This Arctiq customer is a leading developer of global, multi-channel food service brands. Their collection of brands is united under one company, leading the industry through product innovation, cutting-edge business practices, and an expansive media presence.
• 800+ Guard Users
• 600+ Jira Premium Users
• 600+ Jira Service Management Premium Agents "
• 600+ Confluence Premium Users
• 6,700+ Services to stores
The initial challenge was that the multi-channel food service company was internally restructuring, bringing all shared services into one central help desk solution. Between the seven brands they oversaw, each branch needed a unique portal with access to only issues associated with their respective brand. Under further investigation, Arctiq found the client needed to expand their enterprise support platform usage to all shared services teams to achieve a consistent experience across all channels and more efficient communication and tracking.
The current service management provider was costly, required significant maintenance resources, and required payment for unneeded features. These reasons led the global company to consider Jira Service Management and Arctiq as an implementation partner. Arctiq knew their most considerable challenge would not be implementation but achieving organizational buy-in across seven different brands while ensuring the optimal return on investment by building out a unique, unified platform.
Arctiq brought on a dedicated project manager and an engagement manager to work closely with the customer stakeholders and the delivery team to achieve a successful outcome. This team ensured correct communication was provided to the customers, boosting customer relations and organizational buy-in. The Arctiq team worked with each brand individually.
Discovery sessions were conducted with each business unit so the team could employ a comprehensive approach and avoid a siloed solution. Finally, Arctiq validated implementation requirements with the business units and customer leadership. The team ensured that implementing the Jira Service Management solution was conducted in a thoughtful, measured cadence, allowing the customer to do in-depth user acceptance testing at every step.
Results
The positive feedback from the global company, individual brands, and customers was outstanding. The customers appreciated the transparency and have requested additional Atlassian services to address further development.
With the support of Arctiq, the global organization has transformed its IT Service Management (ITSM) mindset, pushing for scalable growth rather than a quick solution. Lastly, the success of the ITSM engagement resulted in a new Support Agreement to enhance adoption and expand the Atlassian footprint across the organization.
"Arctiq's resources are all full-time employees, many with multiple Atlassian certifications, accreditations, and industry-standard achievements, and as such they brought a larger view rather than an immediate solution to each engagement. This change in mindset has helped us scale for ultimate, long-term growth and success. We could not be more grateful." – Jira Service Management Lead at Global, Multi-Channel Food Service Company.