Challenge

Goldilocks used a basic in-house system to log incidents and requests. However, the system was inflexible—it couldn't be modified, so new functionalities such as adding priorities to their tickets couldn't be added to it.

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This home-grown program was built by a programmer who had long left the company. Each bug left the team struggling for fixes.

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“We were just contending with the bugs and living with them day by day. For example, we were able to attach photos to tickets before, and all of a sudden, we were no longer able to do so. Instead of resolving the issue, we just adjusted our process. So, we were adjusting to the tool, instead of the tool adjusting to our processes,” said Nelson Asuncion, Goldilocks’ Head of the IT Service Management team.

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This resulted in a number of problems for the company:

• Slow response times and customer experience issues: As staff had no efficient way of prioritizing high-impact tickets, especially from stores, this caused delays in resolving customer requests, which impacted overall customer experience.
• Time wasted on manual workflows: Employees were manually exporting data and creating Excel reports for monthly or quarterly analyses. This was time spent on measuring and computing incident data instead of strategic analysis.
• Poor real-time incident tracking: Incidents were fixed outside the system, and then logged later.
• Inconsistent processes: There were no standardized processes, which led to inconsistencies in the way things were solved. For example, sometimes incident tickets were not even created before resolution.
• Unnecessary costs: Goldilocks was spending money on third-party consultants who were being paid per ticket handled, regardless of category.
• Lack of IT asset management: The company also had no system to track IT assets or ownership. 
• Lack of team performance visibility: There were no clear insights into team performance for adjustments or recognition.
• Lack of coordination: This led to overlapping changes and operational disruptions.
• Inefficient automation: Poorly configured automation processes led to excessive resource consumption.

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The inflexible systems, fragmented processes, inconsistent workflows and poor resource management led to inefficiency and poor service delivery, which ate away at profit margins.

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To remain competitive, Goldilocks needed an integrated system that could provide automated workflows, real-time analytics, and cross-team collaboration tools that would streamline their service request processes and optimize their workflows.

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“We needed a tool that has automation and is customizable to address our needs, and suit our need for data,” said Asuncion.

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“We chose ServiceRocket because we can see that in terms of skill, they know the best practices of their field. They’re really conscious about helping their client.”—Eric De Castro, Project Manager, Goldilocks 

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Solution

First, ServiceRocket conducted a thorough analysis and comprehensive investigation to understand and identify the company's needs. 

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From this, ServiceRocket outlined the initial steps needed to design and implement a Jira Service Management (JSM) solution that would meet Goldilocks' needs and identified opportunities for improvement.

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“ServiceRocket saw what we had implemented consumed too many automation runs. So, they immediately optimized those automations so that we would not breach that limit,” said Eric De Castro, a Project Manager at Goldilocks. 

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ServiceRocket also added automations and optimized Goldilocks' workflows for incidents, changes, service requests, and problems. For example:

• Automated reports: Staff no longer had to manually create reports. This reduced errors and saved them time during monthly or quarterly analyses. 
• Centralized ticketing system: Incidents, service requests, and resolution processes are now standardized. 
• Automated workflows: This reduced the need for third-party consultants as it lowered the volume of tickets requiring external support, enabling Goldilocks to cut costs.
• Asset tracking: Hardware, software, licenses, and ownership details were now tracked. This gave managers more visibility and control over asset lifecycles and dependencies.

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Results

With all these changes, Goldilocks’ response time improved, which resulted in better customer experience and cost savings. 

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For example, employees were able to prioritize tickets from important customers and funnel them to special teams that would address them faster. Mobile access to JSM Cloud meant that Goldilocks employees could escalate or tend to issues anywhere and anytime.

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And because Goldilocks now had better visibility into store performance, they could prioritize helping underperforming stores to ensure they get the help they need quickly.

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Employees could now save time and focus on more valuable tasks, such as solving problems and improving the service, because they could now generate reports with the click of a button and no longer have to extract data manually. 

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“Before, I was more focused on measuring and computing incidents, but with JSM, these numbers are readily available,” said Asuncion. “I am now working on analyzing the numbers so we can move forward and reduce the tickets and improve the service.”

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Jira Service Management’s change management module also enabled Goldilocks to be more cognizant of the changes they were making in their network. Coordination across departments also improved.

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“Prior to this, we were just doing our own thing in different silos. Now, we are able to coordinate our changes to ensure that they do not overlap or negatively affect other changes or production,” said Asuncion.

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One of the most significant improvements made was the huge reduction in high-priority tickets they received.

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“Around the same time last year, we were getting around 71 Priority 1 tickets every month on average. And because our change management has improved due to the change module, we are now down to around 1.5 tickets per month,” said Asuncion.

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In summary, Goldilocks achieved:

• 18% cost savings
• Better customer satisfaction: Goldilocks is seeing a notable improvement in CSAT visibility and overall scores. Their average CSAT score has risen from 4 last year to a current average of 7 (out of 10), representing a 75% increase in customer satisfaction.
• Significant reduction in Priority 1 incidents: A standout achievement is the drastic reduction in Priority 1 tickets. In the previous year, Goldilocks observed 71 Priority 1 tickets monthly; this has been effectively brought down to an average of 1.5 tickets monthly, representing an impressive 97% reduction. This positive shift is attributable to the strategic implementation of JSM, alongside other proactive measures.
• Improved operational efficiency: With improved automation and automated data reports, staff could resolve issues faster, improve prioritization, break down silos, and focus on more valuable tasks such as strategic work or solving problems. 
• Enhanced visibility on issues and performance: If there was a problem in any of the stores, Goldilocks can easily track them down in Jira. They are also able to see which stores are performing well and which stores need more help.
• Improved responsiveness to customers: With mobile access to JSM Cloud, Goldilocks employees gained better visibility and access to issues. They can escalate or tend to them anywhere and anytime.

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Implement Jira Service Management with ServiceRocket, an Atlassian Platinum Solution Partner with over 20 years of expertise within the Atlassian ecosystem.

ServiceRocket’s strategic JSM implementation will boost your operational efficiency and drive real business results. Book a meeting with our experts to explore the possibilities today.