PROJECT INFORMATION

Integra Insurance Solutions, a UK based home insurance provider, faced several operational challenges. Their existing service desk system was fragmented, communication between teams was inefficient, and service request tracking lacked clarity. These issues, combined with rising third-party service provider costs, made it clear that they needed a comprehensive solution to improve SLA response times and be provided a solution not only the IT team could use.

Seeking guidance, Integra turned to Rapid X for a solution. With expertise in Atlassian Jira Service Management (JSM), Rapid X offered a clear plan to migrate from their existing system. The proposed solution aimed to enhance communication, automate workflows, scaleable SLAs, and provide actionable insights through robust reporting tools.

Through close collaboration with Integra’s key stakeholders, Rapid X agile methodology developed a customised implementation roadmap. This plan ensured minimal disruption during migration and included extensive training to empower Integra’s teams to maximise the platform’s potential. Rapid X’s ongoing support and regular consultations guaranteed that Integra remained aligned with project goals and saw immediate improvements after go-live.

"Technicians benefit from customisable views, improving ticket visibility and workflow efficiency. For management, JIRA offers dashboards and metric monitoring to track issues effectively. Additionally, we've integrated JIRA with Teams to automate notifications, like alerting departments during key deployments. The wide range of applications in the JIRA marketplace further enhances our business processes."

Andrew BaxterApplication Development Services Manager

"JIRA 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 BaxterApplication Development Services Manager

CHALLENGES

Fragmented communication between service teams, tickets being tracked via email, teams etc
Inefficient tracking and resolution of service requests
Increased license costs for existing ITSM solution
Need for a centralised solution to manage service requests more effectively

Difficulty in gaining full visibility over performance and response times
High manual effort involved in the service request process
Ensuring stakeholder buy-in and adoption of new tools
Rising support costs due to reliance on 3rd party service providers
Lack of a self-service portal and robust service catalog, limiting end-customer engagement and the ability to streamline service request submissions

RESULTS

Since the implementation of Jira Service Management, Integra has experienced transformative improvements in their service management processes. Notable outcomes include:

Jira has provided Integra's users with a streamlined service catalog for logging tickets, ensuring the right information is gathered from the start and tasks are assigned to the appropriate teams
Consolidated service management into a single platform, reducing portfolio complexity and halving costs in this area
Technicians now benefit from customisable views, improving ticket visibility and workflow efficiency
For senior management, Jira offers dashboards and metric monitoring to track issues effectively
Cost savings from reduced reliance on third-party service providers
Integration with Microsoft Teams has automated notifications during key deployments, improving communication and responsiveness.
Enhanced performance visibility through JSM’s dashboards and SLA monitoring, allowing data-driven decisions
The wide range of applications in the Jira marketplace further enhances Integra’s business processes, offering tailored solutions for specific needs

"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 BaxterApplication Development Services Manager

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

PROJECT INFORMATION

CHALLENGES

RESULTS

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