Betway

The benefits

After several months of use, Betway is fully reaping the benefits that Jira Service Desk brings.

Developers can now collaborate on support tickets and support engineers can quickly create development issues after initial triage, something that was not possible before due to there being no visibility between incidents and requests. Support teams now have insight into items which have development dependencies, allowing improved customer feedback and the ability to escalate issues where necessary – all resulting in more effective partnership working between the support and development teams.

Better management and visibility across all teams means trends can be spotted quickly and workloads planned, simplifying processes and allowing engineers to focus their efforts where it really matters, making life easier for all support staff.

For Mark, the biggest impact for the company has been felt in Change Management. “Automation has made the process so slick, it’s made a huge difference for us” he enthuses. “Previously we'd have 30-40 changes waiting at any one time. Now we have whittled that down to literally one or two. It's been the biggest plus point for us. ”

Users too are seeing the rewards. They now have an easy to use self-service web portal, allowing them to find solutions to their problems fast. With fewer email requests being submitted, this in turn has the benefit of freeing up time for support staff to focus their attention in other areas as required. For those users who still rely on email, there is now a vastly improved, smooth-running email request system with no duplicate tickets.

Working with BDQ meant the transition for Betway has been a smooth and positive experience for everyone. Automation, tailored SLAs and priorities means that users and support staff are now all on the same page with the most urgent and important work, resulting in increased customer satisfaction all round. “It was no great pain to switch over” says Mark, clearly relieved at the memory. “We have a very happy and really good relationship with BDQ – we see this as a partnership stretching into the future”.

With the support of BDQ every step of the way and the benefits of Jira Service Desk being felt throughout, Betway is definitely on to a sure-thing.

Why BDQ?

Betway had already performed requirements analysis and experimentation on a test Cloud environment but Mark knew that he wanted to work with an experienced Atlassian Solution Partner who could provide implementation expertise, follow best practice and ultimately be responsible for ensuring the ROI would be realised as quickly as possible. BDQ was the perfect fit.

Demonstrating in-depth technical knowledge and proficiency in Jira and Jira Service Desk from the outset, BDQ provided Mark with the confidence the new system would deliver. BDQ was also able to meet Mark’s desire for ‘proper’ on-site support, providing comprehensive training to Betway’s in-house team to ensure staff could administer and make changes to the system themselves going forward. 

In addition to adhering to best practices when installing and configuring the on-premises Server version of Jira Service Desk, BDQ was quick to provide technical support for any other queries that arose throughout the project to ensure the solution was delivered to Mark’s full satisfaction. The friendly and accommodating nature of the BDQ staff was also a big plus for Mark. Betway could be sure that the same individuals were always easy to get hold of and talk to, making resolutions fast and ensuring a consistent approach.