Overview and Background

A joint business arrangement between a global services company and two lead telecommunication companies allowed a the service company to offer business video teleconferencing services to its customers. In an effort to grow this offering, the need for efficient and reliable support became apparent.

A business requirement to technically integrate all three support systems was identified between the three companies. who all used disparate support ticket systems. Only one company had an eBonding service available, while the other two had no enterprise-level integration capabilities within their systems.

Problem

Due to separate support infrastructures, support requests (tickets) were being generated in each business’ support system or ITSM. There were no reliable or efficient ways to communicate tickets between each support team so manual efforts were being made for each team to pass along tickets to the other business’ support in the common case that a ticket within the originating system could not be serviced by the team with whom the ticket originated.

This created some key issues that prevented the businesses from being able to grow this service offering:

  • Inefficient service time
  • Poor service accountability
  • No cognizant reporting or analytics for the service offering

Scope

After a cost analysis was performed, it showed that as the number of support tickets increased to a level expected of enterprise business service offerings, a zero-touch integration between all three systems needed to be implemented. PNCG was engaged to architect and develop a solution a three-way integration between the eBonding gateway and the two ITSM’s: ChangeGear and JIRA Service Desk.

The project would be conducted in two 3-month phases, making the total engagement 6 months.

Solution

The solution was nearly exclusively a Windows Communication Foundation (WCF) Web Service Layer which was established and exposed to all three systems.  It facilitated the live receipt, logic and delivery of data from any of the three ITSM’s.

In the initial phase, an integration was developed from JIRA to the eBonding gateway allowing for bidirectional communication between the two support systems.  JIRA would create and update tickets to the eBonding gateway.  Using a callback established between the two systems, the eBonding gateway would push the creation of new tickets and updates back to JIRA.

In the final phase, the same functional integration was developed from ChangeGear to the eBonding interface.

Outcome

After a 6-month total integrations project, the video teleconferencing service offering was able to be sold to businesses at an accelerated rate due to the increased efficiency and customer service capability that the integration was able to provide.

By fully automating the ticket hand-off process among the 3 business units, thousands of support man hours were able to be saved; most notably within the second and third support levels of each businesses’ support infrastructure.  This amounted to a multi-million dollar cost savings in support and an undisclosed amount of increase in video teleconferencing service sales.