Case study | Atlassian
How Subex improved 5x productivity using enreap’s digital transformation services
- Geography: India
- Industry: Telecommunications
- Employees: 1000+
- Solution: Agile & DevOps
- Services: Digital transformation
The client
Subex is a leading telecom solutions provider for 75% of the world’s top 50 telcos. In business since 1992, the company has been an active contributor to the mobile technology revolution. The company consults global telecom giants to deliver operational excellence and business transfor- mation by driving new revenue models, enhancing customer experience, and optimizing enterprise business processes.
Client requirements
Improved Workload Visibility & Resource Management
The client requires a system that provides clear visibility into individual and team workloads to optimize resource allocation across their global operations.
Streamlined Processes & SLA Adherence
The client needs standardized processes with clear SLA definitions and tracking to improve adherence across their geographically diverse teams.
Real-time Performance Insights & Project Tracking
The client requires tools to track time and effort accurately, providing stakeholders with real-time visibility into project status and team performance.
Our approach
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.
Our solution
Successful Migration & Centralized Reporting
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.
Enhanced Agent Productivity & Accessibility
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.
Improved Visibility & Customer Experience
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.
Business benefits
- 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.
- The self-service portals, facility and customized reports increased Customer Satisfaction by 90%.
Technology stack
