Meet Keyloop

Keyloop creates cutting-edge technology that empowers car retailers and manufacturers to achieve their objectives. This technology includes management software that helps automotive dealerships successfully run their businesses.

Tracking reported bugs is a crucial part of the software development process for Keyloop, and management of this process is led by Technical Consultant Guy Hopkinson and Global Head of Quality COE Nina Hyvärinen, who oversees the engineering teams’ Jira processes.

The challenge

The bug tracking system at Keyloop was initially an in-house system not built to track operation level agreements (OLAs), which were key to ensuring the team operated efficiently for its stakeholders. Within these OLAs, the teams had more than 14 service-level agreements (SLAs) setup. For example, the engineering team has SLAs in place with the support team, defining how long bug tickets should take to resolve.

Without the ability to track SLAs, communication about bug issues wasn’t streamlined or efficient, resulting in longer resolution times and a noticeable dip in customer satisfaction. Guy quickly realized they needed a more robust solution that offered built-in SLA tracking and the ability to customize how those SLAs were applied to issues.

In 2016, the engineering teams moved to Jira, which still lacked the crucial functionality the team required, including:

Built-in SLA tracking
The ability to implement additional checks in workflows.
The ability to apply SLAs only to issues created by the support team, which used Salesforce.

“Without Time to SLA, it would be chaos. That means support would be calling engineering to check on the status of bug fixes, and product managers would be running around to find out what bugs exist. And that whole time, our customers would be waiting for their bugs to be fixed.”
Nina Hyvärinen, Global Head of Quality COE, Keyloop

The solution

Guy’s first task in implementing Jira for the team was finding a customizable way to track SLAs between the engineering and support teams. Appfire’s Time to SLA app offered complete configuration and transparency, empowering every team member to stay updated on the issues important to them and enabling different SLAs to be created for different Jira projects. Time to SLA proved so successful for the Keyloop engineering team that Nina implemented SLAs for security issues, too.

By also implementing Connector for Salesforce & Jira from Appfire, Guy was able to set up SLAs for issues created specifically by the support team in Salesforce. With the JSU Automation Suite, he set up additional checks in various workflows that extended out-of-the-box Jira functionality.

Thanks to the SLA capability in Jira provided by Time to SLA, the engineering and support teams at Keyloop can now solve bug issues more efficiently and quickly than with their in-house system.

“We have many products with the engineering teams and also many teams supporting these products. And they all have their contracts between each other. Appfire apps enable us to have different SLAs for various Jira projects, and this has made all the difference for us.”
Nina Hyvärinen, Global Head of Quality COE, Keyloop

How Keyloop supports 14 cross-team SLAs using Appfire apps

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