The Company planned to streamline the processing for several types of requests. The process of photo processing required special attention when the employees of our Customer's warehouse discovered defective goods related to the recipient of the delivered cargo. They create a ticket and send the corresponding photos to the recipient, who can then create a request and/or complaint for this product.
To exchange messages about defective goods, the Company's employees had to manually transfer photos from an external device to Google Drive, and then inform the client about the defect by email.
Therefore, employees spent a lot of time processing each of the hundreds of tickets each month. In turn, it was difficult for the Company's managers to analyze statistics about the operations performed and answer the following questions: Who handled the ticket? Whether it was possible to close it? How much time was spent?
To make the process of exchanging complaints more convenient, transparent, and scalable, the Company turned to ICL Services.
Key Challenges
- Select and implement a unified ITSM system for registration, systematization, and processing of non-IT tickets.
- At the beginning of the project, the Customer described the primary requirements (a cloud solution and short implementation time were needed), and then the terms of reference were developed by joint efforts.
The system was supposed to support the following functionality:
- storing an unlimited number of files in the cloud;
- exchange of messages between the client and the warehouse employee;
- categorization of tickets, tracking the status of execution, using SLAs (if necessary);
- support for the creation and use of ticket forms (sets of fields for various types of requests);
- export of reports on tickets, lists of tickets, including for the initiator.
Today, each ticket is created taking into account the type of complaint and is assigned to a certain responsible person; each operator can filter his/her tickets among all the others. Employees of the Company can now automatically add comments, attachments, and photos of goods to the ticket, instead of copying them manually to Google Drive. This approach significantly accelerated the processing time for each ticket.
In addition, Jira provides the Company with the opportunity to view statistics on tickets in real time and quickly create various reports. Since all ticket information is aggregated and stored in Jira, and employees cannot change or delete it, the Company's management receives valid data.
Now the Customer uses Jira for cooperation with one client, but in the future, it is possible to extend this approach to all others.
Products and technologies
- Jira Service Management
Results
- ICL Services set up Jira to process requests to warehouse employees, complaints, etc., which allowed the Customer's warehouse employees to use a single application and significantly speed up the processing of tickets.
- The Company obtained a transparent and manageable system that allows them to track the statistics of tickets in real time, and export reports on operators, types of complaints, goods, and clients.
- The Customer received a solution that can be scaled to serve all clients.