#atlassian

CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL

The “Do It Yourself” service desk

Contract review requests

+100%

Internal customers growth

+200%

Introducing the Legal Express Lane

72% of customers prefer to self-serve to answer their questions

Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.

Creating a self-service desk

Creating a self-service desk

1. Track the process

Creating a self-service desk

1. Track the process 2. Find the "low hanging” service requests

Creating a self-service desk

1. Track the process 2. Find the "low hanging” service requests3. Enable self-service

1) Track the processLego Explorer by JonoTakesPhotos

2) Find the “low hanging” service requestsRisk

Impact

2) Find the “low hanging” service requests

Focus legal resources here

Risk

Impact

2) Find the “low hanging” service requests

Focus legal resources here

Legal Express Lane

Risk

Impact

Self service by Mark Skipper

I need a kick-a$$ idea for our next JIRA Service Desk Marketing campaign!

– Christophe Capel, JIRA Service Desk Marketing”

“

You mean, you need a

Chuck Norris idea, right?”“

go/legal

Matthew Rasmussen, Atlassian’s Legal

Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review.

– Matthew Rasmussen, Atlassian’s Legal”

“

Results

Thank you!

CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL