Talk to us
  • CASE STUDY | FINANCIAL SERVICES / CREDIT RATING

138% faster response. 750 management hours returned annually

A global credit rating agency managing up to 500 IT service tickets per day across nine time zones replaced manual triage with an intelligent, rules-based assignment engine. Trundl deployed Jira Service Management Cloud Premium with Smart Assignments and Rotations for Jira (SARJ), automating work allocation based on real-time availability, capacity, and expertise.

Talk to us
500/day tickets processed
9 time zones
138% faster response
750 hrs saved per year
24/7 service coverage
  • ON THIS PAGE
Industry Financial Services / Credit Rating
Solution JSM Cloud Premium + SARJ Smart Assignment + JMWE
Coverage 24/7 across 9 time zones
Partner Tier Atlassian Platinum Solution Partner
Talk to us
  • THE CLIENT

Who is the client?

A global credit rating agency operates a 24/7 IT service desk supporting financial analysis teams across major markets worldwide. With hundreds of daily service requests, strict SLA obligations, and operations spanning nine time zones from the Americas to the Middle East, the organization needed a work allocation system that could match the pace of its business.

  • THE BUSINESS CHALLENGE

Manual triage at global scale.

While JSM effectively captured service requests, allocating those requests was a manual, manager-led process that could not keep pace with 500 daily tickets across nine time zones.
01

Inefficient Resource Allocation

Managers in each region manually assessed every incoming ticket to identify the right agent, consuming hours of management time daily.

02

Native Tooling Limitations

JSM's built-in auto-assignment could not account for regional work shifts, planned PTO, restricted hours, or agent-specific expertise simultaneously.

03

High Volume Pressure

With up to 500 tickets per day, the manual triage model became a single point of failure against internal SLA guarantees.

04

Governance Gaps

No centralized mechanism existed to update assignment rules across regions without reconfiguring the entire system.

  • PROJECT OBJECTIVES

Intelligent automation at enterprise scale.

01

Intelligent Automation

Replace manager-led triage with a rules-based engine accounting for availability, capacity, and expertise in real time.

02

SLA Protection

Ensure every ticket reaches the right agent in the right region within SLA windows

03

Centralized Governance

Give IT leadership a single control point to update staffing rules globally.

04

Management Time Recovery

Return hours consumed by manual triage to strategic IT work

  • THE TRUNDL SOLUTION

A rules-based assignment engine built for global operations.

01

Smart Assignment Engine (SARJ)

Deployed Smart Assignments and Rotations for Jira to build an assignment matrix routing tickets based on real-time agent availability, shift coverage, load balancing, and skill matching across all regions.

02

Workflow Enhancement (JMWE)

Built multi-step workflows using Jira Misc Workflow Extensions to deflect simple requests via Knowledge Base articles and route complex issues through automated validation before reaching the right expert.

03

Centralized Control Layer

Configured a single-pane governance interface enabling IT leadership to adjust intake rules globally, covering regional holidays and staffing changes, without touching underlying queue configurations.

04

UAT and Hypercare

Ran parallel testing across regions before cutover, followed by an active hypercare period to fine-tune rule sets against live volume data.

  • DELIVERY HIGHLIGHTS

Quality, value, and velocity.

QUALITY Zero lost tickets

Automated assignment eliminated misrouted and dropped work items. Right person, right ticket, every time.

TIME TO MARKET Rapid deployment

Cloud Premium and Smart Assignments enabled Trundl to stand up the smart assignment engine without extended configuration cycles.

VALUE ADD 750 hrs/year

Management time previously spent on manual triage returned to strategic IT initiatives. Initial response times improved 138%.

500/day tickets automated
9 time zones covered
138% faster response
750 hrs saved annually
0 misrouted tickets
  • FAQ

Frequently asked questions.

Why did native JSM auto-assignment not solve the problem?

Native assignment lacks the ability to factor in regional work shifts, agent PTO, time zone restrictions, and skill-specific routing simultaneously. Smart Assignments for Jira provides a configurable rules matrix that handles all of these variables in real time.

How quickly can assignment rules be updated globally?

Rule changes are made through a centralized control layer and take effect immediately, without reconfiguring individual queues or projects.

Does this solution require changes to how agents work?

No. Agents receive tickets through the same JSM interface. The change is invisible to them and visible only in the form of better-matched work hitting their queues.