The existing set of tools were unable to offer visibility of the workload of individuals and teams.
The lack of a streamlined process prevented teams from understanding the required SLAs, and therefore, the SLAs adherence was low
The management had limited visibility into the status of ongoing projects.
The Solution
After a detailed analysis of the existing tools, problems and processes, enreap suggested the implementation of JIRA Service Management (Jira Service Desk back then) with specific customizations designed to address Subex’s unique business needs. Subex wanted to add another layer of visibility to the ongoing projects to make sure that there are no loopholes or even a slight scope of miscommunication which could well cause a big project failure, thus we integrated Confluence into the mix.
Over 40,000 legacy support issues were seamlessly migrated to JIRA Service Desk, and daily client reports were consolidated into Jira dashboards and JSD queues for improved prioritization.
Mobile app integration provided support agents with real-time access to issues for better SLA adherence, and integration with Subex AD ensured secure, controlled access.
Real-time dashboards provided management with insights into team workloads by region and product, while the user-friendly self-service portal empowered customers to track progress and collaborate on issue resolution.
Confluence Implementation & Integration had a very big impact that would transform the way they used to work and collaborate within the team and with their clients.
Customized dashboards enabled Subex support team in better ticket prioritization and more structured delivery which thereby increasing ‘Time to resolution’ by 3X.
Subex witnessed a surge in productivity through automation which reduced the SLA breach by 70%.
JSM gave Subex management real-time visibility into team productivity and the capability to help them plan better.
