Obsidian Systems was approached by a leading South African healthcare solutions provider to optimise its customer complaints system that was wholly reliant on email which resulted in service delays and a negative end user experience.
In this disruptive world we work in, teams require support to become more efficient at delivering services across their team environments. For this customer, integrating multiple departments to ensure optimal complaint resolution was key. Teams cannot become better if they do not collaborate with one another in more efficient ways. With our focus on enabling smarter organisations, the Jira Service Desk solution was the logical choice.
As such, the focus was on incorporating Jira into the customer’s environment to enable the business to move away from its more traditional email approach. Because the customer acts as a middleman between end users, a medical aid fund, and various third parties, the influx of emails was significant. Over the past two years, almost 43,000 complaints covering numerous topics filtered through the system.
All the customer’s processes, reports, and systems related to complaints were handled through the email platform. But we all know emails get lost and many end users simply hate getting those automated messages from their service providers. Therefore, to become more effective in its communications with end users, a system was needed to help track and manage all engagements.
Adding to the complexity of the environment, was the difficulty the customer had in generating relevant reports that could cover all areas of the business when it came to complaints. Inevitably, reports were delayed, and processes were not defined. And because this system was email-based, management could not easily identify in which stage of resolution each complaint would be in.
Using Jira, the customer is now able to track every compliant, classify them, and track the process by completing different fields to check their status. Because of this integrated way of managing complaints, reports can now be generated automatically significantly saving valuable resources that could be focused on delivering more strategic functions.
Obsidian needed to conduct a deep dive into the workflows of the customer. This required looking at the type of complaints received, and the workflow requirements of the different steps that needed to be followed to resolve the issues.
Because the processes were reliant on end users, the medical aid fund, and various third parties, the consequences of each action on the system had to be identified. This would assist Obsidian to gain an understanding of what the specific problems were that needed to be resolved.
To this end, Jira-based workflows were set up that would collaborate between all the stakeholders. Extensive testing was done to ensure the new workflows would operate smoothly and deliver on the specific user issues identified.
Furthermore, we had to look at refining complex workflows, some featuring up to 30 statuses. Each stakeholder in the process had its own complexity and variety of statuses to consider. Our focus was on making this as user-friendly a process as possible for the employees and administrators.
Such was the effectiveness of the Jira system, that even during the hard lockdown of COVID-19, the customer was able to ensure its employees could effortlessly work from home. There was no disruption in the workspace, and end users and third parties could still collaborate without any issues.
Jira has proven itself as an effective collaboration tool. From HR, finance, and marketing, teams now have access to a single source of truth when it comes to end user complaints and system issues. There is a centralised workflow, database, and platform in place to present all the information to teams that are working internally to improve end user service delivery.
Now, emails sent to the system automatically create tickets that never get lost and must go through certain processes before they get closed. Managers can rapidly escalate potential issues and pull in the assistance of more relevant teams to help the resolution process. With Jira, we were able to create a completely customisable portal for the customer where users can now get as much information as possible from an integrated environment.
The Jira system now enables the customer to get communication between all the stakeholders up and running faster. It has already significantly improved end user engagement. Furthermore, Jira enables personal dashboards to be built so employees can create tasks specific to their responsibilities.