‍Challenge

A major financial services company in Southeast Asia faced a key challenge: to stop vital knowledge and expertise from being lost when employees leave.

This risk was especially acute when employees with technical expertise left the company. This loss of knowledge has led to several problems, including delays in operations and incident resolution. In one notable instance, there was an extended downtime simply because an employee with key information had left the company. Fortunately, they solved the problem with the help of Atlassian’s AI, Rovo.

The incident exposed how the loss of critical expertise disrupted enterprise operations, stalled team progress and emphasized the importance of reducing brain drain. This situation highlighted a vulnerability that necessitated Atlassian knowledge management and strategic knowledge management. The organization required a formal knowledge retention strategy that provided teams with immediate information access at the moment of need.

Solution

The organization initially selected the Atlassian Teamwork Collection (TWC) to reduce the cost of licenses. However, during implementation, the teams uncovered additional value within the suite: Loom, an AI-powered asynchronous video messaging tool; Rovo, an integrated AI solution that searches across connected Atlassian products; and a generous allocation of Rovo credits available to each user.

The firm’s team realized that Rovo’s features could solve their knowledge and incident management problems. The tool they had acquired for financial reasons was, in fact, the advanced AI solution they had been unable to build or buy. This discovery led to a quick and major change in strategy. The firm halted all third-party AI projects so that all efforts would now be focused on a single platform.

The firm then partnered with ServiceRocket to speed up the change and also ensure that the shift delivered the most business value. As part of their implementation program, ServiceRocket provided a hands-on Rovo boot camp for the organization’s engineering team and built several custom Rovo agents designed for specific incident management workflows.

Results

By uncovering the hidden value in the Atlassian Teamwork Collection, the organization transformed its approach to AI. This shift delivered several key outcomes:

• Eliminated resource waste: The new strategy ensured the organization no longer invested in dead-end projects or redundant third-party AI tools.
• Established a scalable foundation: The firm is now building a single AI system on the Atlassian platform designed to grow alongside the organization.
• Accelerated information access: Employees reported immediate value from Rovo’s search functionality, which allowed them to locate critical information faster and more efficiently.
• Strengthened operational stability: By centralizing knowledge, the firm reduced the risk of downtime caused by employee turnover.