Innovation in customer support with Atlassian Cloud
MedicineOne's case
ABOUT THIS SUCCESS CASE
MedicineOne improved its customer support and internal team integration with the help of Xpand IT, which implemented tools such as Jira Service Management, Jira Software, and Confluence. These tools centralized support requests and facilitated communication between teams, improving process efficiency and project control.
SCOPE OF THIS SOLUTION
- Jira
- Confluence
- Advanced Roadmaps
- Atlassian
Challenge: optimization of Support requests and centralized information
MedicineOne challenged Xpand IT to present a solution to support their product offerings to their end customers and their organizations. This solution needed to facilitate the management of service requests and resolutions, through an easy interface, using MedicineOne imagery.
In a second stage, MedicineOne wanted to streamline the process by escalating issues and improvements reported by end customers to the development teams. It was also necessary to centralize all documentation and information created for each version, and the teams needed a common knowledge repository. The main goals were:
An easily adoptable Solutions, capable of distinguishing between different response and resolution times.
Centralize all documentation and information in a single repository.
Having a centralized Solutions for monitoring all products and projects.
The Solutions: innovation in customer Support with Atlassian Cloud
Stage 1 – Improving customer support
After analyzing the support process, the requirements and difficulties shared by MedicineOne, Xpand IT decided that the solution would involve implementing Jira Service Management, centralizing service requests and improvements in the same project.
We implemented a portal for end customers, enabling them to graphically browse the catalogue for a range of products, and share information amongst themselves, according to the requirements of the support team, as well as having an overview of completed orders.
For the support agents, work queues were created, organizing the work by team and product, and allowing every user to choose the best option to view their work in progress.
To help with the execution of repetitive tasks, we used Automation for Jira to create automatic execution rules, enabling partial automation of the sorting and distribution of requests by teams, depending on the organization or customer.
A priority matrix was created, based on impact and urgency, which allows calculated based on its severity and impact.
Due to the sensitivity of the data worked on by MedicineOne, various levels of security were created for internal teams, ensuring that information reached the teams without compromising the privacy of the data shared by the end client.
Using Jira’s advanced search, information can be visualized in reports and dashboards or made available through Jira’s native Excel integration. This way, it was possible to ensure innovation in the company’s customer support by using Atlassian tools.
“When developing this project to implement management tools for software development and customer support processes, we found in Xpand IT the necessary support to find solutions to our biggest challenges: improving communication between the involved departments and organizing information in order to collect relevant data for process management and identification of the main problems in order to channel efforts to solve them and thus improve customer satisfaction.”
Carlos Graça
Administrator, MedicineONe
Stage 2 – Integration of the product, development and quality teams
The solution was to implement Jira Software and development projects organized by product, where teams could work in parallel.
Based on the three teams operational processes, project templates were designed with the aim of standardizing the development processes between the various products and allowing the teams access to detailed information in a structured way.
To monitor the work, boards were created for each of the teams to quickly visualize their work.
The native integration between Jira Service Management and Jira Software facilitated the creation of flows in which defects and incidents forwarded by support teams could easily be escalated to the development teams.
For all documentation needs, Confluence was implemented, enabling teams to document and structure all the information on their work.
In addition to team documentation, Confluence also allowed each user to have their own personal space, managed as a repository of their own knowledge.
Stage 3 – Product backlog Improvement and cross-project follow-up
The solution was to propose to MedicineOne the implementation of Atlassian’s Advanced Roadmaps. This solution, based on the project roadmaps with which they were already familiar, allows them to work with information from several projects simultaneously.
In addition to the ability to create different plans and customize them with fields and task information, Advanced Roadmap serves the distinct roles of the team in diverse ways: Project Managers have access to an overview, from the top, and the analysis team can focus on day-to-day tasks.
For a more in-depth analysis of development requests, the solution was Automation for Jira, through the calculation of a Scorecard.
During the initial analysis of the request, the team scores a number of factors, from which the priority of the development is calculated.
To ensure quick access to information, in a planning context or presentation meeting to stakeholders outside the team, dashboards were created showing the most important KPIs.
To ensure the organic growth of the solution, Advanced Roadmaps allows you to expand the task hierarchy in Jira, above Epic level. In this way, planning scalability is guaranteed.
Benefits: centralization of information and improvement in support quality
Stage 1
Development of a centralized platform
for opening and resolving support requests for all MedicineOne products.
Completion and quality of the data
Validation of the information, when opening and resolving requests, as well as the automatic prioritization of requests.
Creation of alarms for internal controls
regarding critical requests, customer hourly allowances.
Stage 2
Customized process mapping
and the ability to adapt to various methodologies, as well as the alignment of processes between the various teams and products.
Native integration with Jira Service Management
for scaling and information sharing between support and development.
Documentation sharing with the client via “Knowledge Base”
and integration with Jira Service Management.
Stage 3
Greater visibility and control over the work of various projects
and the creation of views with information from the data available in Jira.
Ability to integrate with other Atlassian products
namely Confluence, via which the roadmap can be shared.
Better communication between the various stakeholders
And simulation of possible scenarios and results.
Technologies
About MedicineOne
Headquarters: Portugal
4 continents
Mission
To help health care providers reach their full potential in delivering care and help people improve their quality of life.
Vision
MedicineOne is a reference when it comes to intelligent software for healthcare, responding to the needs of professionals and putting customers at the center of all processes.
Read more
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