Jira Service Management Simplified Operations for a Banking Institution

Michigan State University Federal Credit Union (MSUFCU) has development and operations teams dedicated to ensuring that their members have the best tools available—with stringent security protocols— and that the operation runs smoothly and efficiently. Considering the vast number of projects and issues they’re handling at any given time, it’s not surprising that MSUFCU was looking for a comprehensive system that could help them better manage, monitor, and report on all of their projects.

Starting with the MSUFCU IT support and operations teams—which serve as first-level support for all employees—E7 began by understanding the roles and responsibilities of the teams and then collected their requirements and desires. With this in-depth understanding, E7 implemented a comprehensive Jira Service Management (JSM) solution, customized with 10 Atlassian Marketplace apps to fit MSUFCU’s unique needs and work processes.

The JSM solution for MSUFCU is designed to make it possible for agents to quickly deliver prepared responses for standard questions and requests from users, such as resetting a password or ordering new equipment. The system automatically pulls relevant user information from the active directory so that agents already have it on their screen, rather than having to search for it. One of the favorite new features is automation to quickly onboard new employees with proper account set-up, equipment requests, and more. The new JSM-based system decreases the time spent on a ticket or request and ultimately provides a better (internal) customer experience. While building out JSM for the IT team, the E7 team met with software development groups to evaluate their workflows and project management methodologies and then demonstrated how Jira best practices could be directly applied to MSUFCU’s development projects.

The results included streamlining and simplifying workflows and paring down from six ticket types to just two. The reduced complexity of project and ticket management has made the teams more efficient and is providing consistency that makes it easier for staffers to move from team to team.

“The financial world is very competitive, and customer expectations are high. MSUFCU is competing right alongside big banks with huge teams and lots of resources at their disposal,” said Edmond Delude, E7 CEO. “It was exciting to be able to work with them to accelerate workflow to operate more efficiently, act quickly in response to client demands, provide critical data to management across the organization, and ultimately strengthen their competitive advantages.”