Total Wine Case Study

Overview

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.

Introduction to JSM

Then, Total Wine was introduced to Jira Service Management, a one-stop shop for managing and tracking everything under one environment. “It’s extremely easy to get things turned over and built in JSM,” said Lakeith Anderson, Technical Program Manager at Total Wine. JSM appeared to be the way to go as it provided teams at Total Wine a seamless, efficient way to track and request all in one place.

Though JSM has been proven to enhance service management and enable strong communication among teams, there can always be skeptics that have concern for switching to a new tool. Total Wine was able to transition with ease with the help of the E7 Solutions team. “Total Wine did a lift and shift,” said Lakeith. “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.

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.

Lakeith Anderson

Technical Program Manager

We can now group problems coming from several stores, definitely helping reduce time resolution and identify bigger issues faster.

Lakeith Anderson

Technical Program Manager

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.

Robert DeSantos

Vice President, Infrastructure and Workplace Solutions

After implementation, there was a window of support where E7 helped tackle any bugs that came out of implementation, and provided additional training to the Total Wine project team as needed. “If there’s something we could do, E7 provided direction and instruction on how our teams could do it,” said Lakeith. “I’m a very visual person, and E7 was always available if I needed to see how something was done.” There were very minimal/trivial issues or questions after implementation.

To top off that seamless implementation, the cost savings over time was another satisfying factor for Total Wine. By implementing JSM as its ITSM solution, Total Wine reduced overall licensing and software costs with an estimated net cash flow savings of $234,000+ within five years of the implementation.

Streamlining Processes

The differentiating factor about JSM that aligns with the needs of fast-growing, forward-thinking businesses is the ability to not only improve the experience for IT teams - but all teams. Total Wine’s instance was originally built for IT but has started to sprout into marketing and HR. For instance, rather than hunting down the tax department and sending a request through email, Total Wine employees can simply submit a ticket to HR. “We have different processes for onboarding different roles, [and it’s] very easy to offboard as well,” said Lakeith.

The Total Wine and E7 Solutions teams collaborated and work together as if they were just one team from the same company, all with the same goals in mind. Total Wine was able to get a complete “upgrade” to the way their Help Center worked - an improved user interface for the end users, and a backend that allowed the Service Desk Agents to live in just one system (they also use Jira Software to manage projects) was a huge win. “We can now group problems coming from several stores, definitely helping reduce time resolution and identifying bigger issues faster,” said Lakeith.

Overall, with JSM serving as an innovative solution to provide top-tier service management capabilities and E7 Solutions sharing their knowledge, expertise, and support to implement JSM successfully, Total Wine is set for a successful growth plan.