---
title: "Our Work: Bolttech · Appnovation"
url: "https://www.appnovation.com/work/scaling-customer-service-meet-demand"
description: "How Appnovation Improved Bolttech's Service Desk Capabilities with Jira Service Management"
---

# Our Work: Bolttech

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

![Bolttech logo beside an isometric illustration of layered digital service platforms](https://cdn.sanity.io/images/ey850001/production/7707a26ebff3c96e8cc744b7b937683fd2ae86fd-1400x600.png?w=1400&auto=format) 

## 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.

On this page

## Engagement

Client

Scaling Customer Service to Meet Demand

Industry

Financial Services & Insurance

## On this page

## 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.

## More work

[See all our work](/work.md) 

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