German FinTech leader Riverty is changing the course of the industry by promoting financial sustainability through ‘buy now, pay later’ solutions, empowering customers even during economic downturns. In 2022, Riverty acquired and unified multiple FinTech-related organisations into a single entity with a clear vision. Riverty then dedicated the following year to digital transformation to streamline efficiency and execution.
Currently, Riverty operates on the Atlassian Cloud platform, using a toolset that includes Jira Service Management, Confluence, Opsgenie, Atlassian Analytics, and Automation. Through these tools, Riverty has been able to enjoy improved productivity, collaboration, communication, end-user experience, and expedited customer service.
This blog explores Riverty’s digital transformation journey, their adoption of Atlassian solutions, and the resulting success in helping customers achieve financial freedom.
Riverty’s road to modernisation
As a new company consisting of smaller acquisitions, Riverty immediately struggled with cross-team alignment, slow development cycles, and uncoordinated customer service management. Their default IT management solution, Zendesk, fell short of their service needs and was nonintegrable to their other systems and workflows.
These challenges began to hinder productivity, service delivery, and satisfaction for customers and employees alike. This led Riverty’s Process & Service Quality Team to plan out how to modernise the company with limited resources.
Through its acquisitions, Riverty had already been using on-premise deployments of Jira and Confluence to track time, capacity, and project finances. However, they were still experiencing siloes since their tools were not based on a unified data model.
Riverty’s Process & Service Quality Team found that it was time to migrate so that they could implement stronger agile practices, save money on hardware costs, and use these savings to invest in stronger tools without inhibiting data accessibility.
The journey to Cloud
Riverty’s familiarity with Atlassian solutions helped the company’s IT team decide to switch from its siloed Zendesk instance to an integrated solution of Jira, Jira Service Management, and Confluence for IT service and product management. With Atlassian Cloud, the Process & Service Quality Team knew it could operate these products with a single data source.
After a thorough migration assessment, the team developed an agile migration plan by dividing sites into bundles based on their respective difficulty levels and running migration sprints in coordination with their Atlassian Cloud Migration Manager. They prioritised workflows that were the easiest to move while also delivering the greatest value.
Over time, Riverty shifted toward migrating less impactful projects before eventually migrating daily operations. This led to a seamless migration that consolidated all of Riverty’s Jira, Confluence, and Jira Service Management sites into a single Cloud environment.
Migrating in a heavily regulated industry
As a FinTech enterprise, Riverty knew it had to approach migrating with steadfast security and compliance. By leveraging Atlassian’s BaFin-certified expertise Riverty was able to meet Germany’s strictest data standards during their modernisation process while simplifying approvals.
Through local data residency, Riverty is able to restrict its resting data to German data centers, ensuring compliance and security. This security is further bolstered by their use of Atlassian Guard, which helps proactively detect potential incidents and then respond with world-class defensive actions.
Auditors and regulators love to see standardised documentation that they already know how to read. So, you can just go to the [Atlassian] Trust Center and get standardised things like the SOC 2 response and all of those things. You can also involve your own company’s teams, your own IT security team, have them look at what’s going on. And your own legal teams, have them take a look what’s going on”
Riverty’s post-migration experience
Post-migration, non-technical teams like Finance and Business Operations quickly adopted Jira, Jira Service Management, and Confluence, leading to faster operations and improved user satisfaction. They also expanded their Atlassian toolset to support digital transformation goals and unite teams for improved cross-functionality.
Integration across our Atlassian suite is much better in the cloud… We went from people having multiple browser windows and sessions open in different on-prem instances to having a single platform for everything.”
– Andrei Tuch, Atlassian Product Owner, Riverty Group GmbH
Expanding Cloud with Jira Service Management and Opsgenie
By deploying Jira Service Management Cloud, Riverty was able to deliver faster, better service for teams across the organisation. By using Jira Service Management’s automated features and integrations they were able to simplify processes like ordering new equipment, sourcing technical help, and crafting new Jira projects.
Through rich, structured data, the Process & Service Quality Team has customised forms which make it easier to gather the right details from customers and connect them with the appropriate team for assistance. Riverty also leverages Atlassian Analytics, a lightweight alternative to PowerBI, for creating complex reports and managing velocity, which provides better visibility into workloads, progress, and opportunities to improve efficiency.
As part of their platform expansion, Riverty also added Opsgenie to help monitor alerts and incidents across Jira Service Management, Jira, and external tools such as Microsoft Azure Cloud and Zendesk (which some departments still continue to use). This allows Riverty’s Observability Team to synchronise and monitor tickets across all users and products, even if they’re handled by different teams, saving time on a previously manual task and providing greater visibility.
Automation enables Riverty to proactively synchronise data between Atlassian and non-Atlassian systems. For example, by integrating Atlassian tools with their Customer Relationship Management system, the Process & Service Quality Team can retrieve updated client data relevant to tickets and automatically assign product licenses to users once they are approved.
We’ve been able to automate away menial work… We can talk to teams about their processes and explain how we can help them focus on more interesting and important jobs that make better use of their time.”
– Andrei Tuch, Atlassian Product Owner, Riverty Group GmbH
DevOps is also using Automation to streamline the connection between releases and deployment tickets. Upon a release event, the system generates a deployment ticket, populates it with relevant information, and updates details about the release documentation. Automated notifications, SLA monitoring, and proactive alerts within Jira Service Management have also helped Riverty improve the customer support process.
How Riverty operates on Cloud
Since migrating, adoption has grown 69% as teams experience massive improvements in collaboration, communication, data quality, and workload management.
Teams across Riverty are saving time on a multitude of tasks, including streamlining bug resolution and product planning and automating security updates and service request approvals, all while eliminating server maintenance. This has enabled teams across the organisation to focus more on problem-solving, delivery, and innovation.
We’ve standardized Jira request forms, permission schemes, and different ways of working, whilst maintaining flexibility where we need it… That’s allowed us to significantly improve the speed of delivery of new Jira Service Management projects and software projects in general.”
– Andrei Tuch, Atlassian Product Owner, Riverty Group GmbH
Moving forward, Riverty is planning to provide even more tailored services by developing separate customer portals, enhancing integration with in-house systems, and leveraging Jira Service Management for other customer support initiatives. Riverty’s Process & Service Quality Team are also working on more integration capabilities and enhancing Automation.
Atlassian’s tools helped us get rid of quite a lot of complexity in the projects that we migrated into the cloud. We left a lot of our legacy projects behind and removed a lot of custom manual processes that we accumulated in our on-prem systems. It simplified things massively.”
– Andrei Tuch, Atlassian Product Owner, Riverty Group GmbH
Through the capabilities offered in Atlassian Cloud, Riverty is making great strides in its mission “to become the most human-centric FinTech” by offloading maintenance, consolidating systems, and unlocking new tools and features.
For a deeper dive into Riverty’s modernisation journey, check out the webinar How Riverty future-proofs on Cloud.
Unlock productivity with Atlassian Cloud
As Atlassian Cloud expands its accessibility across industries through offerings such as data residency and Atlassian Guard to strengthen security, there has never been a better time to give your enterprise a competitive edge. Companies across the globe are embracing Atlassian Enterprise Cloud to increase productivity, improve collaboration, and deliver value faster.
According to Forrester’s Total Economic Impact of Cloud Migrations, Atlassian Cloud migrators can expect an estimated 358% ROI in just 12 months – which is incredible when you also factor in the elimination of hardware maintenance costs. For those of you still operating on-premise, learn more about the ins and outs of modernising at Atlassian’s Migration Program.