Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
Improve customer service with
automated sales and order lifecycle processes using Jira Service Desk
TANIA VAN WYK DE VRIES...
$823m
Small increases in customer service delivery can have a
MASSIVE impact on company revenue
Submarine
communications
end-to-end wholesale and
enterprise connectivity
Netherlands, Germany,
France, United Kingdom,
In...
Telecoms
industry
$21m
Estimated revenue
250+
No of employees
8000+
Partners and suppliers
3
Acquisitions
250+
No of employees
$21M
Estimated revenueTelecoms
industry
8000+
Partners and suppliers
3
Acquisitions
Telecoms
industry
8000+
Partners and suppliers
250+
No of employees
$21M
Estimated revenue
3
Acquisitions
Telecoms
industry
3
Acquisitions
$21M
Estimated revenue
250+
No of employees
8000+
Partners and suppliers
Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver
Service
Delivery
Team
Internal and
external parties
16 weeks to
deliver
End-to-end order
fulfilment
Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver
Service
Delivery
Team
End-to-end order
fulfilment
Internal and
external parties
16 weeks to
deliver
Jira Service Desk
the ...
Managing all the
moving parts and
people was very
stressful before Jira
Service Desk.
Service Delivery Manager
USERS INVOLVED
! !!
! !
!
!
CUSTOMER SALES PROCUREMENT SUPPLIERS
FINANCETECH SUPPORTQUALITY ASSURANCE
CUSTOMER
Wholesale and enterprise
INTERNAL SALES
Place orders – new, existing customers
Sensitive data
PROCUREMENT
Supplier registrations & orders.
SUPPLIERS
Key partners - hardware, connectivity
QUALITY ASSURANCE
Confirm quality of services delivered
TECHNICAL SUPPORT
Technical support to the quality assurance and service
delivery teams.
External supplier. Competitor.
FINANCE
Billing of the customer on completion of order
Problems experienced
Disparate
information
Visibility and
transparency
Communication
failure points
Many parties
involved
...
APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DES...
APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
NFEED TABLE GRID SCRIPT RUNNER...
APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DES...
APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS
CRM CUSTOMER PORTAL ERP COMMUNICATION
PLATFORM
JIRA REST
API
JIRA SERVICE
DES...
Sales tracking
Update of
customer info.
Procurement
Supporting
services from
suppliers
Invoice customer
for services
order...
CRM PROCUREMENT
TECHNICAL SUPPORT
QUALITY ASSURANCE
CUSTOMER SUPPORT
BILLING
ORDER DELIVERY
INSTALLATION
PROCUREMENT QUALITY ASSURANCE
SUPPLIERS
CREATE ORDER
Sales Force
Workflow
Status change
Update field info
Info from sales force populated
onto the order
Please re...
SYSTEM INTEGRATIONS
iPaaS
Central integration
orchestration
layer
PULL FROM MASTER DATA SOURCES
nFeed
Retrieve info from SQL DB
iDalko Table Grid
Display info in a table
Write back info up...
MOVING TO PLANNING
Send emails
Based on order place from…..
Create subtasks
Info from sales force populated
onto the order...
ScriptRunner
Post
Functions
Custom script
Create sub-task
Clone issue
Send email
Integrate
ScriptRunner
Post
Functions
A built-in script
Sub-task on Parent issue
Custom script
Create sub-task
Clone issue
Send emai...
ScriptRunner
Post
Functions
A built-in script
Clone an issue into another project
Create sub-task
Clone issue
Send email
I...
ScriptRunner
Post
Functions
A built-in script
Send a custom email
Create sub-task
Clone issue
Send email
Integrate
Custom ...
ScriptRunner
Post
Functions
A built-in script
Send a custom email
Create sub-task
Clone issue
Send email
Integrate
Custom ...
ScriptRunner
Post
Functions
Custom script
Calling a web hook
Create sub-task
Clone issue
Send email
Integrate
Custom scrip...
ScriptRunner
Script
Listeners
Issue updated event
Teams changed based on custom field
Copy data
Add comments
Integrate
Sen...
ScriptRunner
Script
Listeners
Issue updated event
Keep linked issues and order info in sync
Copy data
Add comments
Send em...
ScriptRunner
Script
Listeners
Issue commented event
Add subtask comment to parent
Copy data
Add comments
Send email
Add co...
ScriptRunner
Script
Listeners
Issue created event
Get master data from other systems
Copy data
Add comments
Send email
Int...
Photo by rawpixel.com from Pexels
AUTOMATED COMMUNICATIONS
REST API
IPaaS
SEND EMAIL, SMS OR WHATSAPP
Edit Issue
Custom text or template
Custom request participants
Send documents attached to
the ...
REPORTING ON IT ALL
Sales Force
Customer Portal
Acumatica ERP
REST API
IPaaS
Dashboard click-through
Dashboard filters
Multi-dimensional graphs
Multi-dimensional graphs
Multi-dimensional graphs
Multi-dimensional graphs
Multi-dimensional graphs
Multi-dimensional graphs
Benefits realised
Informed=
happy customer
2acquisitions
Saving time,
increase
performance
End-to-end
visibility
Data metr...
Lessons learned
Customer: industry
knowledge
Partner: tool
knowledge
SINGLE TEAM
SIMPLE, COST
EFFECTIVE
SOLUTION
Lessons learned
Customer and tool expert
requirement workshops
All vendors together:
workshop + plan
Start: industry, proc...
Where you can start ….
Systems you can
integrate
Points for improved
communication
Performance
metrics visible
TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL
Thank you!
Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
Prochain SlideShare
Chargement dans…5
×

Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk

2 287 vues

Publié le

If you think running a multinational telecom company is simple or easy... well, you've never tried to do it. Logistical challenges abound! But that didn't stop Infoware Studios from streamlining the heck out of their workflows.

Join Tania van Wyk de Vries as she explains how they automated end-to-end sales and order fulfillment using Jira Service Desk and Jira Core. She'll walk through the workflows step by step, pointing out the Marketplace apps, CRM integrations, reporting, and custom-built solution that now form the backbone of their system. This is your chance to shortcut the trial-and-error process and share Infoware's lessons learned with your team.

Publié dans : Technologie
  • Soyez le premier à commenter

  • Soyez le premier à aimer ceci

Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk

  1. 1. Improve customer service with automated sales and order lifecycle processes using Jira Service Desk TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL
  2. 2. $823m Small increases in customer service delivery can have a MASSIVE impact on company revenue
  3. 3. Submarine communications end-to-end wholesale and enterprise connectivity Netherlands, Germany, France, United Kingdom, India, Djibouti, Rwanda, Uganda, Kenya, Tanzania, Mozambique, Botswana, South Africa, Ghana, Nigeria
  4. 4. Telecoms industry $21m Estimated revenue 250+ No of employees 8000+ Partners and suppliers 3 Acquisitions
  5. 5. 250+ No of employees $21M Estimated revenueTelecoms industry 8000+ Partners and suppliers 3 Acquisitions
  6. 6. Telecoms industry 8000+ Partners and suppliers 250+ No of employees $21M Estimated revenue 3 Acquisitions
  7. 7. Telecoms industry 3 Acquisitions $21M Estimated revenue 250+ No of employees 8000+ Partners and suppliers
  8. 8. Service Delivery Team End-to-end order fulfilment Internal and external parties 16 weeks to deliver
  9. 9. Service Delivery Team Internal and external parties 16 weeks to deliver End-to-end order fulfilment
  10. 10. Service Delivery Team End-to-end order fulfilment Internal and external parties 16 weeks to deliver
  11. 11. Service Delivery Team End-to-end order fulfilment Internal and external parties 16 weeks to deliver Jira Service Desk the magic ingredient, the glue between all the parts and parties.
  12. 12. Managing all the moving parts and people was very stressful before Jira Service Desk. Service Delivery Manager
  13. 13. USERS INVOLVED ! !! ! ! ! ! CUSTOMER SALES PROCUREMENT SUPPLIERS FINANCETECH SUPPORTQUALITY ASSURANCE
  14. 14. CUSTOMER Wholesale and enterprise
  15. 15. INTERNAL SALES Place orders – new, existing customers Sensitive data
  16. 16. PROCUREMENT Supplier registrations & orders.
  17. 17. SUPPLIERS Key partners - hardware, connectivity
  18. 18. QUALITY ASSURANCE Confirm quality of services delivered
  19. 19. TECHNICAL SUPPORT Technical support to the quality assurance and service delivery teams. External supplier. Competitor.
  20. 20. FINANCE Billing of the customer on completion of order
  21. 21. Problems experienced Disparate information Visibility and transparency Communication failure points Many parties involved Will we make SLA? Manual effort wasting time
  22. 22. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS CRM CUSTOMER PORTAL ERP COMMUNICATION PLATFORM JIRA REST API JIRA SERVICE DESK JIRA CORE JIRA REPORTING iPaaS Custom built NFEED TABLE GRID SCRIPT RUNNER CUSTOMER SATISFACTION SURVEY SMART ATTACHMENTS MULTI-LEVEL CASCADING SELECT
  23. 23. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS CRM CUSTOMER PORTAL ERP COMMUNICATION PLATFORM NFEED TABLE GRID SCRIPT RUNNER CUSTOMER SATISFACTION SURVEY SMART ATTACHMENTS JIRA REST API JIRA SERVICE DESK JIRA CORE JIRA REPORTING iPaaS Custom built MULTI-LEVEL CASCADING SELECT
  24. 24. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS CRM CUSTOMER PORTAL ERP COMMUNICATION PLATFORM JIRA REST API JIRA SERVICE DESK JIRA CORE JIRA REPORTING iPaaS Custom built NFEED TABLE GRID SCRIPT RUNNER CUSTOMER SATISFACTION SURVEY SMART ATTACHMENTS MULTI-LEVEL CASCADING SELECT
  25. 25. APPLICATIONS, ATLASSIAN PRODUCTS AND ADD-ONS CRM CUSTOMER PORTAL ERP COMMUNICATION PLATFORM JIRA REST API JIRA SERVICE DESK JIRA CORE JIRA REPORTING iPaaS Custom built NFEED TABLE GRID SCRIPT RUNNER CUSTOMER SATISFACTION SURVEY SMART ATTACHMENTS MULTI-LEVEL CASCADING SELECT
  26. 26. Sales tracking Update of customer info. Procurement Supporting services from suppliers Invoice customer for services ordered. Track and manage a customer order across all parties. Operational processes supported Feedback post order completion. Fault logging. Making sure the order is delivered on the right quality standards. CRM PROCUREMENT ORDER DELIVERY CUSTOMER SUPPORT TECHNICAL SUPPORT QUALITY ASSURANCE BILLING
  27. 27. CRM PROCUREMENT TECHNICAL SUPPORT QUALITY ASSURANCE CUSTOMER SUPPORT BILLING ORDER DELIVERY
  28. 28. INSTALLATION PROCUREMENT QUALITY ASSURANCE SUPPLIERS
  29. 29. CREATE ORDER Sales Force Workflow Status change Update field info Info from sales force populated onto the order Please remember You don’t always need the line or text at all. Jira Server Platform REST API POST /rest/api/2/issue
  30. 30. SYSTEM INTEGRATIONS iPaaS Central integration orchestration layer
  31. 31. PULL FROM MASTER DATA SOURCES nFeed Retrieve info from SQL DB iDalko Table Grid Display info in a table Write back info updated
  32. 32. MOVING TO PLANNING Send emails Based on order place from….. Create subtasks Info from sales force populated onto the order Please remember You don’t always need the line or text at all. Script Runner
  33. 33. ScriptRunner Post Functions Custom script Create sub-task Clone issue Send email Integrate
  34. 34. ScriptRunner Post Functions A built-in script Sub-task on Parent issue Custom script Create sub-task Clone issue Send email Integrate Create sub-task
  35. 35. ScriptRunner Post Functions A built-in script Clone an issue into another project Create sub-task Clone issue Send email Integrate Custom script Clone issue
  36. 36. ScriptRunner Post Functions A built-in script Send a custom email Create sub-task Clone issue Send email Integrate Custom script Send email
  37. 37. ScriptRunner Post Functions A built-in script Send a custom email Create sub-task Clone issue Send email Integrate Custom script Send email
  38. 38. ScriptRunner Post Functions Custom script Calling a web hook Create sub-task Clone issue Send email Integrate Custom script Integrate
  39. 39. ScriptRunner Script Listeners Issue updated event Teams changed based on custom field Copy data Add comments Integrate Send emailSend email
  40. 40. ScriptRunner Script Listeners Issue updated event Keep linked issues and order info in sync Copy data Add comments Send email Copy data Integrate
  41. 41. ScriptRunner Script Listeners Issue commented event Add subtask comment to parent Copy data Add comments Send email Add comments Integrate
  42. 42. ScriptRunner Script Listeners Issue created event Get master data from other systems Copy data Add comments Send email Integrate
  43. 43. Photo by rawpixel.com from Pexels
  44. 44. AUTOMATED COMMUNICATIONS REST API IPaaS
  45. 45. SEND EMAIL, SMS OR WHATSAPP Edit Issue Custom text or template Custom request participants Send documents attached to the order Script Runner SCRIPT LISTENERS Workflow transition Send documents attached to the order Comments added Communications back from customers or suppliers
  46. 46. REPORTING ON IT ALL Sales Force Customer Portal Acumatica ERP REST API IPaaS
  47. 47. Dashboard click-through
  48. 48. Dashboard filters
  49. 49. Multi-dimensional graphs
  50. 50. Multi-dimensional graphs
  51. 51. Multi-dimensional graphs
  52. 52. Multi-dimensional graphs
  53. 53. Multi-dimensional graphs
  54. 54. Multi-dimensional graphs
  55. 55. Benefits realised Informed= happy customer 2acquisitions Saving time, increase performance End-to-end visibility Data metrics to track growth 400orders per service delivery manager
  56. 56. Lessons learned Customer: industry knowledge Partner: tool knowledge SINGLE TEAM SIMPLE, COST EFFECTIVE SOLUTION
  57. 57. Lessons learned Customer and tool expert requirement workshops All vendors together: workshop + plan Start: industry, processes
  58. 58. Where you can start …. Systems you can integrate Points for improved communication Performance metrics visible
  59. 59. TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL Thank you!

×