Vodeno revolutionizes customer support with Jira Service Management

Vodeno is on a mission to revolutionize financial services by empowering any business to enter the world of banking. Based in Poland, the organization provides technical and compliance infrastructure to other businesses through a cutting-edge “banking-as-a-service” (BaaS) platform, enabling retailers, technology companies, and even other fintechs to embed branded financial service products into their platforms.  

Using a fully API-based, cloud-native platform, plus access to a European banking license through a partnership with Aion Bank, Vodeno provides BaaS to a wide variety of regulated and non-regulated organizations, improving customer services and providing access to new opportunities. 

As Vodeno’s business and the number of support tickets grew, their teams struggled to keep up with the high level of service their customers – and employees – had come to expect. Historically, they relied on a mix of unconfigured tools and manual processes to resolve customer and employee requests, creating unnecessary administrative work for support teams. The company also needed a way to create separate functions for internal and external support, as well as assign tickets to the right support person or account manager.

Having previously seen impressive results from Jira for product development and test management, Vodeno chose to build out a comprehensive customer and employee support solution with Jira Service Management. This allows teams to efficiently manage a large number of complex requests, saving support teams dozens of hours every week and significantly improving customer experiences.

Streamlining support for 500+ employees and thousands of customers

Vodeno has transformed customer and employee support with Jira Service Management, speeding up and automating a previously inefficient and manual process. Since the solution is built on the same platform as Jira and Confluence, teams can not only provide support, but also see a holistic view of projects, support, and key documentation in their Atlassian ecosystem – all while laying a strong foundation to scale in the future.

With Jira Service Management, Vodeno’s customer service teams are working simply and flexibly, with access to templates, dynamic forms, and automation features to tailor processes to each customer’s needs. During the transition to Jira Service Management, Vodeno also integrated external products, like Gitlab, to provide more context in tickets without switching tools.

Over time, more teams across the business embraced Jira Service Management and started using it to make their jobs easier. “Five hundred people at Vodeno use Jira Service Management, which is almost everyone in the business. All support teams are using it, and it’s having a big impact,” says Subject Matter Expert and Jira Administrator Rafal Starzec. “Jira Service Management helps us create reports and manage service-level agreements as well, as it gives us information on how many issues have been created, how many are resolved, how many are in progress, and more. We were able to solve 100 issues per day from day one – something we weren’t even able to measure before."

Automation saves time and improves incident management

Automation is one of Vodeno’s favorite features of Jira Service Management. They use automation rules to quickly assign issues to the right teams, which reduces response time and helps teams build stronger customer relationships by spending more time on the issues that matter most.

"Jira Service Management simplified our support processes, giving us the agility to scale," says Rafał. "Automated processes are triggered almost 20,000 times per month in JSM. To do these actions manually would be equivalent to a full-time job…Automation in Jira Service Management saved us countless hours, allowing our team to spend less time on repetitive tasks and focus more on strategic support initiatives.”

Vodeno has also streamlined communication by using automation to send reminders to customers, change support statuses based on comments, and resolve issues more proactively. Even with a diverse customer list, the team has created tailored support processes for each customer.

As part of rolling out Jira Service Management, Vodeno implemented new practices for monitoring alerts and proactive incident resolution. Now that the team has better visibility into incidents and doesn’t have to manually monitor alerts, they’re saving time and resources, while making more informed decisions. 

Giving customers more personalized service through a central help center

Vodeno has transformed external support processes with Jira Service Management as well. Customers now have a central help center, enhancing their experience by providing easy access to any submitted issues, clear issue tracking, the ability to respond via comments, plus automatic notifications about any updates. In fact, over 2,500 customer notifications are sent monthly, giving customers a real-time view of status and other updates. Vodeno can also request and access reports easily through Jira Service Management, allowing them to monitor key metrics and track the progress of their support issues.

Between automation and more robust ITSM capabilities, Vodeno has not only improved the customer experience, but also saved the equivalent of one full-time support position.

Premium plans for future collaboration and innovation

With so much progress already made, Vodeno is looking forward to expanding their Jira Service Management solution. Today, with Jira Service Management Premium, they plan to take advantage of advanced features and additional tools, such as asset management, incident management for financial issues, and further customization for their evolving customer base.  

By adopting Jira Service Management, Vodeno successfully transformed their support processes, enhancing efficiency, communication, and satisfaction. The tool works seamlessly with Jira and Confluence as well as external applications to create one unified ecosystem. This has streamlined operations and laid the foundation for future growth and continued service management innovation, helping Vodeno solidify their reputation as the best BaaS platform and service provider around.