Improving the quality of support

With its online shop and eight furniture stores in south-west Germany, an ITSM tool that is easy to use and maintain is essential for MÖBEL MARTIN. That is why the furniture retailer decided to replace its existing system and, in collaboration with Communardo, opted for Jira Service Management. The project team opted straight away for the cloud-based solution, which means updates are available immediately and effortlessly, whilst server provisioning and maintenance are no longer required. 

Due to the migration to the new system, all functionalities had to be set up from scratch. This effort has paid off, as the ticketing system is now seamlessly integrated with the existing Confluence-based wiki. This means that more information is accessible to staff. In addition, the workflow has been streamlined for IT specialists. In the self-service portal, staff select their issue and then complete the relevant form. This ensures that all the information required to process the request is recorded from the outset. As tickets are automatically classified and assigned to the correct team, Möbel Martin has been able to reduce ticket resolution times and thereby increase staff satisfaction following the introduction of the Communardo ITSM solution.

Image credit:

The copyright for Photo 1 is held by Thomas Müller Ivan Reimann Gesellschaft von Architekten mbH, who designed the building. We would like to thank them for their kind permission.