The project not only met but also surpassed all expectations by making workflows more efficient and integrated.
INDUSTRY
LOCATION
COMPANY SIZE
ATLASSIAN USERS
EG PRODUCTS
Capability & Tooling Roadmap
Solution Design
Product Assessment & Deployment
User Management & Access
Licensing Management
Managed Services & Support
APPS
Jira Service Management
Opsgenie
Digital Transformation for Australian Settlements Limited with Elegance Group
Elegance Group's collaboration with Australian Settlements Limited (ASL) represents a pivotal moment in digital transformation within the financial services sector. This case study delves into the challenges faced by ASL, the strategic solutions implemented, and the lasting impact on their corporate payments processes.
The Challenge:
Process Management:
ASL's reliance on archaic methods such as PDF forms and email inboxes initially hampered process efficiency. These outdated practices resulted in slow, cumbersome, and non-traceable workflows, impeding the company's ability to adapt to the demands of modern corporate payments.
On-Call Schedules and Escalations:
The management of on-call schedules and escalations during extended workdays was marred by the use of colour-coded spreadsheets, a method prone to human errors and lacking real-time visibility.
The Comprehensive Solution:
Request Management:
Recognizing the inefficiencies in ASL's process, Elegance Group introduced a digital form to replace cumbersome PDFs.
This innovative solution, powered by automation, ensured that requests could be efficiently directed to the appropriate team member, streamlining the entire process.
On-Call Schedule:
To address the challenges of on-call scheduling, we implemented Opsgenie, a feature of Jira Service Management premium. This integration digitally transformed the manual spreadsheets, providing agents with real-time visibility into on-call personnel within the same platform. This not only streamlined the escalation process but also eliminated the risk of errors associated with manual tracking.
Incident Management:
For ASL's specific requirements during severe incidents, we deployed Opsgenie in conjunction with Twilio. This combination allowed for proactive alerts and SMS notifications, ensuring key stakeholders were promptly informed, thus enhancing incident response capabilities.
Results and Additional Value:
Efficient Utilisation:
The project, completed within 100 hours, not only met but exceeded expectations, delivering a value equivalent to approximately 170 hours. This efficient utilisation underscores the efficacy of our solutions in optimising processes and delivering tangible benefits in a condensed time frame.
Scalability:
Leveraging the premium licence, Elegance Group implemented additional features that extended beyond the initial scope. Features such as dynamic ticket escalation and client-specific service requests showcased the scalability of the solution, providing ASL with a platform that adapts to evolving needs.
Additional Value:
While ASL's initial engagement centered around basic request management, Elegance Group identified and delivered additional capabilities that were not initially scoped. Automated escalation pathways and feature-rich options added long-term value, demonstrating our commitment to exceeding client expectations.
Future Prospects:
Although our engagement paused after the initial 100-hour delivery, we foresee a lasting positive impact on ASL's operations. The groundwork laid during this project positions us for future opportunities to optimize and extend the current setup as ASL progresses through the usage phase of the solution.
Conclusion:
The project stands as a testament to Elegance Group's ability to not only meet but surpass all expectations. The transformation of workflows into more efficient and integrated processes showcases the solution's adaptability and flexibility. ASL now possesses a high-value, scalable solution that can seamlessly evolve to meet the demands of future corporate payments, solidifying the success of this digital transformation initiative.