Scalability and Integration in Customer Support

One of the largest national companies specializing in technology solutions for issuers and payment methods sought to modernize its customer service and internal service operations by migrating from a limited platform to a more scalable, integrated solution focused on user experience.

The Challenge

The former platform (MoviDesk) was used to open tickets by both issuers and internal employees, as well as to serve as an integration bridge with partner systems. However, the fragmentation between tools, along with the limited customization and automation capabilities, compromised operational efficiency and hindered governance in the service process.

The Solution

The company chose to adopt Jira Service Management as its new service platform, combining it with Confluence as a knowledge base. The migration project was carried out with the goal of unifying channels, reorganizing workflows, and structuring support for scalability. Integration with Google Chat was a differentiator, bringing agility and centralization to notifications.

Implementation Highlights

• Complete migration of service processes from MoviDesk to Jira Service Management, including ticket creation workflows for issuers and internal teams;

• Creation of a new Service Catalog, standardized and oriented toward customer experience;

• Implementation of clear SLAs, with response targets defined by request type and customer profile;

• Integration between partner systems via JSM, ensuring continuity of communication between platforms;

• Native, intelligent automations with no additional plugins;

• Migration of the knowledge base to Confluence, structuring documentation collaboratively and making it accessible to issuers and employees.

Results Achieved

• Centralization and integration of support into a single platform, eliminating redundancies and boosting efficiency;

• Improved customer experience with faster, clearer request workflows;

• Strengthened operational organization and governance, with clear rules, SLA monitoring, and greater predictability;

• Scalable support operations based on Atlassian technologies aligned with the company’s growth.

Business Impact

The transition to Jira Service Management and Confluence marked a new stage of maturity for the company, consolidating its support operations on a modern, efficient, and integrated technology base. Processes became more transparent, traceable, and adaptable, directly contributing to issuer satisfaction and alignment across internal areas.

Next Steps

With the positive results of the migration, the company plans to expand the use of Jira Service Management to other support areas, integrating more workflows and fostering a unified service ecosystem within the Atlassian platform.

This case demonstrates how modernizing a service platform, when done with a focus on user experience and scalability, can transform customer relationships and optimize the entire support chain.