Leveraging Jira Service Management in Manufacturing: A Case Study


In the bustling world of manufacturing, it can be a challenge to manage customer complaints, queries, and track products effectively. In this case study, we’ll explore how one manufacturing company used Jira Service Management (JSM) to streamline their processes, enhance customer satisfaction, and improve their asset management.

Problem Statement

The company, let’s call them ManuCo, was facing two major challenges.

Firstly, they were struggling with customer service. They received numerous customer tickets daily, which ranged from complaints to queries. The volume was challenging to handle, and tickets were getting lost in the shuffle. Customers were unhappy with the slow response time and often felt unheard.

Secondly, ManuCo had a hard time tracking the products they sold. They needed to monitor these assets for maintenance, recalls, and customer queries. The lack of effective asset management led to issues like delayed maintenance, which further resulted in unhappy customers.

How Jira Service Management Helped

To solve these issues, ManuCo turned to Jira Service Management, a popular service desk software.

Handling Customer Tickets

With JSM, ManuCo set up a customer portal where customers could raise tickets for complaints or queries. Each ticket was automatically logged in the system, ensuring none were lost. They could easily assign these tickets to the right team or individual and track them until they were resolved.

With JSM’s automation rules, tickets were categorized and prioritized based on keywords and urgency, ensuring that high-priority tickets were dealt with promptly. This feature streamlined the ticket handling process and significantly reduced response times, leading to a boost in customer satisfaction.

Asset Management

ManuCo also used Jira Service Management’s asset tracking feature for better product management. Each product sold was logged as an asset in the system with its own unique identifier.

Whenever a customer ticket was raised concerning a product, it was linked to the corresponding asset in JSM. This made it easy to track any issues related to specific products. Additionally, ManuCo could schedule and monitor maintenance tasks for their assets, ensuring timely service and reducing product-related complaints.

The Full Object Graph

The full object graph was utilized to create a comprehensive map of connections between different entities like customers, employees, and customer tickets. It was a visual representation of relationships and interactions.

For example, if a customer raised a ticket about a product, the graph would show a link between the customer, the ticket, the employee handling the ticket, and the product (asset). This helped ManuCo visualize the interactions and improved their understanding of their service process.

Finding the Right Service Provider

Finding the right service provider was critical for ManuCo’s successful implementation of Jira Service Management. They needed a provider with the right expertise and a deep understanding of their unique needs.

They began their search by listing their specific requirements and expected outcomes. They then sought out providers who were Atlassian-certified, as this certification ensured that the provider had the necessary knowledge and experience.

After shortlisting a few potential providers, ManuCo requested proposals and conducted interviews to assess the providers’ understanding of their needs, their proposed solutions, and their commitment to customer service. They eventually selected a provider who demonstrated a deep understanding of Jira Service Management and had a proven track record of successful implementations.


With the implementation of Jira Service Management, ManuCo transformed their customer service and asset management processes. They saw a significant decrease in response times, an increase in customer satisfaction, and an improvement in their asset tracking. This case study serves as a testament to how the right tools, when implemented correctly, can lead to dramatic improvements in service management.

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