Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
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The document discusses enhancing customer service through automated sales and lifecycle processes using Jira Service Desk, emphasizing the importance of efficient order fulfillment and communication among multiple parties. It highlights potential revenue increases from improved service delivery in the telecoms sector and outlines the integration of various tools and applications for better operational management. Key takeaways include the benefits of end-to-end visibility, lessons learned from implementing automation, and the need for industry knowledge in the process.
Improve Customer Service with Automated Sales and Order Lifecycle Processes Using Jira Service Desk
- 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. $823m Small increases in customer service delivery can have a MASSIVE impact on company revenue
- 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. Telecoms industry $21m Estimated revenue 250+ No of employees 8000+ Partners and suppliers 3 Acquisitions
- 5. 250+ No of employees $21M Estimated revenueTelecoms industry 8000+ Partners and suppliers 3 Acquisitions
- 6. Telecoms industry 8000+ Partners and suppliers 250+ No of employees $21M Estimated revenue 3 Acquisitions
- 7. Telecoms industry 3 Acquisitions $21M Estimated revenue 250+ No of employees 8000+ Partners and suppliers
- 8. Service Delivery Team End-to-end order fulfilment Internal and external parties 16 weeks to deliver
- 9. Service Delivery Team Internal and external parties 16 weeks to deliver End-to-end order fulfilment
- 10. Service Delivery Team End-to-end order fulfilment Internal and external parties 16 weeks to deliver
- 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. Managing all the moving parts and people was very stressful before Jira Service Desk. Service Delivery Manager
- 13. USERS INVOLVED ! !! ! ! ! ! CUSTOMER SALES PROCUREMENT SUPPLIERS FINANCETECH SUPPORTQUALITY ASSURANCE
- 15. INTERNAL SALES Place orders – new, existing customers Sensitive data
- 16. PROCUREMENT Supplier registrations & orders.
- 17. SUPPLIERS Key partners - hardware, connectivity
- 18. QUALITY ASSURANCE Confirm quality of services delivered
- 19. TECHNICAL SUPPORT Technical support to the quality assurance and service delivery teams. External supplier. Competitor.
- 20. FINANCE Billing of the customer on completion of order
- 21. Problems experienced Disparate information Visibility and transparency Communication failure points Many parties involved Will we make SLA? Manual effort wasting time
- 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. 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. 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. 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. 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. CRM PROCUREMENT TECHNICAL SUPPORT QUALITY ASSURANCE CUSTOMER SUPPORT BILLING ORDER DELIVERY
- 30. 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
- 32. PULL FROM MASTER DATA SOURCES nFeed Retrieve info from SQL DB iDalko Table Grid Display info in a table Write back info updated
- 33. 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
- 34. ScriptRunner Post Functions Custom script Create sub-task Clone issue Send email Integrate
- 35. 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
- 36. 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
- 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. ScriptRunner Post Functions A built-in script Send a custom email Create sub-task Clone issue Send email Integrate Custom script Send email
- 39. ScriptRunner Post Functions Custom script Calling a web hook Create sub-task Clone issue Send email Integrate Custom script Integrate
- 40. ScriptRunner Script Listeners Issue updated event Teams changed based on custom field Copy data Add comments Integrate Send emailSend email
- 41. ScriptRunner Script Listeners Issue updated event Keep linked issues and order info in sync Copy data Add comments Send email Copy data Integrate
- 42. ScriptRunner Script Listeners Issue commented event Add subtask comment to parent Copy data Add comments Send email Add comments Integrate
- 43. ScriptRunner Script Listeners Issue created event Get master data from other systems Copy data Add comments Send email Integrate
- 44. Photo by rawpixel.com from Pexels
- 46. 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
- 47. REPORTING ON IT ALL Sales Force Customer Portal Acumatica ERP REST API IPaaS
- 58. Benefits realised Informed= happy customer 2acquisitions Saving time, increase performance End-to-end visibility Data metrics to track growth 400orders per service delivery manager
- 59. Lessons learned Customer: industry knowledge Partner: tool knowledge SINGLE TEAM SIMPLE, COST EFFECTIVE SOLUTION
- 60. Lessons learned Customer and tool expert requirement workshops All vendors together: workshop + plan Start: industry, processes
- 61. Where you can start …. Systems you can integrate Points for improved communication Performance metrics visible
- 63. TANIA VAN WYK DE VRIES | CEO | INFOWARE STUDIOS | @TANIASUPAGIRL Thank you!