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Given the cost of acquiring a new client vs. keeping a current one, service-oriented departments are essential to every organization. Whether IT, HR, Legal, or Procurement, these teams dedicate significant resources to delivering exceptional service to internal and external customers. When done right, the service provided boosts revenue by eliminating client churn. The challenge lies in providing efficient, consistent, and high-quality support across the enterprise. The solution: Atlassian’s Service Collection.
What is Atlassian's Service Collection?
This comprehensive suite of Atlassian applications equips your organization to deliver outstanding service experiences. Many of the tools included in the Collection are foundational to the Atlassian ecosystem:
Jira Service Management (JSM)
Atlassian’s industry-leading service desk solution, JSM centralizes service request intake, incident reporting and change requests. It enables teams across IT, engineering, HR, and other departments to manage work in one unified system.Assets
Atlassian’s CMDB tool offers an adaptable data structure to track critical configuration items. Link these objects to service requests, incidents, and changes to enhance visibility, streamline resolutions, and enable informed decision-making.Rovo
Atlassian’s AI platform delivers 24/7 support, automates repetitive tasks, and frees your agents to focus on high-value work. Customizable Rovo AI agents provide instant assistance to customers anytime, anywhere.
Read More: Click here to download the full Service Collection datasheet.
Introducing Customer Service Management (CSM)
What differentiates the Service Collection is the addition of Customer Service Management (CSM)—an AI-powered solution designed to enhance customer-facing support experiences. CSM connects customers with the right teams through a single, customizable support site, while integrating seamlessly with the rest of the Service Collection to help reduce friction and resolution time.
JSM was built primarily for internal service management teams supporting users within their organization. CSM, by contrast, is designed specifically for customer support teams managing external users, with a focus on delivering faster, more personalized customer experiences at scale.
Key Features of CSM
There are four primary reasons enterprises are switching to Customer Service Management:
- AI-Powered Support: Rovo resolves routine requests, enabling support teams to prioritize critical issues.
- Complete Context: The Atlassian Teamwork Graph provides historical and contextual data for personalized, efficient service.
- Unified Teams: Consolidate all service teams into one platform, improving collaboration and simplifying intake for customers.
- Instant Value: Rapid setup and minimal training requirements ensure immediate impact.
Additional Benefits
Atlassian's new service collection also brings all of the following features and capabilities:
- Embeddable request intake widget
- External account support
- AWS-powered telephony integrations
- Mobile app access
- Customer and organization profiles
- CRM integrations
- Built-in reporting and dashboards
- Rovo Customer Service AI Agents
- And more
Proven Results
Atlassian’s own implementation of CSM has delivered measurable outcomes:
- 45,000 issues resolved in seven months
- Average resolution time reduced to under 9 minutes (from 8 days)
- 6-point improvement in CSAT scores
Partner with Sketch Development
With these tools, your organization can deliver world-class service, resolve requests and incidents efficiently, manage assets effectively, and optimize processes using AI. Implementing these solutions across the enterprise requires expertise—that’s where Sketch's Atlassian services come in.
Our experienced consultants will guide you through the implementation and configuration of Atlassian tools, ensuring adoption and alignment with your organizational goals.
Ready to transform your customer service management? Let’s talk. We’ll help you deliver exceptional experiences for the customers your business serves.
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