Bolttech's Device Protection division is experiencing rapid growth, presenting an exciting opportunity to enhance their IT request management. Previously managed via email, they sought a scalable, long-term solution to streamline their service desk capabilities and further elevate their customer experience.
We helped Bolttech implement a customized Jira Service Management system with tailored workflows for each department. Paired with a Confluence knowledge base, this setup aimed to make service desk agents self-sufficient and efficient in handling requests.
Bolttech can now quickly handle a large volume of service issues and track tickets efficiently. Requests are routed to the appropriate departments, and in-house customers can reliably track their request status.
Bolttech's Device Protection division (formerly known as Reconnects) was growing at an accelerating pace, and their ability to manage in-house requests needed to keep up. Using emails as a one-size-fits-all approach to handle IT service requests from internal departments created delays, missed opportunities, and poor customer experiences. Bolttech looked to implement a long-term solution that could scale their service desk capabilities alongside their business.
We worked with Bolttech to implement a customized Jira Service Management (formerly known as Jira Service Desk) instance focused on simplicity and ease-of-use. JSM was set up with customized workflow review and approval processes based on the department requesting help. JSM was paired with a Confluence instance to provide knowledge base, troubleshooting, training, and education content to service desk agents. The end goal was to enable agents to be self-sufficient and handle requests efficiently and effectively.
Bolttech can now handle the large volume of service issues raised by their in-house customers quickly while keeping track of tickets in an organized manner. Requests are routed to the appropriate departments for assistance. In-house customers now have a means of tracking their requests' status in a reliable, consistent manner.
