If you think running a multinational telecom company is simple or easy... well, you've never tried to do it. Logistical challenges abound! But that didn't stop Infoware Studios from streamlining the heck out of their workflows. Join Tania van Wyk de Vries as she explains how they automated end-to-end sales and order fulfillment using Jira Service Desk and Jira Core. She'll walk through the workflows step by step, pointing out the Marketplace apps, CRM integrations, reporting, and custom-built solution that now form the backbone of their system. This is your chance to shortcut the trial-and-error process and share Infoware's lessons learned with your team.

1. Improve customer service with
automated sales and order lifecycle processes using Jira Service Desk
TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL

2. $823m
Small increases in customer service delivery can have a
MASSIVE impact on company revenue

3. Submarine
communications
end-to-end wholesale and
enterprise connectivity
Netherlands, Germany,
France, United Kingdom,
India, Djibouti, Rwanda,
Uganda, Kenya, Tanzania,
Mozambique, Botswana,
South Africa, Ghana,
Nigeria

4. Telecoms
industry
$21m
Estimated revenue
250+
No of employees
8000+
Partners and suppliers
3
Acquisitions

5. 250+
No of employees
$21M
Estimated revenueTelecoms
industry
8000+
Partners and suppliers
3
Acquisitions

6. Telecoms
industry
8000+
Partners and suppliers
250+
No of employees
$21M
Estimated revenue
3
Acquisitions

7. Telecoms
industry
3
Acquisitions
$21M
Estimated revenue
250+
No of employees
8000+
Partners and suppliers

8. Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver

9. Service
Delivery
Team
Internal and
external parties
16 weeks to
deliver
End-to-end order
fulfilment

10. Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver

11. Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver
Jira Service Desk
the magic ingredient, the glue between
all the parts and parties.

12. Managing all the
moving parts and
people was very
stressful before Jira
Service Desk.
Service Delivery Manager

13. USERS INVOLVED
! !!
! !
!
!
CUSTOMER SALES PROCUREMENT SUPPLIERS
FINANCETECH SUPPORTQUALITY ASSURANCE

14. CUSTOMER
Wholesale and enterprise

15. INTERNAL SALES
Place orders – new, existing customers
Sensitive data

16. PROCUREMENT
Supplier registrations & orders.

17. SUPPLIERS
Key partners - hardware, connectivity

18. QUALITY ASSURANCE
Confirm quality of services delivered

19. TECHNICAL SUPPORT
Technical support to the quality assurance and service
delivery teams.
External supplier. Competitor.

20. FINANCE
Billing of the customer on completion of order

21. Problems experienced
Disparate
information
Visibility and
transparency
Communication
failure points
Many parties
involved
Will we make SLA?
Manual effort
wasting time

22. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DESK
JIRA CORE JIRA
REPORTING
iPaaS
Custom built
NFEED TABLE GRID SCRIPT RUNNER
CUSTOMER
SATISFACTION
SURVEY
SMART
ATTACHMENTS
MULTI-LEVEL
CASCADING SELECT

23. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
NFEED TABLE GRID SCRIPT RUNNER
CUSTOMER
SATISFACTION
SURVEY
SMART
ATTACHMENTS
JIRA REST
API
JIRA SERVICE
DESK
JIRA CORE JIRA
REPORTING
iPaaS
Custom built
MULTI-LEVEL
CASCADING SELECT

24. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DESK
JIRA CORE JIRA
REPORTING
iPaaS
Custom built
NFEED TABLE GRID SCRIPT RUNNER
CUSTOMER
SATISFACTION
SURVEY
SMART
ATTACHMENTS
MULTI-LEVEL
CASCADING SELECT

25. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DESK
JIRA CORE JIRA
REPORTING
iPaaS
Custom built
NFEED TABLE GRID SCRIPT RUNNER
CUSTOMER
SATISFACTION
SURVEY
SMART
ATTACHMENTS
MULTI-LEVEL
CASCADING SELECT

26. Sales tracking
Update of
customer info.
Procurement
Supporting
services from
suppliers
Invoice customer
for services
ordered.
Track and manage a
customer order
across all parties.
Operational processes supported
Feedback post order
completion.
Fault logging.
Making sure the order
is delivered on the
right quality
standards.
CRM
PROCUREMENT
ORDER DELIVERY CUSTOMER SUPPORT
TECHNICAL SUPPORT
QUALITY ASSURANCE
BILLING

27. CRM PROCUREMENT
TECHNICAL SUPPORT
QUALITY ASSURANCE
CUSTOMER SUPPORT
BILLING
ORDER DELIVERY

28. INSTALLATION
PROCUREMENT QUALITY ASSURANCE
SUPPLIERS

30. CREATE ORDER
Sales Force
Workflow
Status change
Update field info
Info from sales force populated
onto the order
Please remember
You don’t always need the line or text at all.
Jira Server Platform REST API
POST /rest/api/2/issue

31. SYSTEM INTEGRATIONS
iPaaS
Central integration
orchestration
layer

32. PULL FROM MASTER DATA SOURCES
nFeed
Retrieve info from SQL DB
iDalko Table Grid
Display info in a table
Write back info updated

33. MOVING TO PLANNING
Send emails
Based on order place from…..
Create subtasks
Info from sales force populated
onto the order
Please remember
You don’t always need the line or text at all.
Script Runner

34. ScriptRunner
Post
Functions
Custom script
Create sub-task
Clone issue
Send email
Integrate

35. ScriptRunner
Post
Functions
A built-in script
Sub-task on Parent issue
Custom script
Create sub-task
Clone issue
Send email
Integrate
Create sub-task

36. ScriptRunner
Post
Functions
A built-in script
Clone an issue into another project
Create sub-task
Clone issue
Send email
Integrate
Custom script
Clone issue

37. ScriptRunner
Post
Functions
A built-in script
Send a custom email
Create sub-task
Clone issue
Send email
Integrate
Custom script
Send email

38. ScriptRunner
Post
Functions
A built-in script
Send a custom email
Create sub-task
Clone issue
Send email
Integrate
Custom script
Send email

39. ScriptRunner
Post
Functions
Custom script
Calling a web hook
Create sub-task
Clone issue
Send email
Integrate
Custom script
Integrate

40. ScriptRunner
Script
Listeners
Issue updated event
Teams changed based on custom field
Copy data
Add comments
Integrate
Send emailSend email

41. ScriptRunner
Script
Listeners
Issue updated event
Keep linked issues and order info in sync
Copy data
Add comments
Send email
Copy data
Integrate

42. ScriptRunner
Script
Listeners
Issue commented event
Add subtask comment to parent
Copy data
Add comments
Send email
Add comments
Integrate

43. ScriptRunner
Script
Listeners
Issue created event
Get master data from other systems
Copy data
Add comments
Send email
Integrate

44. Photo by rawpixel.com from Pexels

45. AUTOMATED COMMUNICATIONS
REST API
IPaaS

46. SEND EMAIL, SMS OR WHATSAPP
Edit Issue
Custom text or template
Custom request participants
Send documents attached to
the order
Script Runner
SCRIPT
LISTENERS
Workflow
transition
Send documents attached to
the order
Comments added
Communications back from
customers or suppliers

47. REPORTING ON IT ALL
Sales Force
Customer Portal
Acumatica ERP
REST API
IPaaS

49. Dashboard click-through

51. Dashboard filters

52. Multi-dimensional graphs

53. Multi-dimensional graphs

54. Multi-dimensional graphs

55. Multi-dimensional graphs

56. Multi-dimensional graphs

57. Multi-dimensional graphs

58. Benefits realised
Informed=
happy customer
2acquisitions
Saving time,
increase
performance
End-to-end
visibility
Data metrics to
track growth
400orders per
service delivery
manager

59. Lessons learned
Customer: industry
knowledge
Partner: tool
knowledge
SINGLE TEAM
SIMPLE, COST
EFFECTIVE
SOLUTION

60. Lessons learned
Customer and tool expert
requirement workshops
All vendors together:
workshop + plan
Start: industry, processes

61. Where you can start ….
Systems you can
integrate
Points for improved
communication
Performance
metrics visible

63. TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL
Thank you!