Iress: Improving service for 500,000 customers
A case study of Atlassian
- Client
- Iress
- Industry
- Financial Services
Client website: iress.com
Iress utilized Jira Service Management Cloud to scale support for 500,000 customers, achieving a 46% ticket resolution rate within 24 hours.
The challenge
Iress needed to improve service delivery for its large customer base of 500,000 users. The organization sought to increase the speed of ticket resolution and break down siloed services to move toward transparent collaboration.
The solution
Iress implemented Jira Service Management Cloud to manage its customer service operations. The solution provides a single point of contact for support and enables transparent collaboration across the organization.
The results
Iress improves service for 500,000 customers using the platform. The organization now resolves 46% of its support tickets within a single day.
In numbers
- of tickets resolved within 1 day
- 46%
- customers served
- 500k
Products and services used
Added by AntSpace from public sources (atlassian.com).