The Challenge
This national government was tasked with setting up a helpline in response to an urgent public health crisis. The goal was to set up a functional cloud-based helpdesk for thousands of call center representatives in just three days.
The Solution
ServiceRocket worked closely with the team to set up a functional ITSM solution, enabling capabilities for both consumer feedback tracking and call center IT incident management using Jira Service Management Cloud.
The new system was able to easily support user provisioning using the Azure Active Directory integration and Atlassian Access. The solution also supported security configurations for site access, product access and helpdesk user roles.
This government team was able to successfully onboard three business teams to the platform with ServiceRocket’s help, enabling them to efficiently track customer and project works with proper SLAs and high visibility.
Project Outcomes
+ Successful rollout of this health information service
+ Creation of a functional cloud-based helpdesk platform
+ Enabled thousands of call center representatives to capture consumer feedback
+ Team leaders are able to raise IT incidents as needed
