Logistics and distribution support with Jira Service Management
The success story of Sumol Compal
ABOUT THIS SUCCESS CASE
Sumol Compal implemented Jira Service Management to improve support management in logistics and distribution. The solution optimized the organization and prioritization of requests, increased visibility of activities, and enabled the collection of performance metrics, streamlining the process and enhancing efficiency.
SCOPE OF THIS SOLUTION:
Jira Service Management
Logistics support
Automatic request prioritization
Collection of metrics and SLAs.
The challenge: managing high volumes of data
For several years Sumol Compal was looking for a solution to help its teams to manage the high volume of data collected around its logistics, transport and distribution activities. As a result of these operations, the support teams had to deal with hundreds of incidents every day – between calls and emails, the amount of support requests was enormous.
To mitigate this challenge, the Information Systems (IS) team had already developed a helpdesk based on email inboxes, segmented by subject matter. However, this solution did not meet the needs of daily operations. This situation was further aggravated by the pandemic, with remote teams being unable to physically cross-check information between team members.
It was from the difficulties encountered handling support requests from the logistics, transport and distribution teams that the need arose to adopt a Service Desk capable of organizing incoming requests by priority, speeding up responses in a timely manner, and giving other teams within Sumol Compal visibility over the daily number of occurrences resolved and daily work done.
In addition, it was important that this new solution would:
Inputs
Allow teams to collect the minutes of team meetings.
Performance
Show performance indicators (SLAs) to evaluate overall service levels.
The solution: portal using Jira in the Cloud
After a careful evaluation of the challenges presented by the daily operation of the logistics, transport and distribution teams, Xpand IT implemented a portal, using Jira Service Management in the Cloud.
This solution was implemented in such a way as to be both robust and scalable (as it will serve a potential universe of 400 people, including external and internal teams), and to meet all the needs described above.
Distributors can now easily access the Transport Service Desk, choose the area that best fits the request they want to make, fill in a ticket with the necessary information and wait for a response from the team, which is a more efficient way of submitting requests.
The request is entered with the expected data quality and automatically goes to the correct queue. The agent receives the request, resolves it and closes the ticket.
Benefits: cross-functional visibility and metrics collection
An intuitive, user-friendly tool
that meets the needs of distribution and support agents.
Visibility for the whole company
over the number of daily support requests and work conducted by the support teams.
The ability to invest in preventive measures
it is easy to gain sight of what problems occur most often and act accordingly.
Complete performance analysis
by implementing even specific SLAs - not possible with the previous email-based system.
Complete oversight of different request types
with the aim of categorizing and following up in the most effective way.
Collection of metrics and access to dashboards
for presentation at management meetings.
“The ability of our partner Xpand IT to find a solution to the particular needs of this specific business process gives Sumol Compal distinctive functional improvement and a significant reduction in the iterations that existed between various actors in the process.”
Hugo Gonçalves
Information Systems Manager, Sumol Compal Marcas, S.A
Technologies
About Sumol Compal
It is the largest non-alcoholic beverage group in Portugal and has some of the most iconic brands recognized by the Portuguese.
- 5 industrial units,
- 25 thousand tons of fruit processed annually
- More than 40 filling lines.
- Portfolio of 16 brands
- Exports to over 60 countries.
Mission & values
To contribute to building a better world for future generations and has therefore geared its strategy towards this.
Type of solution
- Portal with Jira Cloud
- Scalable and robust system
- Simple request submission
- Agile routing
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