Structured IT support with Jira Service Management

Jira Service Management enables Stämpfli AG to categorise and prioritise IT support tickets. This ensures that service level agreements are met and customers receive the best possible service.

The IT department at Stämpfli AG was looking for an efficient helpdesk platform where its customers could submit and track IT support requests. Previously, IT support was contacted by telephone or email. The company struggled to collate the requests and respond to them in a timely manner. Stämpfli therefore needed a ticket management platform that would enable the following:

  • Customers can create and track their support requests on a dedicated helpdesk platform.
  • The company can better address customers’ individual service level agreements and respond accordingly.
  • The time spent on each support ticket is measurable, which simplifies invoicing.
Service management for IT - also for SMEs

As the company was already using Confluence and Jira for development projects, integrating Jira Service Management as a ticket management platform was a natural choice. Communardo Switzerland installed and implemented Jira Service Desk (JSD) and focused on the incident management process. As Stämpfli offers a range of support services, customers can open a specific ticket for each service. Other features installed include:

  • Setting up and managing various Service Level Agreements (SLAs) for different customers. These agreements require different response times and different prioritisation levels per customer.
  • The creation of a new linked issue in Jira for development projects from an incident reported in JSD, and the continuous synchronisation of work progress across both tickets, including comments. This ensures that all parties involved are always kept up to date with the progress of the support case. A change in the status of a JSD ticket now triggers an automatic change in the status of the Jira issue, and vice versa. This was achieved using the Elements Copy and Sync application.
  • Stämpfli is now able to categorise and prioritise support tickets. This enables them to serve their customers better and consistently meet their service level agreements.
Advantages of ITSM for small companies too

Structure

Standardised recording and management of all IT support requests

Categories

IT support tickets can be categorised and prioritised to ensure high service quality and fast responses

Transparency

A structured and synchronised workflow across different software support platforms for better progress reporting

SLAs

Improved response to prioritised support tickets as defined in the service level agreement, resulting in higher customer satisfaction.
The SLAs are used extensively and allow Stämpfli to commit to the quality and responsiveness of the support team to customers.

Time recording

More accurate invoicing thanks to reliable time recording

The company-wide introduction of our ITSM system has taken place and we were able to process over 100 tickets productively in the very first week. The transition to Jira Service Management was smooth and worked perfectly, everyone on the customer side and in the team is satisfied. Thanks to Communardo for the professional and competent support. I would recommend working with you to anyone.
Sämi Jaberg, Chief Digital Officer, Stämpfli Kommunikation

About our customer

Stämpfli Gruppe AG – now in its sixth generation under the leadership of Dr Rudolf Stämpfli and Peter Stämpfli – offers a comprehensive range of services in the field of corporate and association communications. In Bern and Zurich, the focus is on integrated communications across print and digital media.

  • 250 employees
  • Offices in Zurich and Bern 
  • Sector: Communication/Marketing

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