Our Work: Bolttech

How Appnovation Improved Bolttech's Service Desk Capabilities with Jira Service Management

Challenge

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.

Solution

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.

Impact

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.

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Challenge

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.

Solution

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.

Result

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.