CPFL Energia, a major electricity generator, distributor, and transmitter, is already reaping the benefits of implementing Atlassian solutions, including Jira Cloud, Jira Service Management, and Confluence. These platforms were adopted to modernize ticket management and improve team workflows, enhancing user experience, automating processes, and centralizing knowledge bases.

Nimble Evolution is the company assisting CPFL Energia with the implementation of Atlassian tools. After analyzing the technological environment, Nimble established project guidelines based on industry best practices and the specific needs of the organization, such as deploying ITSM tools for CPFL Energia’s workforce of over 15,000 employees who use these solutions daily.

The work carried out by Nimble Evolution involved customizing workflows to meet CPFL Energia’s specific needs, such as determining the status of activities in the approval process, identifying approvers, assessing dependencies on documentation or SLAs, and managing permissions—who can access what, which groups work on specific tasks, and more.

The energy company leverages Atlassian Jira Cloud to manage projects and demands, Jira Service Management to oversee the service catalog and handle incidents and requests, and Confluence as the knowledge base platform.

Custom plugins enhance user feedback capabilities in Jira (e.g., NPS). Meanwhile, Jira Misc Workflow assists with automations, Azure AD Attributes integrates with legacy Active Directory tools, and BigPicture PPM (Project Management) and Enterprise create task interdependencies.

According to Gabriela Pinheiro, Systems Quality Coordinator at CPFL Energia:
“The implementation of Jira Cloud and Jira Service Management was carefully planned and executed, ensuring users could adapt well to the new tools. Confluence was integrated into the environment as a central knowledge platform, promoting collaboration among teams and facilitating access to critical information. Working together with Nimble Evolution has been fundamental to achieving the best results.”

The project was completed within the established timeframe, and the company has already noticed improvements in efficiency, task automation, and ticket management, particularly in SLA controls. CPFL Energia teams have reported significant gains in process efficiency and problem-solving capabilities.