a universal language that could be understood when working within and across different business functions.

In addition to Jira and Confluence, we also supported our clients with the implementation of 24 Atlassian Marketplace applications to meet specific business requirements that enhanced the performance of their current Atlassian tools. 

Our solution also required a third-party middleware technology, Workato, to support the Customer Support Team which primarily handles the critical, priority 1 issues. Customers continued to engage with the client via a CRM e-portal, which helped maintain the customer experience, but analysts were now enabled to work within Jira Service Desk Data Center. Workato provided additional flexibility needed for sharing information between Jira Service Desk Data Center and the CRM.

The Results

This was a large project, one that involved numerous complex moving parts to help the client achieve a true business transformation. We leveraged Atlassian tools to implement Program & Project Management, IT Service Management, and Enterprise Service Management frameworks that improved business processes and maximized operational efficiency. 

Additionally, we helped them save over $4 million in licenses year-over-year, resulting in massive cost reductions and a significant proliferation in service management efficiency. This client was impressed with how impeccably planned and coordinated the project was: from the seamless knowledge transfer to the smooth delivery of the training programs, down to the flawless execution of each go-live phase.

The professionalism and commitment to implementing the solutions, from both the client and Praecipio Consulting teams, was unmatched and made this project a tremendous success. It is a testament to the extraordinary impact that can result from people and technology joining forces.  

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