Integra's ITSM Transformation: Powered by Rapid X & Jira Service Management

Industry

Insurance

Challenge

Integra's existing service desk system was fragmented, communication between teams was inefficient, and service request tracking lacked clarity. Rising third-party service provider costs and the need for a comprehensive solution to improve SLA response times were also pressing issues.

Results

Since the implementation of Jira Service Management, Integra has experienced transformative improvements in their service management processes. Notable outcomes include consolidated service management, cost savings, improved ticket visibility.

Key Product

Jira Service Management

50%

Cost Savings

100%

increase in sla management

30%

Ticket Resolution Time

50%

Increase in first-time fix rate

Rapid X took the time to truly understand our unique needs through detailed consultation sessions. They conducted thorough assessments and provided clear roadmaps, ensuring all stakeholders were aligned and informed.

Andrew Baxter

Application Development Services Manager

Jira Service Management has significantly improved our operations. It provides our users with a streamlined service catalog for logging tickets, ensuring we gather the right information from the start and assign tasks to the appropriate teams.

Andrew Baxter

Application Development Services Manager

About Integra

Integra Insurance Solutions Ltd is a UK-based provider of home insurance, serving customers across the country with a focus on reliability, responsiveness, and regulatory compliance.

To continue delivering high-quality service and remain competitive in a regulated industry, Integra recognised the need to modernise their internal systems. Their transformation journey focused on simplifying how issues were raised, tracked, and resolved, laying the foundation for scalable, customer-centred operations.

The Challenge

Integra Insurance Solutions Ltd, a UK-based home insurance provider, faced mounting operational inefficiencies. Their existing service desk setup was fragmented, leading to delays, poor visibility, and inconsistent communication between teams. Rising costs from third-party service providers added further pressure, highlighting the need for a scalable, integrated solution that could support faster, more reliable service delivery and improve SLA performance.

The Solution

Integra partnered with Rapid X to reimagine their service management approach. While Atlassian Jira Service Management (JSM) offered a strong foundation, it required thoughtful tailoring to meet Integra’s complex operational needs. Out of the box, the tool wouldn’t have delivered the clarity or control Integra needed - so Rapid X designed and implemented a bespoke solution, mapping the right workflows, reporting structures, and service catalogues to support both users and IT teams.

Using our deep expertise in JSM and agile project delivery, we delivered a phased migration with minimal disruption. We introduced automation to reduce manual workload, custom views to improve technician productivity, and dashboards that gave leadership real-time insight into service performance. Our approach also included comprehensive training and support to embed the new processes and ensure long-term adoption.

The Results

With Rapid X’s support, Integra achieved a step change in service delivery. Cost savings of up to 50% were realised by reducing third-party dependencies. Workflow automation and team-specific views improved operational efficiency, while dashboards and metrics brought much-needed transparency to performance. The integration of JSM with Microsoft Teams allowed for automated alerts, streamlining communication during critical deployments. Today, Integra benefits from a more connected, data-driven service environment - built not just on the right tools, but the right implementation.