JIRA Service Desk Global Rollout Title
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Vistaprint implemented Jira Service Desk to improve their global customer support across 22 office locations. Their legacy help desk system had limitations like few browser and device support, poor usability, and limited reporting. After evaluating Jira Service Desk, they customized it for their needs and rolled it out in phases, starting with two locations and expanding to all 22. This improved the experience for both customers and support agents by reducing complexity, increasing visibility into support data and providing instant and customizable reports.
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JIRA Service Desk Global Rollout Title
- 1. #atlassian
- 2. Rolling Out JIRA Service Desk From 2 to 22 Locations Improving our service across the globe GEN KALLOS • ASSOCIATE DIRECTOR • VISTAPRINT DAVE SONDERLING • TECHNOLOGY MANAGER • VISTAPRINT
- 3. Our Story
- 4. We empower millions of people worldwide to… • Make a living • Make a connection • Make a difference
- 5. Our Global Operations $1.2 BILLION REVENUE 4,700 EMPLOYEES 22 OFFICE LOCATIONS 60+ SUPPORT SERVICES
- 7. Our Legacy Help Desk System COLUMN TITLE COLUMN TITLE COLUMN TITLE Criteria Legacy # of service choices 60+ Browser support IE8 only Session timeout 15 minutes Usability feedback Poor Reporting and visibility Limited static reports Extensibility / integrations None FRUSTRATED USERS OVERBURDENED SUPPORT TEAMS ILL-EQUIPPED SENIOR MANAGEMENT
- 8. Our Service Model ASSET MANAGEMENT LOCAL DESKTOP SUPPORT VOIP SUPPORT MAC SUPPORT5 0+ OTHERS… MOBILE DEVICE SUPPORT NETWORK SUPPORT FACILITIES MANAGEMENT OUTLOOK SUPPORT SYSTEMS SUPPORT SAP SUPPORT MANUFACTURING SYSTEMS
- 9. Why JIRA Service Desk?
- 10. Over 10 Years of Experience with JIRA IMPLEMENTED
- 11. Products We Use
- 12. Key Advantages of JIRA Service Desk Criteria Legacy Service Desk # of service choices 60+ 2 Browser support IE8 only Firefox, Chrome, Safari & IE Session timeout 15 minutes None Usability feedback Poor Awesome Reporting and visibility Limited static reports JQL, Dashboards, Agile & SQL Extensibility / integrations None JEMH, easily configurable, custom add-ons HAPPY USERS ENGAGED SUPPORT TEAMS WELL-INFORMED SENIOR MANAGEMENT
- 14. Implementation Approach EVALUATE OUT-OF-THE-BOX SOLUTION 4 WEEKS CONFIGURATION CHANGES 4 WEEKS BETA TESTING ACROSS THE GLOBE 2 WEEKS INCORPORATE BETA TEST FEEDBACK 1 WEEK PILOT IN PRODUCTION WITH 2 LOCATIONS 2 WEEKS INCORPORATE CHANGES 1 WEEK WE ROLLED OUT FROM 2 TO 22 LOCATIONS IN 3 WEEKS ROLLOUT TO 22 LOCATIONS 1 WEEK
- 15. Tickets Created via E-mail USERS REPORT AN ISSUE BY SENDING AN EMAIL TO “SERVICE DESK TICKET” TICKET IS AUTOMATICALLY CREATED IN JIRA SERVICE DESK AND USER IS NOTIFIED
- 16. Customizations for Agents “REASSIGN TO GROUP” BUTTON ENABLES REASSIGNING THE TICKET TO ANOTHER SUPPORT TEAM “MOVE TO INFRA” BUTTON ENABLES SENDING THE TICKET BACK TO TEAMS THAT ARE STILL IN THE LEGACY SYSTEM
- 17. Lessons Learned & Big Wins
- 18. Lessons Learned • Demonstrate value quickly • Start with a lower-complexity team that has broad impact • Default to standard functionality and only customizing as needed • Provide some level of integration with the legacy system
- 19. Big Wins REDUCED COMPLEXITY INCREASED VISIBILITY HAPPIER USERS, SUPPORT TEAMS AND EXECUTIVES
- 20. Big Wins: Instant Reports Available
- 21. Big Wins: Additional Reporting
- 22. 4,933 Service Desk tickets created last month
- 23. 4,875 Service Desk tickets resolved last month
- 25. Thank you! GEN KALLOS • ASSOCIATE DIRECTOR • VISTAPRINT DAVE SONDERLING • TECHNOLOGY MANAGER • VISTAPRINT
- 26. We want your feedback! CHRISTOPHE CAPEL • CCAPEL@ATLASSIAN.COM • @CHRISTOPHECAPEL