Everyone knows JIRA is a great bug tracker, but not everyone realizes how multi-purpose JIRA really is. This session features three customers who use JIRA for key business operations, from project management to HR onboarding.
Customer Speakers: Modha Khammammettu of California Casualty, Barney Bolt of Chordiant, Christina Noren of Splunk
Key Takeaways:
* Understanding JIRA's versatility beyond bug tracking
* JIRA plugins and customizability
* Deployment best practices
7. Chordiant Software – A Background
• Optimizing the customer experience
Improve business results
• Significantly strengthening customer relationships
Multi-channel management
Centralized Next-Best-Action ™
• Driven interactions
• target individual customer & needs
• Provide unprecedented management/control
• Sophisticated customer strategies
• Intelligent dialogue
• Enables strengthened connections with customers
• Can differentiate themselves from competition
• Maximize their business objectives
• Support and maintain all of the above
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8. Chordiant Support & Sustaining
• Customers
140+ Customers
Financial Institutions, Telcos, Healthcare,
Media
Many Fortune 500
Enterprise, Business Critical Platform and
Applications
• Support Engagement
Customer Support Tool
Support Hotline
Escalation Process
24x7x365 across 5 Geographical Locations
9. Chordiant Support & Sustaining cont.
• Issue Profile
OOTB Code
Customized Code
Implementation Model
Business Requirement
Environmental
Regulatory
• Customer Interactions
Hinges on our system of record
10. Jira as a Customer Support Tool
Business Requirements - Driving Factors
• Inexpensive
Easy price tag to sell to Executive team
• Historical Experience with new tools was
poor. We needed to be certain of success
in every dimension:
o Cost
o Partner
o Implementation
o Deployment
o Most Important -Customer Feedback
5
11. Jira as a Customer Support Tool
Business Requirements - Goals
• Smallest support and maintenance costs
• Use of current technical staff for updates
and changes without maintaining a special
skill set.
• Performance
The single most reported issue was the
slowness of all other systems – it came up in
every review
6
12. Jira as a Customer Support Tool
Business Requirements - Goals
• Value for money
• Customer Success
o We are an exceptional customer service
department
o Our performance is driven by a true passion for
customer success
This mentality drives high expectations!
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13. Jira as a Customer Support Tool
• Functional Requirements
Some 120 Functional Requirements
Key factors:
Customer security
Fast and accurate searching
Intuitive, secure and simple Client UI
Bonus: Availability of 3rd party extensions (time tracking etc)
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14. Jira as a Customer Support Tool
Bridging the Gaps
• Enlisted help of
• 3 Day Gap Analysis and Requirements Gathering
session with CustomWare to finalise design
• CustomWare had “off the shelf” solutions for
some of the requirements – for example
SalesForce.com integration enabling us to
check the S&M contract for a customer is up to
date.
9
15. GAP: Customer / Client Relationships
Harmony
Customers
Group
Concept of a ‘customer’
Users (Clients) can be associated with one or more
Harmony Harmony Telco Ltd
customers
Bank Cards
Clients Clients from a given customer can only view their
own customer’s issues and not issues for other
Bank1 customers
Cards1 Customer hierarchy catered for (parent company
etc)
Harmony1
Chord1
Mrktng1
10
16. GAP: Customer / Product Relationship
Harmony
Customers
Group
Harmony Harmony Telco Ltd
Chordiant Product
Bank Cards
Products Ownership of product by
Foundation
customer
Disputes Versions for each product with
release and end of life date
CDM
CMD
This is never
Teller an ootb
config!
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17. Jira as a Customer Support Tool
Bridging the Gaps cont.
• SLA’s and alerting
• Enhanced email handling
Direct email straight to the team best placed to assist
Add CC list to issue – populate cc list from inbound email
• Hook into existing engineering Jira
For bug tracking (including search capability)
• Data Migration from previous system was again with
the help of CustomWare.
12
18. CPRT Client Portal
Portal is
Additionally Once an issue is ‘personalised’ for
they can created the the customer
Feature provided
view all client can attach
Clients get
Throughout issue creation
to save client
issues for files and add is prompted to
at-a-glance
the client
Throughout Issue having to re-
their comments justthe information Details can be
view provide
of their
Creation client is guidedenter the same
associated as ifcurrent
they were to best enable us saved against
required to
to provide details details many
customer(s) issues them. Step 1 is to
using the
help
required to enable us to client account
times
standard Jira
select from the list of for re-use.
best serve them
UI.
Products associate with their
customer.
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19. CPRT – Jira Support Team Interface
And Customer
New Products
to admin
function allows
clients to be
Incoming issues are associated with
And to
customers
queued by product
Service Level
until they are
Agreements
assigned.
14
20. CPRT – Security
Custom security
type prevents
users from
seeing issues
for customers
they are not
associated with.
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21. Successes and ‘Opportunities’
• Picking the underlying technology
We re-used the engineering research on JIRA
Integration was easy
• SI choice
Straight forward communication
No fuss contract
• Ability was evident
Always ahead of schedule
• Saved resources
• Not scoping completely
More customization
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51. IT Hours by Category
February, 2009
Development Administration Production Service
MaintenanceMaintenance Infrastructure Coded
Development Administration Service Infrastructure Coded
Support Production Desk Wrong
Support Desk Wrong
52. February, 2009
Single CTA Series 2
ATLAS E-Sol 2.0 i Foundry MIS / FWS
ATLAS E-Sol 2.0 i Foundry Source Single CTA Elimination
Series 2
MIS / FWS
Source Elimination
53. Service Desk Time Allocation by Type
of Call (Top 10)
February, 2009
Service
Production
Desk Hardware SMART
Hardware
Software Mainframe Outlook Security Web Sites Reports
Service Jobs
Staff Production
Desk SMART Software Mainframe Outlook Security Web Sites Reports
Staff Jobs
54. Telecommunications Time Allocation
February, 2009
Production Infrastructure
Administration Infrastructure Maintenance Service Desk
SupportProduction Administration Maintenance Service Desk
Support
55. Conclusion
JIRA helped us streamline our processes
and eliminate most of the sub-systems and
applications used for tracking and
management
JIRA allows better transparency for IT
results by providing improved information and
communication
JIRA had reduced software and
maintenance expenses for Cal Cas