Modernizing Customer Support and IT with a Player-First Approach

In the highly competitive and fast-paced world of online sports betting, delivering top-tier customer support and operational efficiency in IT is crucial to maintaining player satisfaction and ensuring business continuity. One of Brazil’s leading companies in the sector faced the challenge of standardizing and optimizing its service management, both for internal operations and player-facing support.

The Challenge

Both the IT and customer support teams dealt with a high volume of daily requests, relying on decentralized processes and disconnected tools. This fragmented approach resulted in delayed responses, poor request prioritization, and high costs from using multiple parallel platforms. The company also lacked visibility into operational data, making strategic decision-making difficult.

The Solution

Partnering with Nimble Evolution, the company implemented Jira Service Management (JSM) with a focus on two key pillars: operational efficiency and enhanced player experience.

The solution featured dynamic request forms tailored to different business units, custom SLAs, automated workflows, and an integrated help center for players. JSM enabled the company to consolidate several tools into a single platform, eliminating the need for external tools like Asana.

Implementation Process

The implementation was led by Nimble’s Project Odin team and followed an agile, collaborative approach, enabling fast iterations and continuous improvements based on team feedback. Key milestones included:

• Launch of a Player Help Center, improving user experience and reducing resolution times;

• Alignment with ITIL best practices, enhancing SLA management for both internal and external services;

• Focus on automation and visibility through custom dashboards and real-time reports;

• Integration with BPO and internal support workflows, using customized forms for each type of request.

Results Achieved

The company saw significant improvements shortly after implementation:

• Cost savings from eliminating redundant tools;

• Over 48,000 tickets opened in the first 5 months, now managed in a centralized, categorized system;

• Creation of over 60 custom request forms, each tailored to specific business needs;

• Enhanced player experience through faster, clearer, and more organized support processes;

• Full ITIL adoption, streamlining IT and support operations internally.

Business Impact

The implementation of Jira Service Management revolutionized how the company manages both internal and external services, raising the bar for customer support and boosting IT team performance. With structured processes, full operational visibility, and a player-first mindset, the organization now operates with greater agility, scalability, and control.

Next Steps

Following the success in IT and support, the company plans to roll out Jira Service Management to other departments. Next up is Marketing, where the platform will help manage campaign, media, and creative requests.

This success story shows how Atlassian solutions, combined with Nimble Evolution’s expertise, can transform service delivery in demanding industries, ensuring efficiency and putting the end-user experience at the center of operations.