“JMWE has enabled us to solve almost every automation need at a much more reasonable cost point for our business. It saves us time and lets our team focus on meaningful rather than tedious work.”
Jennifer Marple, Senior operations manager

At CoEnterprise, a managed services provider, Senior Operations Manager Jennifer Marple was tasked with overseeing customer support and case management. The small team of 80 employees relied heavily on Jira Service Management (JSM) to automate various processes. However, CoEnterprise soon exceeded the automation execution limit of their JSM standard subscription, jeopardizing their ability to efficiently handle support cases within their budget.

CoEnterprise considered upgrading to JSM Premium, but the cost—an estimated $30,000 per year—was out of scope considering the other features were not needed. Jennifer turned to the Atlassian marketplace and discovered Jira Misc Workflow Extensions (JMWE) from Appfire.

When Jennifer and her team began migrating existing automations from Jira native automation to JMWE they realized that, due to the flexibility of JMWE, they could not only replicate but even improve many of their existing automation rules.

Immediate impact on efficiency and cost savings

By switching to JMWE, CoEnterprise quickly brought their monthly automation usage down from over 10,000 Jira automation rules to just 200. This allowed them to stay well under Atlassian’s limits and avoid a $30,000 annual upgrade to JSM Premium, resulting in an estimated $25,000 in yearly savings.

Automations like bulk-closing customer support cases or customer notifications were easily managed by JMWE, allowing team members to address more complex support requests.

“It lets our people focus on meaningful work instead of monotonous tasks... They can spend their time on things that add value.”
Jennifer Marple, Senior operations manager

Jennifer used JMWE to streamline processes and filter out support tickets, that would have otherwise created thousands of cases each month. For example, JMWE automations now handle alerts about failed connections or bad data, automatically, notifying customers and closing unnecessary cases based on predefined conditions. These automations saved the team significant time by eliminating the need for manual intervention.

A leaner, more efficient support team

Using JMWE not only saved costs but also allowed Jennifer to establish best practices for workflow management across the team. With features like shared actions, CoEnterprise was efficiently maintains multiple automations, reducing duplication of efforts and ensuring consistency across customer support cases. Additionally, JMWE’s strikes the right balance between simplicity and advanced functionality, allowing Jennifer to handle most automations without needing to code, while still having the flexibility to implement more advanced logic when necessary. CoEnterprise was able to automate many of the repetitive tasks involved in their support operations, such as closing cases and handling alerts, saving the company significant manpower.

“It's probably saving us at least a person’s worth of time. If we had to handle all of this by hand, we'd have to have an entry-level team member whose job it was to just clean up the mess in Jira every morning."
Jennifer Marple, Senior operations manager

JMWE allows the team to maintain operational efficiency without constantly needing to increase staff as new customers come on board, keeping costs low while ensuring smooth workflows.

Key results:

CoEnterprise saved an estimated $25,000 annually by streamlining workflows with JMWE rather than upgrading to JSM Premium.
Reduced reliance on native Jira automations from 10,000 to under 200 per month.
Simplified complex automations with JMWE, enabling the team to focus on higher-value tasks.
Eliminated the need for one full time staff position by relying on JMWE automations.

By transitioning to JMWE, CoEnterprise achieved significant cost savings while boosting the productivity of its small team. Jennifer Marple’s approach demonstrates how JMWE can help companies scale their operations efficiently without the need for costly platform upgrades.

For other organizations managing complex workflows and seeking greater automation capabilities, CoEnterprise’s success with JMWE showcases its power as a flexible, effective solution for improving operational efficiency.

About CoEnterprise

CoEnterprise has worked with over 350 customers on over 1,000 projects. Their expertise covers everything from supply chain visibility and B2B/MFT applications, to end-to-end analytics, managed services, and migrations to the cloud. Their broad experience in this space is unmatched and they have a successful track record of proven results in delivering cost-effective, compelling, world-class solutions on-time and on-budget.

How CoEnterprise saved $25,000 annually and streamlined support by reducing manual workload with JMWE

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