Human Resources Management with Jira
Jira Service Management and Confluence at Sumol Compal
ABOUT THIS SUCCESS STORY
Sumol Compal implemented Jira Service Management and Confluence to improve the management of internal requests handled by its People Direction (Human Resources team at Sumol Compal) and to centralize key information. This solution enabled improved Human Resources management with Jira, allowing the company to better organize and prioritize requests, while increasing overall efficiency and visibility across HR processes.
SCOPE OF THIS SOLUTION
- Portal created in Jira Service Management
- SLA and performance metrics tracking
- Automation and prioritization of incoming requests
The challenge: improving organization, responsiveness, and efficiency
Sumol Compal’s main challenge involved the management of requests submitted to its People Direction team. Previously, the team handled all requests via email — an inefficient process that made it difficult to categorize and prioritize tasks. The lack of structure led to challenges in organizing information, which ultimately impacted response times and the team’s operational efficiency.
To address these issues, the company identified the need for a service management platform that could organize requests by priority and category and streamline response workflows. In addition, it was essential for the team to:
Monitor
performance and make day-to-day work visible.
Gather accurate metrics
on workload, response times, and SLAs (Service Level Agreements).
Centralize
information into a single portal to make it easier to manage requests and improve response times.
The solution: centralized management of requests with Jira Service Management
The implementation of the solution for the People Direction was part of a broader modernization journey leveraging Atlassian technologies, following previous collaboration with the Logistics and Distribution team to improve request management and internal support.
The portal implemented with Jira Service Management was a tool that enabled the People Direction team at Sumol Compal to build a centralized portal where requests could be submitted, categorized, and tracked in a structured way.
When creating a request, users are required to fill out predefined fields, ensuring the team receives all the necessary information to act quickly and accurately. This structure allows the team to manage requests according to SLAs and priority levels, improving both efficiency and visibility across processes.
Additionally, the Jira Service Management portal was integrated with Confluence. This integration allowed the People Direction team to make relevant information and documentation — such as guides and forms — available directly on the portal.
As a result, employees were empowered to resolve certain issues independently, reducing the number of incoming requests. This not only decreased the team’s workload, but also promoted employee autonomy and contributed to a more efficient overall process.
"As the Head of Administrative HR Management, I can say this tool has made a huge difference in our day-to-day work. The benefits for our HR team and department are clear and highly relevant. We now have better control, can manage priorities more effectively, track volumes (KPIs), and ensure higher quality in how each ticket is handled."
César Augusto Duarte
Head of Administrative HR Management, Sumol Compal
The benefits: a more organized and productive People Direction team
Centralized and structured request management
All HR-related requests are now submitted and tracked through a single Jira Service Management portal.
Improved operational efficiency
Categorizing and prioritizing requests allowed for quicker identification and handling of urgent matters, significantly reducing response times.
Greater visibility
The team can now monitor each request from submission to resolution, ensuring accountability and transparency.
Performance insights through reporting
The ability to generate detailed reports and monitor KPIs brought major improvements in analysis and decision-making.
Fewer support request
The integration with Confluence empowered employees to self-serve using the internal knowledge base, reducing the need to open tickets.
Stronger internal collaboration
The team also uses Jira Service Management to manage internal tasks, promoting better organization and cross-functional collaboration.
Technologies
About Sumol Compal
Headquarters: Lisboa, Portugal
Sumol Compal is the largest non-alcoholic beverage group in Portugal, home to some of the most iconic and recognized brands in the country. Its portfolio includes 16 brands spanning various beverage and vegetable product segments, with exports reaching over 50 countries.
Purpose and values
Sumol Compal has a purpose inspired by nature: to nourish, hydrate, and promote well-being through fruits, vegetables, and water, contributing to a more sustainable world. It does so with passion and ambition, combining science and art to transform nature’s gifts into unique and innovative brands that bring more flavor to life.
The company’s success is built on a strong culture anchored in five core values: Consumer, People, Innovation, Passion, and Integrity.
Type of solution
- Unified portal for managing requests submitted to the People Direction team
- Data integration and process automation with Jira and Confluence
- Improved efficiency, visibility, and cross-team collaboration
- Reduction of recurring requests through knowledge base and self-service
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