Case Study: Streamlining Customer Request Management with Jira Service Management

Overview

RetailPro Inc. is a leading retail company with a vast network of brick-and-mortar stores and a rapidly growing e-commerce presence. The company was struggling to manage customer requests efficiently due to an outdated, fragmented customer support system. As an Atlassian partner, we implemented Jira Service Management to streamline customer request management, improving response times and overall customer satisfaction.

Challenges

1. Disjointed customer support channels: RetailPro’s customer support system comprised multiple channels, including email, phone, and social media, making it difficult to track, prioritize, and resolve customer requests efficiently.
2. Inconsistent response times: With no centralized system for managing customer requests, response times varied greatly, leading to customer dissatisfaction and negative brand perception. Read More