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Iress improves service with Jira Service Management Cloud
20%
lower ticket volume using Jira Service Management vs. email
46%
tickets resolved in one day or less
500k
customers serviced through the portal
From the world’s most iconic financial services brands to advice firms of all sizes, challenger banks, insurers, investment managers, traders and brokers, more than 10,000 businesses and 500,000 people use Iress’ software to help them perform better and deliver more.
INDUSTRY
Internet & Software
LOCATIONS
Asia Pacific
NUMBER OF USERS
1,001-5,000 employees
Iress, a financial services software provider, faced increasing challenges as their business grew. They initially managed IT and service requests through server-based deployments of Jira Service Management, Jira Software, and Confluence. However, as ticket volumes surged to 7,000 per month and over 70 administrators customized projects and fields, the system became difficult to maintain. Performance issues emerged, and keeping up with customer requests became a struggle for the support team. This complex, on-premise setup was no longer able to meet Iress' evolving needs.
“ The synergies of having everyone on one platform has been a blessing for everyone. It’s so much easier!”
FIONA GALLAGHERGlobal Head of Product Support
Migrating to the Cloud
To address these challenges, Iress’ Product Support team decided to migrate to Jira Service Management Cloud Enterprise. This transition was driven by a need to improve performance, reduce the load of internal maintenance, and provide a seamless experience for customers and employees. The cloud version of Jira Service Management offered new features, including automation and easy integrations with Jira Software, enabling closer collaboration between support and engineering teams. The cloud platform’s scalability and stability were a perfect match for Iress' growing operations.
Implementation Process
The migration was led by Fiona Gallagher and Hercules du Preez, who worked closely with Atlassian’s Advisory Services to tailor the migration to Iress' needs. They involved stakeholders early in the process, fostering buy-in and a smoother transition. The team also simplified their system by removing unnecessary apps and integrations. After comprehensive testing and preparation, the migration went live without disrupting service, marking a successful shift to a cloud-based model that immediately improved performance.
Impact and Results
The results of the migration were significant and measurable. Ticket volumes decreased by 20%, and 46% of tickets were resolved within one day. Customers now had access to a self-service portal and a comprehensive knowledge base, which allowed them to find answers independently. This setup not only improved customer satisfaction but also reduced the workload on support staff. Internally, the cloud platform brought teams from engineering, operations, and support onto one system, improving collaboration and enabling faster ticket escalations and resolutions.
Future Plans
Building on these early successes, Iress plans to further enhance their service management capabilities. They intend to expand automation, incorporate problem and incident management processes, and bring additional business teams onto the Atlassian cloud platform. By consolidating operations onto one cohesive system, Iress is transforming its approach to support, moving from reactive to proactive service management. This shift empowers their teams to deliver a more responsive, high-quality experience for customers and employees, laying the groundwork for sustainable improvements in service delivery.
