Transforming Corporate Service Management: Driving Efficiency, Automation, and Service Quality

In a fast-paced and highly competitive market, operational efficiency is a strategic advantage. One of the world’s largest companies in the HVAC and refrigeration sector was seeking to enhance service delivery across its corporate departments. Legal and after-sales teams, in particular, faced mounting challenges in managing requests—dealing with slow workflows, limited visibility, and communication breakdowns with stakeholders.

The Challenge

Both the legal and after-sales departments were overwhelmed with high volumes of requests managed manually through email. Without a centralized system, there was no control over deadlines, no performance indicators, and limited transparency. This lack of structure led to delayed responses, inefficient workflows, and the inability to track or improve service performance.

The Solution

Nimble Evolution was selected as the strategic partner to lead the implementation of Jira Service Management — a scalable, robust solution that introduced automation and visibility into the company’s request management processes. With customized workflows and seamless cross-team integration, the solution brought structure and agility to service operations.

Implementation Process

The rollout was executed in phases to ensure a smooth transition and gradual adoption across teams. Key improvements included:

• Workflow Automation: Jira Service Management enabled structured and automated internal processes, reducing manual tasks and boosting productivity.

• Real-Time Visibility for Stakeholders: Dynamic reports and custom dashboards gave all stakeholders access to request statuses in real time.

• Faster Resolution Times: Standardized processes and automated approvals significantly reduced average response times.

Results

The solution delivered impressive results, such as:

• Faster Legal Response Times: Streamlined processes dramatically improved efficiency in handling legal requests.

• Improved After-Sales Service: The after-sales team gained better control over customer interactions, ensuring faster and more reliable resolutions.

• Higher Delivery Quality: Automation and rule-based workflows reduced errors and rework, allowing for more consistent and efficient service execution.

• Increased Stakeholder Satisfaction: Transparency and predictability in internal processes improved stakeholder confidence and engagement.

• Optimized Resource Allocation: Teams could now focus on strategic initiatives rather than getting bogged down with manual operational tasks.

Market Impact

By modernizing its corporate service management structure, the company significantly enhanced its operational efficiency and competitive edge. The transformation enabled more organized, data-driven service delivery—strengthening both internal alignment and external trust.

What’s Next

Following the success of the legal and after-sales rollout, the company is planning to expand Jira Service Management into other departments. Next up is Marketing, with a focus on streamlining campaign planning, creative requests, and other strategic initiatives. With ongoing support from Nimble Evolution, the company continues its digital transformation journey—scaling innovation and improving agility.