Subex Case Study

Subex is enreap's client

A leading telecom solutions provider revamped their ITIL practices for a better customer satisfaction.


90% increase in customer satisfaction

3X increased time to resolution

70% reduction in SLA breach


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.

Seamlessly and completely migrated over 40,000 support issues from the legacy tool system (Heat) to JIRA Service Desk (JSD)

Consolidated daily reports from over 250 clients with Jira dashboards and JSD queues that helped the Subex support teams in better prioritization

Created dashboards & custom reports to give senior management real-time visibility into team workloads specific to region and product.

We created a self-service portal, so that the Subex customers could track the progress of their issues, comment, and attach content enabling faster resolution

Value Delivered

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%

The self-service portals, facility and customized reports increased Customer Satisfaction by 90%

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