Case study | Atlassian
Seamless Distribution System (SDS)- Approaching businesses with electronic distribution & transaction technology
- Geography: India
- Industry: Software Development
- Employees: 200+
- Solution: Agile & DevOps
- Services: Agile Project Management
The client
Seamless Distribution Systems (SDS) is a globally recognized technology provider based in Sweden, offering advanced digital distribution and technical support solutions. With a strong legacy spanning over 30 years, SDS is listed on Nasdaq First North Premier (Ticker: SDS) and is renowned for its commitment to operational excellence and customer success. SDS has a robust global footprint, delivering services across 50+ countries, with regional teams strategically located in Sweden, Ghana, Guinea Conakry, Belgium, USA, France, Romania, India, and the UAE. Their expertise and dedication have positioned them as a trusted partner in digital enablement across emerging and established markets alike.
Client requirements
Scalable Infrastructure for Global Operations
With a presence in over 50 countries and distributed teams across multiple continents, SDS needed a robust and scalable digital infrastructure to support seamless collaboration and consistent performance across geographies.
Maintaining Operational Excellence at Scale
SDS faced the challenge of sustaining high operational standards while managing complex technical environments and increasing customer expectations.
Ensuring Consistency in Support and Distribution
Delivering advanced digital distribution and technical support globally required SDS to streamline processes and adopt tools that could ensure reliability, speed, and standardization across diverse markets.
Our approach
To address SDS's evolving business and operational needs, a Proof of Concept (POC) was implemented, showcasing a real-world simulation of their desired functionalities in a controlled environment. The POC was designed to demonstrate the system’s ability to scale, customize, and integrate within the financial sector context.
Our solution
Operational Agility with Agent & Customer Management
SDS required a flexible mechanism to manage agents and customers. The solution enabled real-time addition, deletion, and administration of agents and customers, along with SLA mapping and visibility for better service accountability.
Tailored Dashboards & Customization
User-specific dashboard customization was implemented to visualize key data streams as per role and business needs, enabling faster decision-making and better operational visibility.
End-to-End Implementation & Support Ecosystem
enreap team provided a holistic delivery approach encompassing tool installation and configuration, product upgrades, custom development and scripting, plugin evaluation, and data migration support. Additionally, the solution included integration with third-party tools, technical consultation and training, and general administration and maintenance—ensuring a seamless transition.
Business benefits
- Enhanced Visibility & Collaboration : Improved transparency across the application delivery lifecycle enabled all stakeholders to gain better insights, ensuring smoother coordination and informed decision-making.
- Streamlined Product Lifecycle Management : Facilitated efficient change management, seamless requirement gathering, and enhanced team collaboration—resulting in significant productivity gains.
- Improved Customer Support Experience : Delivered a more intuitive and efficient customer portal, providing better visibility into query status and faster resolution through improved SLA adherence.
- Reduction in Support Tickets : Leveraged Confluence to centralize knowledge, reducing redundant queries and lowering the overall number of support tickets.
- Advanced Reporting & Insights : Enabled smarter decision-making with powerful, customized reporting capabilities in Jira.
- Optimized User Experience : Delivered a customized solution tailored to user needs, driving higher adoption and satisfaction.
- Workflow Simplification through Integrations : Integrated third-party tools to streamline workflows and reduce manual effort.
- Significant Cost Savings : Achieved nearly 40% cost reduction through process optimization and tool consolidation.
Technology stack
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