How Success Solutions saves 150+ hours with customer Jira reports & dashboards on JSM

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Erika Nemcokova, Support Manager at Success Solutions, builds customized reports to display important data and easily shares them with customers using Dashboard Hub for Jira – Reports & Charts, creating transparency and reducing manual work for her team.

Success Solutions helps organizations improve the quality and efficiency of their HR processes by offering comprehensive technology solutions. As a partner of SAP SuccessFactors, Success Solutions implements, consults, and offers support and development for the SuccessFactors HCM Suite. They serve a wide range of customers across many industries, including banking, insurance, automotive, and telco. 

Along with implementation and consulting services, Success Solutions also offers support services including maintenance, bug fixes, modules development, change management, and more.

Erika Nemcokova heads the support team at Success Solutions and is responsible for ensuring her team handles tickets effectively and timely. Their team uses Jira Service Management to capture and service tickets from their customers. 

“Two of my primary needs from a support ticket tool is for my team to be able to view detailed ticket information easily and for our customers to have detailed reports of the SLA contracts”

Erika Nemcokova Avatar
– Erika Nemcokova, Support Manager, Success Solutions

The out-of-the box customer portal in Jira Service Management provided the ability to see when a ticket was created, its topic, and the assignee. After Erika and her team started using it, she found she needed more flexibility and customization options for visualizing reports.

A second challenge her team had was easily providing customers with access to their data. If a customer wanted to track the progress of their open tickets, the current process required them to contact the Success Solutions support team and request a manually created export of the data, then send it by email. This took at least 3 hours to complete for each customer, which accounts for more than 150 hours per year. 

After gathering her requirements, Erika decided to look on the Atlassian Marketplace to find a solution that fit their reporting needs.

Upon finding and installing Dashboard Hub for Jira – Reports & Charts, Success Solutions began to see their administrative work decrease.

“The former manual work of exporting data to customers saved my team 39 hours of manual work per quarter, which is difficult to put a price tag on.”

Erika Nemcokova Avatar
– Erika Nemcokova, Support Manager, Success Solutions

She also immediately saw her complex data visualization needs met. Rather than rely solely on numbers and tables, Erika could now easily visualize her data through pie charts and bar charts. Her team could select and display any type of data they wanted and customize it to their required view.

Dashboard Hub - Support Gadget
Example of a Success Solutions support team dashboard (Sensitive data has been erased)

“I can play with any type of information and display it in any type of pie chart and bar chart. It’s nice to build it the way you want it yourself.”

Erika Nemcokova Avatar
– Erika Nemcokova, Support Manager, Success Solutions

Most importantly, customers could now access the information they needed and export it themselves. Dashboard Hub for Jira – Reports & Charts’ External Share allowed Erika to share reports with customers on the Customer Portal with a simple link. These dashboards could be protected with a password, restricted to certain people, or even accessed without permissions to the Jira instance. This empowers the customer to work with their own data according to their unique requirements.

Dashboard Hub - Customer Gadget
Example of a Success Solutions customer dashboard

Erika and her team also found if they had any questions or problems, the Dashboard Hub support team was helpful and quick to respond.

“If I have a problem the team is very fast to react and very quick to jump into a call to sort it out.”

Erika Nemcokova Avatar
– Erika Nemcokova, Support Manager, Success Solutions

Dashboard Hub for Jira – Reports & Charts solved the need for better visualization of complex data and customer transparency around their tickets, adding up to 150 hours saved per year of manual work and timely and responsive customer support.

If you’re interested in creating and sharing custom dashboards and reports for support and service management in Jira like Success Solutions did, try Dashboard Hub for free today!

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