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
Modern ITSM Platform Adoption
Replace legacy ITSM tools with Jira Service Management to enable agile, scalable, and efficient service management.
Improved Workload Visibility
Gain real-time visibility into individual and team workloads to support better planning and resource utilization.
Standardized SLA & Service Management
Establish streamlined processes to improve SLA adherence and ensure consistent service delivery.
Automated Ticket Routing & Escalation
Eliminate manual ticket assignment by enabling intelligent routing based on agent expertise and predefined escalation criteria.
Enhanced Project & Operational Visibility
Provide management with centralized visibility into project progress, service requests, and operational performance.
Standardized Collaboration & Internal Communication
Implement a structured platform for internal announcements, knowledge sharing, and cross-team collaboration to keep globally distributed teams aligned.
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
JSM Implementation
Deployed Jira Service Management with tailored configurations to modernize IT service delivery and align with Subex’s operational requirements.
Legacy Data Migration
Seamlessly migrated over 40,000 support issues from the legacy Heat platform to Jira Service Management with minimal disruption.
Centralized Dashboards & Reporting
Configured real-time dashboards, JSM queues, and custom reports to provide visibility into workloads, ticket status, and support performance.
Confluence Integration
Integrated Confluence with JSM to standardize internal communication, project documentation, announcements, and cross-team collaboration.
Workflow Automation & Self-Service Portal
Implemented time logging, automated ticket management, and a branded self-service portal enabling customers to track issues, collaborate, and accelerate resolutions.
Enhanced Operational Visibility
Delivered region- and product-specific workload views, improved effort tracking, and enabled data-driven decision-making through centralized reporting and monitoring.
Business benefits
- Improved Service Visibility – Enabled real-time visibility into workloads, ticket status, and support performance through centralized dashboards and reports.
- Higher SLA Compliance – Standardized workflows and automated service management improved SLA adherence and accelerated issue resolution.
- Enhanced Team Productivity – Automated processes, intelligent ticket management, and time logging reduced manual effort and increased operational efficiency.
- Better Collaboration & Knowledge Sharing – Integration of Jira Service Management with Confluence improved communication, documentation, and alignment across global teams.
- Superior Customer Experience – A branded self-service portal empowered customers to track issues, collaborate with support teams, and receive faster resolutions.
- Data-Driven Decision Making – Comprehensive reporting, workload analytics, and effort tracking enabled management to optimize resources and improve service delivery.
Technology stack
