Solteq Service Desk Ticketing on Jira

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Solteq Service Desk Ticketing on Jira Matias Rönnberg

description

JIRA & Confluence Nordic Conference 9.10.2014 Matias Rönnberg, Solteq

Transcript of Solteq Service Desk Ticketing on Jira

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Solteq Service Desk Ticketing on JiraMatias Rönnberg

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300Professionals

20

Deliveries in

countriesTurnover

38 mioMore than

30 -years

of experience in technology

projects

2013

a leading software service provider for retail

and service sectors

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Enterprise asset management related ERP services

Masterdata management and project services

Solteq’s Services and Solutions

3

Daily consumer goods trade

Speciality goods trade

Horeca

Wholesale trade

Logistics

Services

Financial Management

Optimization of acquisitions

Inventory optimization

Omni channel supply chain management

Omnichannel sales- POS, e-sales, billing

Reporting, analytics

CRM + Loyalty

Product selection optimization

Click and collect

Sectors

Solutions

Services

Concept design Project Management Delivery Services Life cycle and continuity services

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Solteq customer services

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The road….

Software support

Step 1

Full customer support

Customer requirement:One stop shop for support

Solteq solutions

Step 2

Solteq solutions ISP solutions Security

solutionsHardware solutions

Step 3

Step 4

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Where we are today

• Supports more than 3000 clients (including each

store site)

• Handled 72 000 individual support requests in 2013

• First call resolution exceeding 70%

• 97% of cases solved according to SLA Our customers

Recommend us !

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Why change it - if it isn’t broken?

Already used in development

3rd line support implemented

Customers’ possibility to change the state of the ticket resulted in higher reliability of the SLA figures and better quality of data…

The ability to flexibly change the way ticketing is done, according to business needs.

Benefits to Solteq

Customer interface built in

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Service contract ID’s

per siteIncl. SLA’s

New requirements to the system

New call templates

Linking customer service clients to

ERP (NAV)

Vendor call & service management

Client management

Ticketing process changes

Need for hotkey and tabbing functions in

the UI

Need for better browser

compatibility

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Let’s get technical

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The addons that were chosen

Jira Service Desk

Valiantys nfeed

Jira Email This Issue

Jira Misc Workflow Extensions

Groovy runner

Bob Swift Create on Transition

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How clients were implemented

How it used to be:

NameClientIDAddressPostalCodeCityPhoneAdditionalInfoCompanyEmailEmailLanguageChainIDNoAutoEmail

That’s actually quite good! But let’s throw In columns NavKey and MIManager for goodmeasure!

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Issue creation

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And once selected

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Some tickets never go ”In Progress”

(Really they do but our users don’t need to worry about it!)

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Vendor calls handled as sub tasks

First external datasource was Clients. After that came two tablesfor vendors.

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RESTful reporting & Billing

Integrations withaffiliate ticketingsystems withSolteq HUB

Reporting for clients

BI integration

Exporting to billing

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Thank you!

Solteq – We guarantee continuity and enable the future by delivering on our promises at the right time and cost.

Matias RönnbergProject [email protected]