Implementation of the advanced JIRA-based customer support Web-service was successfully completed and now is actively used by the majority of Compass Plus customers.

JIRA's capabilities were first used by the company in 2003, when the system was implemented by the research and development department to address the growing number of sub-systems, new product proliferation and increasing number of development staff. Being a user-friendly flexible bug tracking, issue monitoring and project management application with a focus on task achievement, JIRA could meet the requirements of the growing Compass Plus’ business. By implementing the system the company significantly improved the management of labour-intensive tasks, refined job scheduling and became more adept at meeting intradepartmental goals.

At the end of 2004, satisfied with the outstanding results enabled by JIRA, Compass Plus made a decision to implement the system for the Customer Support Service.

From the early stages of implementation process the company could see considerable improvements in managing customer support, particularly those made by JIRA’s capability to divide customer requests and assign them to specific customer support managers. Today, every customer has a support manager that is assigned specifically to them. This promotes professional approach to addressing customer needs, effective problem solving and, most importantly, builds a good customer-company relationship.

Not only the customers are satisfied with the new approach but also the support staff feels more motivated and content.
One of the other great outcomes of the system implementation is the fact that some customers have requested Compass Plus’ consulting services in order to implement JIRA for a bank customer request registration system.