Service management – for better customer and employee satisfaction

We show you how service management helps not only IT teams but also other departments to improve customer and employee satisfaction.

If companies want to be successful today, it is no longer enough to meet the expectations of their customers. No, they have to inspire them! The problem? These expectations are constantly growing. It's hard to keep up. But this is where service management tools such as Jira Service Management (JSM) come into play.

What is service management?

Service management is at the heart of efficient and responsive business processes. It involves the structured and systematic planning, delivery, management, and improvement of your services.

The advantages of good service management

✅ Improved customer satisfaction: Increased trust and customer loyalty through consistent, high-quality services and clear communication.

✅  Increased employee satisfaction: Increased satisfaction and more commitment through clear processes, structures and tools that employees enjoy working with. Employee satisfaction also arises when your employees take on the role of customer themselves. For example, if a service desk is also used internally, which your employees can use to submit inquiries to your HR department, for example.

5 reasons for service management

The challenges facing companies today are manifold: customer inquiries are piling up, teams are annoyed by inefficient processes and the integration of different systems often seems like an insurmountable obstacle.

Effective service management, such as Jira Service Management (JSM), tackles these challenges. It enables your teams from all business areas to work together quickly and efficiently. And you offer your customers an outstanding service.

1. Intuitives Service-Desk-Portal

With an intuitive service desk, you can offer your customers a user-friendly platform. Customers can easily submit their requests and track the status of their incidents or requests in real time. Depending on the request, you can request specific information that is required for processing. This means you avoid frequent queries and tickets can be processed more quickly.

2. Extended integrations 

Integrating different business services and systems is often difficult and leads to inefficient workflows. By effortlessly integrating with the Atlassian product family and other key software tools, you ensure seamless cross-team collaboration and data consistency. This makes your workflows more efficient. Your IT support and operations teams have more contextual information and can respond quickly to requests, incidents, and changes. The complexity that typically arises from isolated and uncoordinated processes disappears as a result.

3. Structured processes

Behind every ticket is a clearly defined process that ensures that tickets are processed uniformly and according to predefined steps. These processes can be completely customized to your company's requirements. However, you don't have to use them exclusively for IT-related requests. For example, you can also use them for onboarding and offboarding processes that require a structured workflow.

4. Scalability

Ideally, Service Management grows with your company to provide you with the best possible support every step of the way. JSM, for example, is scalable and therefore offers a suitable solution for small, growing and large companies alike. By defining service level agreements (SLAs), you can measure and continuously improve the effectiveness of your services. 

5. Automation and Efficiency

The real magic of service management is automation. Automation features reduce manual tasks with automation rules and cover simple to complex workflows. This allows you to make your process from ticket assignment to escalation seamless and efficient to respond to requests faster. Jira Service Management also offers the option of using automation for SLAs. This allows you to automatically respond to SLAs and prevent them from being exceeded. This improves response times, which in turn improves the efficiency of the entire company.

Would you like to learn more about how Jira Service Management can help your company? With our workshops and comprehensive training courses, you and your team will become Atlassian experts. We will be happy to advise you and help you get the most out of your Atlassian products!