Improving Customer Service Support and Sales Team Performance by Using JIRA Service Desk

Overview & Challenge

The client is a company operating in the Transportation and Logistics industry. It’s a unique combination of Carrier, Freight Broker, and Software Technology company with a goal of optimizing the Freight Transport Industry today. Their solutions include ELD devices for trucks and trailers, enhancing them with e-logging, tracking driver’s performance, freight manipulation that can help increase ROI, provide a detailed overview of fleet and increase driver’s safety.

Being in the Transport & logistics industry requires standardization and following new regulations. This leads to the need to enhance the technologies and solutions being used to achieve better efficiency, coordination, communication, and support. To improve the service that the client provides, they needed to implement a solution that will serve two departments, Geotab’s support team, and the sales department. More specifically, they needed to implement a web-based customer service platform that will manage customers’ requests regarding Geotab’s fleet management software and GPS vehicle tracking devices. In addition, the client wanted to implement another solution that will ease sales management and will improve Sales team efficiency.


The solution included implementation of the Jira Service Desk ITSM solution as a helpdesk and support solution with the main focus to support all existing, new, and potential customers.

Jira Software was used to establish new sales channels, so whenever a potential client tried to get in contact with the client by filling the contact form on the website, a ticket is automatically created in a Jira separate customized project, where the Sales team can prioritize clients and continue with client initiative.

Business Outcomes

By using Atlassian’s Jira Service Desk ITSM solution the client was able to bolster the customer service that they offer, all the while increasing teamwork, collaboration, and support. This, in turn, provided a solid base for establishing a strategy for future growth within the organization and continuous delivery of high-quality services and support.