M7 Group Has More Efficient Request Management with JSM
Long Process of Requests via Spreadsheets
The long processing time was a problem for the client, which was also limited by Hungarian legal regulations. This imposes the obligation to resolve user requests within 72 hours, inform the customer about the service and have everything documented for audit purposes.
The whole process at M7 Group was complicated via Excel spreadsheets with manual input of information and frequent calls between sales and the call center to see if the task was solved.
There was a need to automate the whole process, consolidate all the information into one tool, get a single view of user requests and respond to them quickly. There was a need to implement a ticketing system. A system that systematizes all tasks (tickets), requests from the client and makes everything in order.
Needs
Systematization of internal tasks and customer requirements
Unified view of information
Fast response to problems
Compliance with Hungarian law
Why Did M7 Group Choose Unicorn?
„We have worked with Unicorn on previous projects so we knew we could rely on their professional approach and commitment to the goal," says Jiří Šajna, Project Manager in M7 Group CZ.
The client has used Atlassian tools for a log time to manage their businesses around the world and also has worked with us on previous projects. So they didn´t need to hesitate which Atlassian partner to turn to.
Ticketing System in Jira Service Management
"We needed to create a reliable and accurate system to protect us from paying fines, and we needed to create the system in a short time. As we have been using Atlassian products for a long time, we chose Jira as the most suitable tool for this project," explains Jiří Šajna.
The integration of the ticketing system will make the daily activities of the M7 Group employees more transparent. In contrast to the previously used Excel, the ticketing system with Jira always provides up-to-date information about the requests created, the assigned solvers (technicians), the status of the requests and the running SLAs; moreover, thanks to automatic notifications, the need for phone calls between employees to check the status and meet the 72-hour deadline is eliminated.
Jira Service Management Can:
Information Transfer
Easily link the information from users to the solution team on the other side.
Faster Collaboration
Speed up the resolution of service requests by connecting development, operations and support teams.
Client Portals
Create client portals for easier communication with customers.
Simple ITSM
Provide IT services and support without the complexity of traditional ITSM solutions.
Extended Use
Extend the capabilities of other Atlassian products (Jira Software, Confluence) for other purposes.
Easy to Use
Use portals even among users without in-depth knowledge of the system itself.
Together We Managed
After implementation of the new ticketing system with Jira, M7 Group is now able to easily process customer requests within the legal limit of 72 hours.
Requests are entered manually, then automated actions are performed by a ticketing system linked to a database of technical staff, email servers and an SMS gateway.
A precise SLA is set to control each step of the process.
The system also includes safety mechanisms that trigger an early warning that another dealer should be involved if the first one does not respond or the customer has not been contacted.
“We successfully completed the project and have very positive feedback on using the ticketing system. We would like to thank the Unicorn team and can highly recommend working with them.”
Jiří Šajna, Project Manager v M7 Group CZ
