As a technologically leading developer of real-time software for intelligent appointment and route optimization, FAST LEAN SMART (FLS) places a high value on a short time-to-market and interdisciplinary collaboration to solve complex problems.
The project at a glance
- Shorter lead times
- Increased transparency
- 58% license cost savings
- Optimized cross-team and cross-departmental collaboration
Initial situation
As a rapidly growing organization, FLS faced the challenge of ensuring the efficient flow of information between development, service, and consulting teams, while also dealing with a steadily growing number of employees and new locations. The high level of transparency in ongoing work, for example, makes it easier to optimally plan development capacities and also facilitates reporting and evaluation at all management levels.
To meet these challenges, the CRM solution of a major vendor was configured and used as an internal ticketing system as a first step. However, the license costs were excessive and the approach proved to be too inflexible in day-to-day business to map the company's complex internal processes.
Solution
In collaboration with FLS, we replaced the CRM system with Atlassian Jira as its central process platform. Jira Software was used for the development, consulting, and testing teams, as well as Jira Service Desk for the service teams.
All the requirements of the various stakeholders involved were identified and analyzed in workshops at the beginning to ensure that the project ran smoothly.
The subsequent project phase focused on customizing Jira. Insight Asset Management establishes a connection between Jira processes and the relevant customers, system instances, and products. If, for example, consultants request a new feature, the analyzing developer can immediately see which map material or which product version the customer is using.
Work steps such as ticket assignment, subtask creation, or workflow status adjustment were automated to make ticket creation as easy as possible.
Result
The desired level of transparency across departments was achieved by introducing Jira Software and Jira Service Desk in combination with various apps and intensive customization of the company's individual processes. This means that the development of new functions can now be seamlessly traced from the moment the customer requests them, through testing, to the finished and fully documented feature. The high level of transparency allows synergies to be exploited and duplication to be avoided.
The tool change and the associated introduction of Atlassian Jira resulted in license cost savings of around 58%.
Another important criterion for the success of tool implementation was internal training. Key users were taught the basics of Jira through interactive case studies, and important user feedback was gathered at the same time.
This and the continuous agile approach also allowed changes that arose during the course of the project to be incorporated.
Fabian Fischer
Director Engineering & Delivery, FLS
Our new Jira server, set up with the help of constructive advice from codecentric AG, has allowed us to create a system that makes our processes faster & more transparent. Collaboration between the various departments has improved significantly and the newly implemented test management is helping us to establish stringent and consistent QA processes.
Fabian Fischer
Director Engineering & Delivery, FLS
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Christian Böhnel