Case Study

Auto Manufacturer - Global Service Collaboration Building a world-class, global notification, information-sharing, and technical support system utilizing Atlassian’s Jira.

Automotive Manufacturer

Objectives

Establish a global system for managing service bulletins and other Service/Aftermarket-related information.

Challenges

Support global objectives for the project while managing local requirements with a technology that enables and supports automotive technicians and engineers.

Solutions

A well-defined, global process with consistency, repeatably, and regional flexibility utilizing Atlassian’s Jira Software 

Table of Contents

Overview

For auto companies, managing vehicle quality is critical for client satisfaction. Keeping dealerships and aftermarket companies in the loop with critical and timely information helps achieve this. E7 recently worked with a local Detroit OEM to build a world-class, global notification, information-sharing, and technical support system utilizing Atlassian’s Jira.

The global and local requirements were important to manage for a successful transformation. As there were aspects of the project that could not be supported with the out-of-the-box functionality of Jira, E7 leaned on our partners in the Atlassian Marketplace to help determine Apps. 

Project Objectives

The global roll-out needed to include NAFTA, EMEA, LATAM, and APAC and the global automotive OEM worked with our team to define the objectives as follows:

  • Establish a single source of truth for tracking all Global field service action requests, issues, and related data.

  • Ensure world-class security and data residency requirements.

  • Standardize workflows across all regions. 

  • Ensure separation of region-specific data. 

  • Reduce and if possible, eliminate “custom scripting” in lieu of Apps. 

  • Enable data sharing with defined internal and external systems.

  • Support multiple languages and regionalization of data.

In the end, we have a highly efficient system, with improved process flow, and a lot of transparency that has increased knowledge throughout our teams, enabled our ability to create better KPIs, and provided a way for us to identify and resolve issues quickly. Working with E7, we always stayed within budget throughout the project milestones.

Automotive OEM Manager

Developing the initial system was a joint effort between E7, our constituents in the worldwide locales, and others in FCA. This was challenging because were changing processes and the way people work. But E7 found the right solutions and made it happen. People were thrilled with the results, in large part because E7 made sure to take their priorities and suggestions into consideration.

 

Automotive OEM Manager

The Solution

E7 and the OEM determined that the new system would utilize Jira Software with a variety of Marketplace Apps. This new, robust solution included:

  • A global instance of Jira Software and migrated legacy data from a variety of sources.

  • A “supercharged” Jira that utilized Apps from the Atlassian Marketplace.

  • Common workflows and use of the application across all regions. 

  • A rolling launch across all regions while ensuring user acceptance along the way.

  • End-user and admin training.

  • Fully managed, worldwide support and ongoing maintenance.

There were many wins along the way. A few of the highlights include:

  • A remarkably fast global rollout that took just under six months

  • Improved security and management of data and processes 

  • Greater self-administration capabilities for tasks like user set-up and custom field configuration 

  • Better usability, reporting, and decision-making ability, due to enhanced data availability  

  • Team unity across regions through common processes and data sharing

  • Lower cost through improved operational efficiencies and self-service admin capabilities 

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