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UPPAbaby Builds a Service Desk Portal in Two Weeks with Jira Service Management

February 28, 2024
  • INDUSTRY: Consumer Goods
  • LOCATION: Rockland, Massachusetts


In the competitive world of baby gear, there is no time to waste when it comes to delivering the seamless service experiences that customers expect. That’s why UPPAbaby, a renowned manufacturer of premium strollers and baby products, needed an ITSM solution that enabled them to quickly deploy a service desk portal. 

UPPAbaby collaborated with Praecipo to customize their Jira Service Management platform and implement their service desk operations in just two weeks. 


Before integrating Jira Service Management into their ecosystem, UPPAbaby managed service requests through email, which meant they had no way to track these requests. This resulted in delays and a poor service experience for both customers and employees. 

UPPAbaby’s Digital Operations department needed a way for internal teams to submit requests for various code and content changes on the website. They also needed customers to be able to request spare parts, QR codes, and new website features. 

Since UPPAbaby already had an Atlassian footprint with Jira Software, using Jira Service Management to build their service desk portal made sense. Not only did the modern, easy-to-use platform offer the flexibility their teams needed, but it also enabled them to quickly get their service desk up and running. 

Once they purchased Jira Service Management, UPPAbaby then needed a partner to guide them through a successful service management implementation. Their teams use Jira Software as an agile project management solution, but they require outsourced support to make any changes to their instance since they don’t have an in-house Jira admin.  

Unfortunately, UPPAbaby didn’t have a great experience with its previous vendor, so they asked Atlassian to recommend a new partner. Atlassian connected UPPAbaby with Pracipio since we have extensive experience with the Atlassian platform and have helped organizations of all sizes improve service delivery with Jira Service Management.   


With a tight timeline, the Praecipio team hit the ground running with discovery calls to understand UPPAbaby’s unique requirements. We then customized Jira Service Management to support UPPAbaby’s business processes, set up their service desk portal, and configured the request types they needed. 

We also integrated their Jira Service Management platform with Jira Software to convert service requests into tickets. With a centralized ticketing system in place, UPPAbaby can efficiently categorize and prioritize requests, which streamlines their workflows and enables teams to deliver better service faster. The Praecipio team also leveraged Atlassian’s automation capabilities to automate repetitive tasks, reducing the manual workload for UPPAbaby’s teams and enhancing operational efficiency.

Another important requirement that UPPAbaby had was ensuring that users didn’t need an Atlassian license to submit a request through the service portal. Even though UPPAbaby planned to use Jira Service Management for internal use, they still wanted to create a seamless user experience for the customer. Praecipio understood the need for flexibility and implemented a solution that only requires the customer to input an email address when submitting a request. 



While UPPAbaby has only had its service desk operating for a short time, teams are happy to have a way to manage and resolve incoming requests effectively.  By streamlining processes, automating tasks, and leveraging Atlassian’s integrated ecosystem, the baby gear company is positioned to push its service experience to the next level.

After a successful engagement, UPPAbaby gave Praecipio a Net Promoter Score of 10 out of 10. In addition to implementing a service desk portal in two weeks with Jira Service Management, the Praecipio team took the time to fully understand the intricacies of UPPAbaby’s industry, business processes, and Atlassian tools, ensuring that our solution was tailored to meet our client’s needs.

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