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Background Ricksoft is known for its popular work and project management apps on the Atlassian Marketplace, including WBS Gantt-Chart for Jira and Excel-like Bulk Issue Editor for Jira. Originating in Japan, the company has grown to serve over 8,000 customers worldwide through nine apps. Their tools are trusted by some of the world’s most innovative companies to boost productivity and manage complex work. By 2019, Ricksoft was seeing growing demand from customers in the Americas and Europe, and needed to scale its support operation beyond Japan. To serve new markets effectively, they had to provide fast, high-quality service in English and across time zones, while maintaining the responsiveness and care that defined their brand. That’s when they turned to e-Core. Our approach We designed a support solution based on three key principles: timezone alignment, consistent high-quality service, and cultural alignment . To get things right from the start, our analysts flew to Japan for in-depth training. They didn’t just learn the products; they learned how Ricksoft works , communicates, and supports customers. Once training wrapped, we built the support operation around Ricksoft’s priorities: timely responses, consistency, and a thoughtful, human tone. We created detailed documentation and a clear process for hiring and onboarding, ensuring every new analyst could step into the role with confidence and alignment. We also introduced monthly updates to the knowledge base and took responsibility for keeping existing articles relevant. That work paid off: most tickets are now resolved in just two to three exchanges , and self-service performance has improved across the board. Today, Ricksoft holds a satisfaction rate of 89 percent and a CSAT of 4.63 out of 5 , well above industry averages. As new analysts joined over the years and support expanded to more products, the service quality remained consistent. “We place great confidence in e-Core’s hiring decisions,” says Alessandro Cristiano, Support Manager at Ricksoft. “They understand how we work, and their mission, values, and culture attract good talent. We had five different generations of agents in seven years, and the work was consistent all the time.” Building long-term value through support. To make support even more impactful, we set up a feedback loop between support and product. Recurring issues and feature requests are flagged and shared with product managers, turning support into a valuable channel to inform product strategy. Tone and empathy matter, too. Ricksoft’s brand is rooted in respect, clarity, and thoughtful communication. We greet returning customers by name, tailor our closings, and have consistently met their SLA targets—with 99% first-response compliance within 12 hours or less. “What is special about e-Core is that they listen first,” Cristiano says. “They don’t try to mold things just for efficiency if it doesn’t work for you. First, they absorb your culture, and then transform it.” To strengthen Ricksoft’s presence in the Atlassian Marketplace , we introduced a post-ticket review request process. That simple step led to more customer reviews, better app ratings, and increased visibility. “We’re now at the top search results, which helps increase our app installs, and ultimately our revenue,” says Cristiano. We also monitor Ricksoft-related activity in the Atlassian Community. When their apps are mentioned, our team responds quickly and accurately, helping Ricksoft remain visible, helpful, and credible in the ecosystem .

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As businesses evolve in today’s fast-paced, technology-driven world, it’s crucial to respond quickly to market demands. ESM with Jira Service Management (JSM) offers a highly flexible solution that adapts to various business scenarios. By using Jira as an Enterprise Service Management (ESM) tool, organizations can extend IT Service Management (ITSM) practices beyond IT, benefiting departments like HR, finance, legal, and operations. This service-oriented approach allows teams to efficiently manage and streamline their requests across the entire organization. In this article, we will explore how applying ESM with Jira Service Management can be a strong ally for your business and how it can boost the organization’s efficiency, collaboration, and overall success . 1. Single platform: centralization and standardization of processes By implementing an ESM approach with Jira, companies can create a single repository for all processes and procedures, regardless of the department or function. This not only simplifies the management and monitoring of processes but also ensures consistency and compliance throughout the organization. One of Jira’s key advantages is its ability to centralize and standardize processes across the organization . With this, businesses can reduce the time spent on administrative and bureaucratic tasks, allowing employees to focus on more strategic and value-added activities. 2. Enhanced collaboration and communication with Jira Another significant benefit of Jira Service Management as a ESM tool is the improved collaboration and communication between different departments and teams within the organization. By adopting a service-based approach, companies can break down traditional organizational silos and foster a culture of teamwork and collaboration. Jira includes communication and collaboration features such as integration with chat tools like Slack or Teams, a personalized service portal, and integration with Confluence as a knowledge base for addressing recurring questions. These tools facilitate information exchange and knowledge sharing among employees, which not only increases operational efficiency but also promotes transparency and an open culture of information sharing . 3. Greater visibility and control in one solution Jira Service Management also offers companies greater visibility and control over their services and operations . By centralizing all service-related data and information on a single platform, managers can easily access real-time metrics and key performance indicators (KPIs) to monitor performance and identify areas for improvement . Additionally, when paired with reporting and data analysis tools, Jira enables businesses to gain valuable insights into service performance, allowing them to make more strategic, data-driven decisions. 4. ESM excellence: improved customer experience Finally, applying ESM with Jira can help businesses enhance customer service by providing a faster, more efficient, and personalized experience. By implementing automated processes and intelligent workflows, companies can respond to customer requests more swiftly and effectively, ensuring high-quality service and customer satisfaction. Moreover, Jira offers customers the option to easily submit service requests through a portal, where they can also access knowledge base documentation to find answers to their questions and solve issues independently, reducing the need for human interaction and improving the overall customer experience . Now that we’ve explored some of the benefits, let’s look at a practical scenario where ESM could benefit customer service and how it can scale as your business grows: Application scenario: how ESM with Jira would work in a travel agency Alex runs a travel agency with 100 employees across customer service, finance, and human resources. By applying ESM with Jira, she can create a service portal for her clients to fill out a form requesting a quote. The form could categorize whether the trip is domestic, international, or a cruise, which are the agency’s specialties. For customers who have already purchased a package, there could be a separate category for inquiries. Each form has specific fields, and when a customer submits it, it enters the service request queue, where the type of service is identified and directed to the appropriate team. Quotes are responded to through comments in Jira, and the customer is notified by email, with the option to use Service Level Agreement (SLA) features to ensure a timely and high-quality response. By using a simplified workflow that shows the stage of the negotiation, it ensures organization and teamwork integration. The entire transaction up to the contract signing can be conducted through comments between the customer and consultant, maintaining traceability and transparency. Once the contract is signed, sub-tasks can be created for the finance team to validate documentation, and once the service is completed, a satisfaction survey can be sent to measure the customer’s experience. Over time, Alex’s business thrives and expands, becoming a tour operator and opening franchise agencies. As a result, other departments begin using Jira Service Management , as shown in the following examples: The HR department starts using ESM with Jira for tasks like answering employee questions, onboarding and offboarding processes, internal transfers, and other HR functions. HR, when handling onboarding through Jira, can also interact directly with other departments within the ESM tool, transferring documentation to the personnel department, requesting equipment from the facilities team, and requesting system access from IT. If the facilities team doesn’t have the required equipment in stock, they would need to submit a purchase request to the procurement team. Within Jira, the facilities team can manage assets, maintaining a global view of the hardware and software each employee requires according to their role. By combining best practices with the tool’s adaptability to your business needs, Jira Service Management becomes a powerful ally , offering a range of benefits such as centralized and standardized processes, improved collaboration and communication, greater visibility and control, and enhanced customer service. By adopting a service-based approach, as seen in ESM, companies can drive efficiency, innovation, and overall organizational success , becoming more agile, adaptable, and customer-focused in an increasingly competitive and dynamic market.

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Transforming your company's IT efficiency starts here. Introducing “Empowering Your Organization: The Transformative Impact of Jira Service Management on IT Efficiency.” Our goal is to provide your team with valuable insights and tools to achieve strategic ITSM with Jira and navigate the world of IT services, driving efficiency within any organization. Whether you’re aiming to streamline workflows, boost productivity, or enhance customer satisfaction, this guide is your personalized roadmap to transformative growth. Here’s a glimpse of what awaits you: Empowering your organization: Unleash the potential of Jira Service Management for unprecedented IT efficiency Strategic alignment made simple: How Jira Service Management bridges IT and business goals Power tools for business success: Exploring the key features of Jira Service Management Raising the Bar: elevating service quality with Jira Service Management We’re here to guide you through the world of Jira Service Management (JSM) and to show how simply it can revolutionize IT efficiency. Unlike other guides, ours is packed with practical tips and insights, giving managers a deep understanding of how JSM can truly empower organizations. Make the most of your IT investments and propel your organization forward with growth, innovation, and a competitive edge.

In the fast-evolving landscape of IT service management (ITSM), embracing the principle of continual improvement has never been more crucial. This concept, a core practice borrowed from Agile and integrated into ITIL 4 , stands as one of the pivotal elements of the Service Value Chain. It underscores the necessity of an ongoing cycle of reviewing and refining processes to enhance IT service delivery effectively.  At the heart of this principle lies the strategic use of ITSM metrics. To optimize IT service delivery, it is essential to consistently analyze and interpret performance data. This approach enables organizations to identify areas for improvement and gauge the impact of implemented changes. As the famous saying by Peter Drucker goes, “You can’t improve what you don’t measure,” companies need to pick the right metrics that help them see what’s going on in their operations. However, the task of selecting the right metrics is compounded by the challenge of data overload. In today’s digital age, IT departments are flooded with diverse data types, from problem and change records to service requests and user details. This wealth of information, while potentially valuable, can often lead to disconnected data sets, making it difficult for leaders to obtain a comprehensive view necessary for informed decision-making. Implementing ITSM offers a significant advantage: the ability to aggregate data. This process involves compiling various pieces of information from across the organization, a crucial step for making informed decisions and identifying trends. However, this is merely the beginning of the journey. The IT sector encounters further challenges in effectively utilizing this aggregated data. Developing the ability to select relevant data to enhance processes and services is an essential skill for IT teams . This skill is vital for turning raw data into actionable insights that drive continuous improvement and operational excellence. This article aims to shed light on this challenge, offering practical advice for IT leaders. By exploring how to select metrics that align with Agile principles integrated into their ITSM frameworks, it is possible to enable IT teams to effect meaningful, ongoing enhancement in their service delivery. To uncover valuable insights, look beyond the surface Take Dropbox as an example: after launching in September 2008, they quickly realized that referrals were key to acquiring new customers. By rewarding both the referrer and the referee with extra storage, they ignited a 3900% growth in 15 months. Imagine if they had only tracked basic metrics like storage usage or overall customer growth without honing in on acquisition strategies. This principle applies across the board. For instance, in IT, it’s not enough to know that an incident resolution was delayed. Effective ITSM metrics can reveal deeper insights, such as delays in engaging the correct team due to poorly documented resolutions from similar past incidents. This approach not only identifies the problem but also suggests actionable steps for improvement, moving beyond mere observation to facilitate real solutions. + Case Study: How e-Core delivered in 40 days an ITSM solution involving Incident, Problem and Change Management Step away from the vanity ITSM metrics Vanity metrics are metrics that make you look good to others but do not help you understand your performance in a way that informs future strategies. Your metric should lead you to a course of action or inform a decision. It should allow you to reproduce good results, being specific and measurable. If you can’t control the variables to help you repeat the outcomes, then you cannot improve it. An example of that is ticket volume. A large quantity of tickets does not imply low user satisfaction or that your team is not working effectively. If you leverage other information besides only the number of tickets (like date and time of creation, type of request, among other data we can get from Jira, for example), you can identify potential patterns and use this data to, for example, assign support agents for a high-volume period, or focus on knowledge-base articles which can help to divert those requests. Reliable metrics are non-negotiable You need to make sure the data is a real reflection of the truth, after all, data can be manipulated. Imagine your support team was pushed by the executive team to define a time to first response SLA. Your Service Level Objective (SLO) was defined as 90% of tickets meeting the defined SLA. If there is no transparency and the right visibility, what would happen if the team itself, by seeing the SLO would not be achieved, bulk-created tickets, quickly responded to those, to simply meet the numbers that were pushed to them? One of our clients had a scenario where there was a liability in the trust in data, as reports were exported in CSV format. After the JSM implementation with the right ITIL practices in place, data became more reliable, as team performance indicators are automatically generated by the tool and can be shared in real time. This allowed the company to make strategic management decisions based on reliable data, enabling continuous improvement in service provision. As businesses evolve, so should their metrics Jacob Drucker, in Forbes Magazine , detailed how his company initially focused on listing as many sellers as possible to establish credibility. Once a critical mass was achieved, they pivoted their attention towards expanding the product range and depth. Eventually, their metrics evolved to emphasize shipping times and compliance with shipping guidelines. This narrative underlines a key point: metrics that kickstart a business may become less relevant as priorities shift and the company grows. If we approach this from the perspective of ITSM , we can think of First Call Resolution, for example. This might be relevant for an organization when it’s starting to implement a Service Desk platform, but as it matures and implements other processes, knowledge management, the ticket which would be resolved on a first call, can start to be resolved by the user itself through a Self-Service Portal, leveraging the knowledge base articles. Remember: metrics should help your company discover what you don’t know. Ultimately, the continuous improvement of ITSM metrics is grounded in the Scrum pillars: Transparency, Inspection, and Adaptation. If you’re facing challenges with your metrics or seeking to advance your ITSM practices, reach out to e-Core. We can assist in integrating your tools to enhance visibility and transparency across solutions, enabling data-driven decision-making.

Experience this enlightening on-demand webinar where e-Core experts unveil how to effortlessly elevate your customer experience with Jira Service Management. Watch the session hosted by Flavia Batista (Regional Delivery Manager) and Martin Ferreira (Software Consultant) at your convenience to:  Discover how to achieve a seamless customer experience by integrating speed, convenience, and efficiency. Learn how to optimize operations, expedite issue resolution, and leverage automation and AI to eradicate bottlenecks while gaining a holistic view across all systems. Find out how to achieve a rapid return on your service management investment. Submit the form below and discover how to unleash a frictionless experience in your service management!

Let's kick off 2024 updated about the trends affecting service management this year! Are you ready to embark on a journey into the future of service management? Join us as we dive into the exciting world of Jira Service Management in this Atlassian exclusive webinar, sponsored by e-Core. Discover Jira’s New Ranking in Forrester’s ESM Wave Report:  For many organizations, navigating the landscape of IT Service Management (ITSM) tools can be a daunting task. Atlassian’s Jira Service Management has not only risen to the challenge but has also earned a prominent place in Forrester’s WaveTM: Enterprise Service Management (ESM), Q4 2023. In this webinar, we’ll unveil the details of the report, breaking down the 24-criterion evaluation that identifies the most significant players in the ESM space. A Sneak Peek into the Future: Get ready for an exclusive preview of the exciting enhancements and features set to roll out in 2024. Grady and Ken will shed light on the advancements that Jira Service Management has in store, promising to elevate your service management practices to new heights. Meet and Ask the Experts: Have burning questions about Jira Service Management or the future of service management in general? We’ve got you covered! During the webinar, you’ll have the opportunity to ask your questions directly to Atlassian ITSM experts: ↓

CVC Corp is the largest travel group in Latin America. It comprises business units from different segments in the tourism sector, such as vacation and leisure travel, corporate and course-related travel, and cultural exchange abroad.