Jira Service Management is an Atlassian solution that this year was internally adopted by Prime Control with great success and, as the involved teams adapt their processes, results keep evolving.
Jira Service Management is a versatile tool for call management. It is quite popular among technology professionals, and it has broad applicability. It can be used as a customer service tool or even as an interface between different teams within the same organization. Therefore, Jira Service Management can be used by companies of all sizes and segments, by just one department or in by an entire company. All requests, calls, supports, and tickets can be centralized and managed by using this tool.
More efficient HR and Controllership Departments with Jira Service Management
Prime Control uses Jira Service Management to organize the requests to HR and Controllership Departments, an initiative under the care of Controller Marissa Reis. “There was a significant, instantaneous improvement in meeting deadlines,” explains Marissa who manages a variety of orders.
At the HR Department, for example, a series of services were moved to Jira Service Management: Distract, Referral Bonuses, Promotion/Salary Alteration; Health Plans inclusion and exclusion of workers and their dependents; Admission requests; Termination requests. At the Treasury, several services were also moved to the new platform: Payment requests; Proof of payment; Advanced travel allowance requests; Reimbursement requests.
Previously, different platforms were used, depending on the type of order, and progress was reported via e-mail exchange. Marissa pointed out the need for a unified tool that could bring higher agility to the services. This is when Jira Service Management stepped in.
There are two types of users: the agent (dealing with requests; in this case HR and Controllership employees), and the requester (opening requests; in this case, the employees). Since requesters can access the tool via browser, they do not use licenses, and this contributes to the tool’s cost-benefit ratio.
Automation and Integration – Using RPA for Jira Service Management
Through RPA, Marissa and her team managed to automate several processes. In addition, they were integrated to other software products (another Jira Service Management benefit) so as to partially take advantage of the existing structure. “The next step is to automatize even more processes and customize the tool to make the user experience even better”, she highlights.
Jira Service Management may be the solution that your company needs to gain agility for meeting internal and external demands. Prime Control is partner of Atlassian and can help your organization with this implementation and bring great results. Contact one of our experts!