How to accelerate work productivity
and management process using
Mobile for Jira, ScriptRunner,
and OTJ Jira for Outlook || STC Case Study
Summary
Saudi Telecom Company, STC uses Mobile for Jira, ScriptRunner, and OTJ Jira for Outlook to link all business units, accelerate the work process among Demand Management and Application teams, move Jira issues through email, and boost collaboration between teams on the go.
About the Client
STC, Saudi Telecom Company, is the leading telecommunications company in Saudi Arabia and the MENA region. For more than 19 years, they offer various innovative services for more than 27 million mobile subscribers and 53 million internet subscribers. They are currently present in 7 countries; Saudi Arabia, Kuwait, Bahrain, South Africa, Turkey, India, and Malaysia.
Challenges
Although STC expanded rapidly in the last few years, it was facing challenges in managing different business units and tracking different requests. The main challenge was how to have a single customized source of truth for the management that integrates with the systems they already use and boost collaboration on the go among the distributed teams.
Email takes a big part in STC work. Handling and updating Jira issues and tasks manually was time-consuming and switching between Jira and business emails was an unavoidable hassle. There was an urgent need to find a way to integrate Jira with their Outlook emails, so they can collaborate on Jira issues and track updates from one single spot.
The Solutions
Customization that excites
We introduced Scriptrunner for Jira so they could implement customized business rules and UI in Jira. The app brings extensive possibilities for the consultant to help customize, simplify and extend the user experience. We connected the different layers by using scripted post-functions and added validators to make sure data was captured in line with best practice and business policies. In terms of communication, we customized notification emails, and added rest calls to integrate seamlessly and automatically with other systems.
Integration that makes perfections
OTJ Jira for Outlook was introduced to facilitate the interaction between Outlook and Jira. The application helped STC team in many ways. Now they can create and update Jira issues from Outlook. The application allows users to create tasks and sub-tasks right from Outlook. Moreover, OTJ users can add comments, edit issues, add attachments, and much more from their Outlook email as if they are working directly from Jira.
Working on the go
Sending quick updates and collaborating on Jira tasks on the go was essential for employees, top management, and agents. Mobile for Jira made it easy for all STC teams to move work forward from anywhere. The Application accelerates work processes and allows Jira users to stay connected form their mobile and have access to all Jira issues. Now they can better track their work and collaborate by adding comments, track work status, assign tasks, and much more.
The results
The result was a powerful Service desk for customers to submit their business requests and Demand management implementation. ScriptRunner boosted collaboration by automatically linking the tickets of the different Teams, and sharing the needed data, it also helped admins to better manage the application, by using the different built-in scripts.
OTJ Jira for Outlook and Mobile for Jira helped to change the way the STC team manage their Jira issues. The applications helped to boost business productivity and save time by giving users an opportunity to create and track issues on the go. They also strengthened Jira’s position as a single source of truth.
