A revolution in service delivery reporting
Discover how Adaptavist Managed Services saved over £90,000 annually by connecting Jira and monday.com
At Adaptavist, we're well-versed in crafting digital transformation solutions to offer the best business value for customers—but we don't just deliver these solutions to other organisations when the need arises. We see the value and benefit of applying our collective capabilities internally to improve our ways of working, and believe that we should share these successes to benefit our customers, too.
When members of the Adaptavist Managed Services team were struggling with the amount of time it took to manually create monthly client reports, they knew there must be a better way. So, they set out to completely reform the process and establish a new way of working. The Managed Services Admins and Service Delivery Managers teamed up and brought in colleagues from Adaptavist Development Services to craft a new solution, bringing service management and work management together.
The result is a seamless, secure flow of data from Jira to individual client-facing monday.com dashboards, using ScriptRunner Connect (from ScriptRunner, also part of The Adaptavist Group) to go beyond what is possible with out-of-the-box solutions, perfectly illustrating how the right combination of technology and expertise can make incredible things happen.
About the customer
Adaptavist is a global technology and innovative solutions provider that helps organisations boost agility and overcome the challenges of digital transformation. The Managed Services team within Adaptavist supports essential applications and platforms for clients, keeping business-critical systems running with both back-end infrastructure and front-end admin. It offers 24/7/365 support with a nominated Service Delivery Manager for each client.
Requirements
Ability to sort and filter data for increased visibility and specificity
Increased ease of use and visual appeal for clients
Live updates for greater relevance and proactive monitoring
Automated report creation to save time
Access control and high standards of security to protect sensitive client data
Solution: monday.com, Jira, ScriptRunner Connect
Results at a glance
- Over 70 days per year freed up—saving over £90,000 annually—by automating report generation
- Live-updating dynamic dashboards for each client
- Customer satisfaction with any-time access to data
- Trend identification to proactively address problems
- Improved forecasting and resource allocation
- Greater team morale with less time spent on repetitive admin and more on meaningful work
The challenge
The Adaptavist Managed Services team needed to produce monthly reports on their work for clients, detailing adherence to SLAs, detailed information about support tickets received and resolved, and any outstanding issues, but the existing workflows were inefficient and time-consuming. Team members would spend many hours each month exporting ticket data, sorting through it, formatting it, and creating PDFs to be sent out. Despite the time and attention to detail invested, the reports generated were not always as useful as they could be for clients looking for the most up-to-date information, as they could only provide a static snapshot of the previous month's work, not real-time visibility or work actively in progress.
The team needed to find a way to speed up the reporting process, automate as much as possible, and present clients with the most recent, relevant information—while also keeping clients' data secure.
The solution
Why monday.com?
With Adaptavist's status as a monday.com Advanced Delivery Partner, the Managed Services team were already familiar with the tools available from monday.com and were drawn to the platform as a solution for this reporting challenge. After exploring a range of different options, as we would with any new customer challenge, they decided to go ahead with a monday.com and Jira integration as the best way to meet all of the Managed Services team's needs. Some of monday.com's benefits include great visual appeal and ease of use, but beyond that, it also offers fantastic vendor support, all of which were key for this use case.
With Adaptavist's status as a monday.com Advanced Delivery Partner, the Managed Services team were already familiar with the tools available from monday.com and were drawn to the platform as a solution for this reporting challenge. After exploring a range of different options, as we would with any new customer challenge, they decided to go ahead with a monday.com and Jira integration as the best way to meet all of the Managed Services team's needs. Some of monday.com's benefits include great visual appeal and ease of use, but beyond that, it also offers fantastic vendor support, all of which were key for this use case.
Integrating Jira with monday.com
As Atlassian Platinum Partners, Adaptavist is also highly experienced with the various ways that Jira can integrate with other tools, including monday.com. The team embarked on a project to not only connect Jira and monday.com for new ticket data going forward but also to migrate all their historical ticket data so it would be included in the new dashboards, and it would also live update if any changes were made to older tickets. In short, it was going to provide an always-on, comprehensive view of past, present, and future Jira ticket data for each client.
Transparency without compromising security
When integrating Jira with monday.com, protecting client data was paramount. The Managed Services team has a strong security practice culture, in keeping with Adaptavist's ISO certification and SOC 2 report.
The advantage of using monday.com and Jira together for this use case is that it gives clients a level of visibility and granularity to the data that would not have been possible in Jira alone without giving those clients higher access permissions in the Managed Services instance—something that couldn't be done for privacy and security reasons. It also kept individual clients' data separate because each client could have their own monday.com dashboard.
All data transmitted between Jira, monday.com, and clients is encrypted using industry-standard protocols, and strict access controls ensure that only authorised personnel with unique credentials and managed permissions can access this data. The connection has also been set up as a one-way sync between Jira and monday.com, with the ability, if necessary, to disable webhooks and destroy the workspace at any time.
Integrating Jira and monday.com has revolutionised our Service Delivery reporting process. What was once a tedious and costly task has become an efficient, valuable tool for our team and clients. By providing real-time, interactive data, we have improved our internal processes and enhanced the overall client experience. That is a big win!
Rachel Hughes
Service Delivery Project Manager at Adaptavist
Using ScriptRunner Connect to work smarter
Many of the Managed Services team's client support tickets had large attachments and long threads of updates. To provide a full history of support data, the team wanted every Jira ticket's data to be migrated to the new dashboards, but they ran into issues with larger tickets being simply too complex to run smoothly through the monday.com API. With support from colleagues in Adaptavist's Development Services, the Managed Services team found that it was possible to use ScriptRunner Connect–a central platform that enables custom integration of Atlassian apps with other tools—to fix this by changing exactly what was migrated.
Many of the Managed Services team's client support tickets had large attachments and long threads of updates. To provide a full history of support data, the team wanted every Jira ticket's data to be migrated to the new dashboards, but they ran into issues with larger tickets being simply too complex to run smoothly through the monday.com API. With support from colleagues in Adaptavist's Development Services, the Managed Services team found that it was possible to use ScriptRunner Connect–a central platform that enables custom integration of Atlassian apps with other tools—to fix this by changing exactly what was migrated.
While Jira and monday.com both provide some flexibility to create automation and integrations out of the box, ScriptRunner Connect allowed far greater customisation and specificity in which data was targeted from the tickets, which was the key to seamless synchronisation. The team could exclude the unnecessary data that was causing some tickets to get stuck while still pulling through everything that was needed for the monday.com dashboards—and not a single ticket was missed.
ScriptRunner Connect will now also manage all the connections for the team, even if APIs change in future. For a project focused on efficiency, manual maintenance could have really cut into any time saved, but ScriptRunner Connect has reduced the need for future manual maintenance to zero.
The result: seamless automation, client satisfaction, and team empowerment
With the live updates and dynamic dashboards up and running on monday.com, the Managed Services team are already seeing the benefits. Leveraging monday.com's advanced filters and historical data from Jira, their clients can effortlessly view all their tickets or narrow them down to a specific range. Not only that, but clients can now access this data in real time, making reports far more relevant and engaging and eliminating the risk of outdated or incorrect information. With this solution, clients always have the most accurate and comprehensive view of their service metrics and can make data-driven decisions with tailored insights.
Data, data, data…so much data! It's visible and transparent, and we love it.
No more PDFs! [We] love this level of detail and the filters; we can choose what we want to see.
Feedback from Managed Services' clients
The monday.com dashboards also provide clients with information beyond what is viewable to them in Jira Service Management (JSM). The ticket overview includes item titles, ticket statuses, priority levels, issue types, resolutions, and SLA adherence. This helps clients understand the work being done, the efficiency of issue resolution, and the prioritisation of their service requests with unmatched transparency. And it's all in one place—no tool switching required!
Data is segregated for privacy and security using dedicated workspaces for each client. The new Managed Services monday.com solution is scalable, creating a new, secure individual workspace for each new client onboarding. However, the advantages don't stop with client satisfaction. Crucially, this new solution also empowers the Managed Services team to review real-time dashboard data with clients instead of producing time-consuming monthly reports, which only previously offered a snapshot of their support.
Real-time dashboard data
Trend identification
Analysing data from thousands of tickets helps the team spot trends in client requests and issues so they can proactively address recurring problems and improve service quality.
Operational efficiency
Automated reporting and real-time data streamline operations, leading to quicker response times and better resource allocation.
Resource allocation
Understanding request types and volumes enables effective resource allocation, ensuring the right team members handle the right tasks and boosting productivity and client satisfaction.
Performance monitoring
Dashboards provide a clear view of our team's performance against SLAs, helping us quickly identify and rectify any areas where we might fall short.
Strategic planning
Detailed data supports informed decisions on future service enhancements, training needs, and resource investments, allowing us to be proactive rather than reactive.
Proactive problem solving
Identifying trends in ticket data allows us to address issues before they escalate, improving service quality and preventing disruptions.
Enhanced collaboration
Dedicated workspaces in monday.com facilitate direct interaction between clients and the team, streamlining communication.
Overall, the clearest indication of what a transformation this is for the team is in the numbers. The time freed up by the new process represents a saving of more than £90,000 per year and over 70 days of work annually—time they can now spend doing much more impactful work keeping clients' business-critical systems running smoothly.
This automation frees up our team to focus on what truly matters: delivering exceptional service and fostering strong client relationships.
Rachel Hughes
Service Delivery Project Manager at Adaptavist
Building on success: key takeaways and future plans
With the success of this project, the team is now looking at what else to integrate with their monday.com dashboards for clients with the help of ScriptRunner Connect and Adaptavist's collective digital transformation expertise.
Reflecting on the most significant learnings from this first phase, Rachel emphasises the value of teamwork: 'When we ran into problems, we really had to work together to figure things out. There were a lot of "group therapy" calls! We really couldn't have made it all work without the Managed Services team's deep knowledge of Jira, the help from Development Services on the ScriptRunner Connect side, and the monday.com support both from our Adaptavist colleagues who work in that ecosystem and monday.com themselves.'
In phase two, the team hopes to scale their success and increase the value of their dashboards even further by bringing in data from other tools they use. Head of Service Delivery, Amelia Hogg, praised the work completed so far and added: 'We're also looking at things like Zabbix and Tempo—there's scope in phase two for further workflow automation with uptime stats and time tracking, which would be brilliant, and this is just the start!'
And Rachel's advice for teams looking for a similar solution? Work with us! Our partners' out-of-the-box products are industry-leading but can't always do exactly what you need. If you run into any limitations during implementation, having a team like Adaptavist with the knowledge to create custom solutions is invaluable.
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Get in touch today to drive your digital transformation goals forward with Adaptavist's work management solutions.