iMail Comms – Transforming Request Management with Jira Service Management

The Challenge: What Sparked the Need for Change?

iMail Comms had been using email and HubSpot to manage all of their incoming enquiries and support requests. They were unable to see any metrics about the kind of requests that were incoming and they were unable to easily see the progression of support issues or who was responsible for them. They also needed to record time taken with issues to see if they were meeting their SLA’s. There was also a requirement to start tracking time spent on issues for their various customers.

Our Game Plan: How We Tackled the Problem

iMail were keen to implement Jira, as some of their users had previous experience with it. We got together to talk more in depth about their pain points with the current setup and provided a demonstration about how they might be able to use Jira. iMail pulled together some information about the kind of requests they received and the data they wanted to collect and track, which enabled us to create a Jira Service Management system for them with all the relevant Request Types and custom fields. We suggested the implementation of Tempo as the most powerful time tracking tool. This would enable them to track things such as time spent per customer as well as being able to monitor their staff’s time.

Making It Happen: The Implementation Journey

After some requirements gathering sessions, Sourcesense were able to construct a base Jira Service Management system for iMail to start practicing with. The creation of test tickets enabled them to see how the system would work and what kind of data they would be able to pull from it. We worked together to refine the fields and Request Types available for each of their customers. iMail also wanted to divert their main enquiries mailbox into Jira – for this we enabled email requests and set the configuration to allow anyone to email into their enquiries project. We configured SLA’s so that iMail were able to monitor how often they were meeting targets. We also set up some automations to make sure that certain team members were alerted to tickets that involved them. We also set up an issues collector which was placed on the iMail website to collect issues directly.

The Impact: What Success Looks Like

• iMail are now able to see straight away whether they have breached an SLA.

• The timers on the tickets have been really useful for the team to prioritise work.

• A number of dashboards have been set up for iMail to be able to look at metrics around numbers of tickets created, and they can easily see which tickets are in which status.

• Different teams have been provided with different dashboards relevant to only the work they are interested in.

• Tracking time using Tempo also means that they can now see how much time is being spent per customer and where each staff member’s time is being spent.

Overcoming Hurdles: Challenges & Smart Fixes

Email requests were a bit of a challenge, as you have to compromise on opening up the system to be able to receive emails from anyone. We had to work with the configuration to make sure it was set up right for all scenarios they were likely to face.

Lessons Learned: What This Project Taught Us

This was a really successful implementation. The benefits seen by the customer are huge. This is a case where Jira Service Management was absolutely the perfect tool to provide all the criteria that the customer was looking for. Ready to transform your support operations like iMail did? Get in touch to see how we can tailor Jira Service Management to your unique needs.