A Financial Institution Case Study on Visibility, Accountability, and Process Control
In the age of digital transformation, many organizations still rely on manual processes like phone calls for
critical customer support. The challenge isn't eliminating the phone; it's eliminating the data black hole
that follows.
This case study breaks down how we helped a major financial institution centralize its entirely manual,
phone-based customer support process into a structured, highly accountable workflow using Jira Service
Management (JSM).
The Business Problem?
Our client, a provider of multiple digital products, handled all customer support via direct phone calls.
While the support agents were excellent, the process was completely opaque.
They urgently needed a solution to address:
Solution Architecture , Building a Unified JSM Tracking System
Our core strategy was to configure a single, comprehensive JSM project to act as the Single Source of
Truth (SSoT) for every customer interaction, from initial call logging to final resolution.
1. The Centralized Ticket Logging System
The first step was to mandate that every call logged must result in a detailed JSM ticket. This transformed a verbal conversation into a structured data record.
To achieve this, we configured an extensive set of Custom Fields to capture all necessary business context upfront.
Key Custom Fields Implemented:
2. The Unified Workflow: Handling Live vs. Under-Development Products
The most complex requirement was merging two fundamentally different support streams, queries about Live Products and queries about Under-Development Products into a single, coherent workflow.
We built one powerful JSM workflow with statuses that clearly indicate the ticket's position in either the Development lifecycle or the Operations queue.
Key Statuses
Flow
Info
3. Tracking Accountability and SLAs with TAT & Escalation Management
A significant win was introducing formal tracking for performance metrics and managing risk.
A. TAT Tracking and Follow-Up
We defined fields to track both the Callback TAT (when the Agent will call the customer back) and the
Resolution TAT (when the issue is expected to be fixed). This data allows managers to monitor
commitments versus actual performance, providing an SLA-style report despite manual communication.
B. Robust Escalation Management
To properly prioritize urgent or high-risk issues, a dedicated escalation framework was implemented using
custom fields:
This ensures escalated tickets are visually distinct, prioritized by the responsible teams, and follow a pre-
defined path for resolution.
4. SPOC Coordination and Internal Handoffs
For every manual conference call with a Subject Matter Expert (SPOC) or an assignment to Back Office
(BO) / Product Management Group (PMG), the JSM ticket becomes the audit trail.
The Outcome , the Controlled Transparency
The project successfully delivered a powerful, non-invasive digital layer over a legacy manual process.
after call ends.
Development queries
mixed in ad-hoc.
Follow-up
callbacks or resolution
dates.
Escalation
of Truth
ticket.
for all product types.
Performance
Management
Insights
adherence.
The success of this implementation highlights a critical lesson for the financial sector: accountability is the
foundation of customer trust. With JSM as the backbone, this institution is no longer just answering calls
they are managing a data-driven support ecosystem that is scalable, auditable, and built for long-term
growth.
For more information write us to : sales@preflexsol.com