"JMWE is so ingrained in everything I do. We benefit a lot from JMWE, especially in terms of automation. We estimate these automations save us around 12 mins on each escalation ticket.”
Ricardo Gomes, CloudOps Administrator, FINEOS

Efficiency, compliance, and data consistency challenges in IT support operations

FINEOS, a leading provider of core systems for life, accident, and health insurance, faced challenges in maintaining efficient and compliant IT support operations. Their internal processes were meticulously detailed and required robust automation to ensure consistency and adherence to regulatory standards. Ricardo Gomes, CloudOps Administrator at FINEOS, shared three main challenges:

Time-consuming manual processes: The manual handling of ticket escalations and linking across different Jira instances was labor-intensive and took valuable time away from critical tasks.
Compliance and reporting: Ensuring compliance with regulatory requirements through timely and accurate audit reports was a demanding task.
Data consistency and accuracy: Maintaining consistent and accurate data between tickets was essential to provide reliable support and avoid discrepancies.

These challenges hindered FINEOS' ability to respond swiftly to support requests and maintain regulatory compliance without expending excessive resources. While Jira provided a solid foundation, FINEOS needed a more powerful solution to automate and reinforce these processes effectively.

Enhanced workflow efficiency and compliance with JMWE

After evaluating various solutions, including scripting-based apps, FINEOS chose Jira Misc Workflow Extensions (JMWE) for its user-friendly UX, superior cloud capabilities and to avoid hitting automation limits with built-in automation. As they migrated all Atlassian products to the cloud, JMWE provided the advanced functionality needed to automate workflows, integrate Jira with Opsgenie, ensuring compliance and operational excellence. This solution met the complexities of their detailed processes and supported their transition to a cloud-based infrastructure.

FINEOS leveraged JMWE to implement three crucial use cases:

Post-implementation validation: Automating validation workflows with JMWE ensured accurate and efficient execution, reducing manual checks and errors.
Automated support ticket escalation and linking: FINEOS improved ticket management by automating:
- Cross-instance escalation: Using JMWE Shared Actions to escalate support tickets across different Jira Cloud instances using the REST API, ensuring seamless transitions and linkages.
- Single escalation: Within the same Jira Cloud instance, JMWE facilitated streamlined escalation while synchronizing attachments and comments between tickets.
Blocked false alarms in Opsgenie: By integrating Jira and Opsgenie, JMWE helped FINEOS to automatically block false alarms that occur during scheduled maintenance.

“People used to create tickets manually, and we’d have to create 10 subtasks under it. All those things are now automated through JMWE. All that manual work no longer has to be done.”
Ricardo Gomes, CloudOps Administrator

These implementations enhanced workflow efficiency and compliance while minimizing operational overhead, helping FINEOS optimize resource utilization and ensuring seamless integration across platforms.

Results

The implementation of these automated workflows via JMWE led to significant time savings in FINEOS' IT support operations including:

12 minutes saved per support ticket escalation: Instead of spending 15 minutes on the manual process, the automated ticket escalation with JMWE reduced the time spent per ticket to just 2 minutes.
20 minutes saved per deployment: the new automated process reduces the time spent manually blocking false alarms in Opsgenie for each deployment from 25 minutes to 5 minutes.

In addition to efficiency improvements, Ricardo and his team at FINEOS achieved significant operational enhancements through JMWE integration including:

Improved compliance: Automated audit reports ensured compliance with regulatory requirements, significantly reducing the risk of errors and non-compliance penalties.
Enhanced accuracy: Reduced manual intervention minimized errors in ticket handling and escalation, leading to more reliable support and increased customer satisfaction.
Operational efficiency: The automation of repetitive tasks allowed IT support staff to focus on more complex and strategic activities, thereby improving overall productivity.

The automation of key processes with JMWE not only saved time but also ensured consistent and reliable IT support operations. FINEOS continues to leverage the app to maintain their competitive edge in the industry, demonstrating a commitment to continuous improvement and technological advancement.

About FINEOS Corporation

FINEOS is a leading provider of core systems for life, accident and health insurers globally with 7 of the 10 largest employee benefits insurers in the U.S., as well as a 70% market share of group insurance in Australia. With employees and offices throughout the world, FINEOS continues to work with innovative, progressive insurers in North America, EMEA, and Asia Pacific.

FINEOS achieves 86% reduction in ticket escalation time with JMWE

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