Discover how one of the global leaders in asset management for institutional and individual investors achieved a significant increase in user adoption after migrating from ServiceNow to Jira Service Management. With the implementation of this new tool, the company eliminated ticket creation via phone and email, optimizing processes and improving customer service efficiency. This strategic change not only simplified workflows but also provided a more integrated and satisfying experience for everyone involved.

When the company began searching for tools to meet its needs, three requirements stood out as paramount. First, it was essential that the new solution provided an easily accessible and adoptable user experience. Ease of use was considered crucial to ensure that all employees could quickly adopt the new tool without difficulties, thereby promoting more efficient and widespread use of the platform.

Second, it was imperative that the environment had the necessary flexibility to support not only the company’s IT Service Management (ITSM) processes but also more complex approvals in specific cases. The tool’s customization capability was a decisive factor, as the company needed to ensure that the system could be adapted to meet various operational and governance needs.

Third, the system’s flexibility should allow the company to continue evolving and adjusting its internal processes without constantly relying on third parties for customizations that could compromise process evolutions. The choice of the right tool aimed not only to solve immediate challenges but also to ensure that its usability would enable employees to automate, expand, and evolve their processes easily and efficiently.

When it comes to a platform capable of meeting all the mentioned requirements, Jira Service Management stands out as an exemplary solution. The ease with which users can submit requests through the help portal is one of the main differentiators, providing an intuitive and hassle-free experience. Agents also benefit from the platform, as it simplifies the handling of requests, allowing for more efficient and agile demand management.

Additionally, administrators find in Jira Service Management an interface that facilitates workflow configuration changes and process automation. This is possible thanks to Atlassian’s philosophy of designing solutions aimed at offering an experience where no programming knowledge is required. The system works similarly to a set of Lego pieces, where administrators can fit the desired components to evolve and customize processes practically and intuitively.

This modular and user-friendly approach allows the contracting company to adapt the tool to its specific needs, ensuring that internal processes can be automated, expanded, and evolved without constantly relying on developers or external consultants, making Jira Service Management one of the few tools that meet the third requirement.

After selecting the tool, Nimble Evolution was designated to lead the implementation process. A team of specialists was mobilized to analyze, adapt, and integrate the company’s processes, applying market best practices. With their extensive experience, the consultants managed to migrate all knowledge bases, structure the help portal, and implement the complex change process in just three months. This efficiency ensured that within one quarter, the company already observed a significant change in organizational culture. Employees began using the new tool, replacing the direct submission of requests to agents via phone calls and emails.