TECHNOLOGY INTEGRATIONS
& PARTNERSHIPS
- Atlassian
- AWS
- Appfire
- Tempo
- Carahsoft
- ...and more!
Pharmacy Services Leader Partners with Isos Technology to Optimize Jira Software and Implement Jira Service Management
1k+
employees supported
41
states served
100+
years in operation
Project Snapshot
- A national pharmacy services company was using a single Jira project for distinct types of work, which was cumbersome and resulted in too many issue types and workflows.
- The organization did not have a service desk solution in place, and was using manual processes like phone calls and emails to take in requests, and spreadsheets to track work.
- Isos optimized the organization’s Jira instance, creating separate projects for distinct types of work, streamlining workflows, and enhancing reporting capabilities.
- Isos implemented JSM, which serves as a centralized service portal where customers and employees can submit requests and issues, so manual processes have been eliminated.
- The organization and its customers now benefit from streamlined issue intake, optimized processes, increased efficiency, automation, and enhanced operational reporting.
Our client
Over the course of nearly 100 years, after being founded in the early 1920s, this national pharmacy services company has grown to include four business lines, including one that supplies pharmacy customers with their inventory of medications. Regardless of what business line they support, the company’s more than 1,000 employees in 41 states are united in their commitment to expert insights, unmatched service, lower costs, and improved outcomes.
Challenge
This pharmacy services company was using Jira Software to manage work related to supplying their pharmacy customers with medications, as well as to manage their IT-related work. They had a single Jira project to manage both of these types of work, as well as other use cases, meaning there were a large number of issue types and workflows. This not only made the solution cumbersome to work in, but it also limited the organization’s ability to accurately report on the work they were doing. They needed to optimize their use of Jira to make it more efficient for their various teams to work in, and to improve transparency from a business and operational perspective.
In addition, the national pharmacy company did not have a service desk portal for the intake of issues with pharmacy supply-related work, or for their IT help desk. Instead, they were taking projects in through phone calls and emails, then tracking these issues and projects in spreadsheets. This manual approach was time-consuming and inefficient, and frustrating for customers who had no visibility into how their requests and issues were progressing through the system. Without a centralized system in place, the company had limited ability to report on work at an operational level.
Solution
Isos Technology first optimized the organization’s Jira Software instance by creating separate projects for distinct types of work, streamlining workflows, implementing automation, and setting up out-of-the-box reporting. Then they worked with the organization’s team to gather insights into the types of requests and issues that were being submitted, both to the IT help desk and to their pharmacy operations teams, before implementing a centralized service JSM portal where employees and customers could submit requests and issues.
Isos developed customized intake forms for the JSM portal, helping to ensure all necessary information about an issue would be captured up front. Depending on which customer submits an issue, automated queues direct them to the appropriate operational team. Isos also implemented service level agreement (SLA) functionality, so that the national pharmacy service can ensure they are meeting customer expectations and continuously improving. Automation was used wherever possible, including around approval processes, and out-of-the-box reporting was also put in place.
Results
Increased efficiency: Manual activities like phone calls, emails, and spreadsheets, have been replaced with streamlined, automated workflows so issues are addressed more efficiently.
Improved customer service: Customers get regular, automated status updates, streamlined processes speed time to resolution, and SLAs ensure the national pharmacy service is meeting customer expectations.
Optimized Jira instance: The organization benefits from an optimized Jira instance, including separate projects for each distinct type of work, streamlined workflows, and automation.
Streamlined issue intake: Customers now have a centralized portal where they can submit requests and issues, and customized intake forms ensure all necessary information is captured.
Enhanced operational reporting: The organization now benefits from comprehensive operational reporting both within Jira Software and JSM.
By optimizing Jira Software and adding Jira Service Management to our Atlassian stack, we were able to gain efficiency and transparency and improve customer service. Isos Technology was great to work with, and we especially appreciated being able to leverage the combined expertise of their entire team.
Download Case Study
