At the 2023 DevOps International Summit Beijing Station, we talked with Hu Ruoyu, a consultant from Longzhi. He helped us understand how a large customer in the retail industry relied on the Jira Service Management products and services provided by Longzhi in the wave of digitalization. services, create a modern ITSM platform, and improve customer satisfaction.
How a retail giant used Jira Service Management to achieve new heights of customer satisfaction
Interview transcript
Q: Please introduce a case of a large enterprise customer using Jira Service Management.
This is a project from last year. This customer is in the retail industry, specifically the food retail industry, selling beef.
At the beginning, they proposed to purchase a set of Jira for operation and maintenance management of work orders. At that time, they did not know that in addition to Jira Software, there was also a product called Jira Service Management. Enterprises in the retail industry have software research and development departments that provide their own APPs for customers to place orders, consult, and other operations, so they have needs in this area. On site, we conducted analysis and found that their business is extensive and spread all over the world. They need to build a systematic work order platform to collect information and questions from all customer groups, generate work orders, and conduct follow-up processing.
At this time, we introduced Jira Service Management to our customers. This is an ITSM platform, and it is not limited to IT work order needs. We can use this product flexibly to adapt to more business needs. Use JSM's highly customizable capabilities to set up different questioning channels for your own business type, question type, support type, etc. In this way, when customers/users raise questions, they can accurately submit them to the correct operation based on their own question types. maintenance team, or search for question keywords in the search box on the platform, query the knowledge base of related issues, and achieve self-service. For example, after-sales service and return policy for purchased products can be automatically completed through the service platform. On the other hand, when there are quality problems with the purchased products or after-sales operation and maintenance problems, customers can initiate inquiries to the company through the JSM platform. Behind the platform, operation and maintenance personnel at different levels of the company will handle the work orders. Reply and processing.
They divided the operation and maintenance team into several different levels (L1, L2, L3). Based on the severity of the problem, the speed of response required, and the timeliness of the reply, we designed a complete set of business processes for our customers. In addition, because this customer is a foreign company and faces global customers, they have clear requirements for their SLA. Jira Service Management can just meet this point. Jira Service Management is a professional operation and maintenance platform that provides SLA service level agreement. Customers can customize these rules for service level efficiency or time requirements. After applying these rules to the product system, an operation and maintenance system can be operated normally.
Customers love this product. Because no matter in terms of product interface or operational convenience, JSM meets their needs.
This customer built the platform from scratch. JSM has highly flexible configuration and usability. Customers can continue to adjust it during later use, and some places that are not suitable for business processes can be modified. The permissions of JSM can be deployed and changed at any time, so that customers are satisfied with the final effect.
Through the JSM platform, the customer's work order execution rate has gradually increased, reducing phone calls and email consultations. Here, I have to mention the case on Atlassian's official website. Twitter (social media software) also uses JSM to reduce the number of customers raising product issues via email and improve processing efficiency. Through a centralized platform, problems can be easily handled with simple mouse operations or replying to questions on a simple visual interface.
At the same time, you can also add some accessories. For example, the knowledge base management tool Confluence can be seamlessly integrated with JSM to implement a self-service search platform. When a customer has a problem, they can search it themselves first. If similar problems cannot be found, they can then submit a work order. The ticket is sent to someone from the operations team, who responds. The above forms the business scenario of ITSM operation and maintenance that we often call.
In JSM, people who ask questions will not be charged. It only bills the people working on the tickets in the background. Therefore, when the company is large-scale or needs to handle a large number of work orders, JSM is a very cost-effective choice.
Q: After using JSM, has customer satisfaction or SLA been improved?
Because the existence of the SLA function helps customers freely define the timeliness level of services, I also believe that during the operation and maintenance process, they can also discover whether their SLA can cope with the current rhythm of user questions and response efficiency. If the current operating efficiency cannot meet the user's demand for speed, they can also make settings in the software to improve the conversion efficiency of work orders.
Q: Can SLA be set directly? Is there an interface?
Yes, this exists as an intermediate function, so there is a related setting interface. Similarly, on the right side of the order, the time spent on the SLA service level and the overall timeliness of the order are actually marked.
There is also a special panel in the Jira background to display, for example, the processing speed of a certain type of issue. At the same time, you can also view urgent tasks through some small programs that come with Jira. These settings are very user-friendly.
Q: Many people think that the ITSM platform is only suitable for IT team operation and maintenance. What do you think?
Judging from the examples I just mentioned, in fact, JSM and ITSM based on JSM can be used by other business teams. The configuration of JSM is highly flexible and can be classified according to the customer's actual business, such as asset problem classification, product bug problem classification, contract legal and regulatory problem classification, etc. You only need to classify the corresponding problems in JSM, and then Small categories are being refined under the big categories. In this way, when users enter the platform, they can first select and submit categories according to the questions.
Of course, one situation cannot be ruled out, that is, the customer does not know which category the problem should belong to. We will also consider this actual usage scenario and provide customers with suggestions when configuring the backend. When the category selection for a user-submitted issue is incorrect, the backend can return and tell the user which channel the issue should be submitted from, or directly transfer the issue to another team and other solutions. We will provide customers with flexible suggestions. .
Therefore, I think that when using JSM, you should learn how to use it instead of defining it by your own industry.
Q: What kind of help does Longzhi provide to customers in the process of implementing their products?
Longzhi was involved in the entire product investment process. First of all, customers do not know the Jira product or the existence of JSM, an ITSM platform. We introduce the differences between the two products to customers in the early stage, and will recommend suitable products to customers based on the actual application scenarios they want to achieve and the expected effects.
In the mid-term, because the customer is starting from scratch, we will share some experiences of other customers, such as the division of process design, how to flow work orders between different levels of teams, or how to process orders when L1 team members are absent. In all cases we will consult and respond first.
In the continuous exploration with customers, we found that customers have gradually become familiar with the product. At this point, they can clearly understand the business. After we reach some consensus on the product, we will then conduct product training, deployment and launch for customers.
At the same time, we will help customers configure their products according to the previously negotiated plan. After the configuration is online, if you encounter problems later, Longzhi will also provide technical support, operation and maintenance and other services.
Therefore, we participate in the customer's product investment throughout the entire process, from scratch until the product is finally launched. Longzhi accompanies customers step by step, allowing them to grow from simply processing work orders to a professional and standardized ITSM approach.
Use JSM's highly customizable capabilities to set up different questioning channels for your own business type, question type, support type, etc. In this way, when customers/users raise questions, they can accurately submit them to the correct operation based on their own question types. maintenance team, or search for question keywords in the search box on the platform, query the knowledge base of related issues, and achieve self-service.