Project management and service system at Bayernwerk

Systematic marketing through Enterprise Service Management: Project management with Jira

Instead of being carried out under the radar and in between other tasks, the Bayernwerk marketing team’s tasks are now organised within a structured system – each one clearly assigned to a responsible person and marked with its status. Dashboards provide an optimal overview of results.

This is made possible by the Enterprise Service Management and project management systems based on Jira. These provide a central source of information with clear lines of communication and automated marketing processes, enabling the team to work more efficiently. This is because every task is clearly structured and can be processed seamlessly. As a result, transparency both within and outside the team has increased significantly.

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Collaboration within the marketing team Lack of a platform for information and status updates

To ensure that marketing becomes as resilient as the rail network

The Bayernwerk Netz marketing team acts as an in-house service provider for the business units and their management. As such, they regularly receive enquiries, requests or suggestions. The team found that the existing communication channels – email, telephone and face-to-face meetings – had reached their limits:

  • Sharing information was time-consuming
  • High risk of information being lost
  • No overview of all tasks and their status
  • Unclear lines of responsibility
  • Lack of tracking for tasks and projects

Dominik Schleidgen, Head of Marketing at Bayernwerk Netz, wanted to create a central point of contact for all service enquiries directed at the marketing team. He also wanted to highlight major projects and issues and ensure they were managed efficiently:

  • Clear prioritisation of tasks
  • Automatic notifications
  • Creating transparency through dashboards

Jira was quickly chosen as the solution: it was able to meet all requirements perfectly. Furthermore, the Atlassian toolchain had already been implemented at the parent company, E.ON. Communardo therefore set up an ESM (Enterprise Service Management) portal and a project management system using Jira Service Management, with the two systems integrated with one another.

Managing marketing campaigns with Jira

Implementation of Jira Service Management

  1. Kick-off workshop

    Drawing up the requirements

  2. Configuration

    Jira Service Management settings

  3. Optimisations

    Adjustments following the trial period

  4. Training courses

    Introduction to the operation

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Dominik Schleidgen, Head of Marketing at Bayernwerk
Our Enterprise Service Management System was a project close to my heart. It always gives me great pleasure to see how well it works.
Dominik Schleidgen, Head of Marketing, Bayernwerk AG

Functions of the Enterprise Service Management System

Automated marketing processes at Bayernwerk

Central inlet channel

Tickets: prioritisation, allocation and information

Email notifications

Automated marketing processes

Overviews and dashboards

Enquiries in the ticketing system

Enquiries and requests are recorded centrally in the ESM system. All staff members can create a ticket. Using a form, they select from the marketing team’s service portfolio and enter further details into the relevant fields. This ensures that all essential information is provided and that a member of the marketing team can begin working on the task without having to carry out time-consuming research.

The status of tickets changes automatically as soon as the next stage is reached – for example, when feedback is requested from the person who created the ticket. Similarly, those involved in a task automatically receive emails.

Transparency in project management

For campaigns, the team can set up to-do tickets for each task themselves, ensuring that processes are followed seamlessly, as every task is documented.

Tickets can be assigned to different categories, which the team can then use to filter the list. Users can also filter by responsibility. This means that, for example, in the event of illness, it is immediately clear which tasks another team member needs to take on.

Categorisation makes campaigns clearly visible. Progress is also visualised. Dashboards that are always up to date further help to view key marketing metrics at a glance.

The ESM portal with the service catalogue
The ESM portal with the service catalogue
Form with checkboxes
One of the forms with specific query fields
An insight into project management
Project management with clear tasks, responsibilities and deadlines
Dashboards
An overview thanks to views and dashboards

The added value of marketing tools Greater transparency, efficient processes and improved collaboration

Better collaboration, greater transparency and efficiency

Thanks to the ESM and project management solutions using Jira, Bayernwerk’s marketing team has raised its level of efficiency. A key advantage of the new tools is the increased transparency: all enquiries and tasks are visible to every team member. This not only ensures clarity in the workflow but also makes it possible to check the current status of tasks at any time.

The clear ticketing system improves teamwork. Duplication of effort is prevented through clearly allocated tasks and structured communication. Information on tasks is accessible to everyone and easy to retrieve. This also allows tasks to be handed over seamlessly.

Furthermore, the new tools have led to more efficient processes. Automated reminders for feedback save valuable time. The prioritisation of tickets, the allocation of tasks and the notification of team members also take place directly within the ticket, without the need for an additional file that requires maintenance.

You too can benefit from these added benefits

About Bayernwerk

Bayernwerk is a Communardo client
  • A group of companies specialising in electricity, gas, water and heating in Bavaria
  • In particular, the largest subsidiaries, Bayernwerk Netz and Bayernwerk Natur, are driving the future of energy through grid expansion and energy from renewable sources
  • Bayernwerk has been in existence for over 100 years and has been a subsidiary of the E.ON Group since 2001
  • Bayernwerk employs over 3,000 staff at its head office and across more than 20 sites in the region
Find out more about our client

Photo credits

The copyright for photographs 1 to 4 is held by Bayernwerk AG or its subsidiaries. The photographers are as follows: 1: Julia Reindl, 2: Robert Piffer, 3: Adrian Reimann. We would like to thank Bayernwerk for their kind permission. 

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Marlen Kaiser, Team Leader Customer Acquisition bei Communardo Software GmbH

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Marlen Kaiser
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