Total Wine's goal was to modernize and enhance its service management to support its fast-pasted growth and strong internal communication.
On top of using an outdated system that was reaching end-of-support, the retailer had improperly connected integrations and filtered issue types.
By working with E7 Solutions to implement JSM, Total Wine advanced its service with a return on investment of $234,000+ within five years of the implementation.
Total Wine is the largest independent retailer of fine wine in the United States. With nearly 250 stores, the organization is beaming with opportunity and growth. What comes with opportunity and growth in today’s business world typically means meeting demands faster and providing incomparable service.
Total Wine was faced with an issue primarily revolving around its service management. The team’s biggest challenges included difficulties in getting changes made to the current system, integrations connected properly, and issue types filtered accordingly. Total Wine also had many forms in an old system that was going out of support. Overall, the old system was not very user friendly and was difficult to manage changes in for the admins.
On [the day of the switch], we let everyone know that the help center would look different and changed all of our help center links to take users toward our JSM instance. It was so intuitive and the way E7 built it, it was very simple and just that good.
We can now group problems coming from several stores, definitely helping reduce time resolution and identify bigger issues faster.
E7 played a key role on helping us move from Ivanti Heat Cloud to Atlassian JSM. They helped us translate what we had into what we can do in JSM. We not only met what we had in our old system, we started day 1 with a capabilities that we never had prior! We are looking forward to expanding/maturing our platform, and have re-engaged with E7 TAM service to do just that.