Cases of Polontech company

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How to do ITSM (ITIL) Transformation for a non-IT company. Case: Globaltechexport Ltd., an engineering company

Maria Dorogokupez
Posted by Maria Dorogokupez
October 31, 2018

The talks about applying ITSM guidelines in non-IT businesses begun a long ago. Throughout those years ITSM evangelists and pioneers of ITSM-outside-IT have discussed the process and capabilities of such migration, almost unanimously endorsing it as a great effectivity booster and costs-cutter. Still ITSM and ITIL haven’t become common for the non-IT sphere. According to […]

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A Hunt for Request Notification Jira add ons

Maria Dorogokupez
Posted by Maria Dorogokupez
September 18, 2018

Recently one of Polontech’s long-term customers asked our team to configure a custom notification scheme for the solution we developed for him earlier. No default notification solution in JIRA was suitable for this task, so we studied the selection of plugins for notification and not just that at Atlassian Marketplace. The most powerful solution we […]

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Customer-oriented JIRA for Konvertus Publishing House

Maria Dorogokupez
Posted by Maria Dorogokupez
July 24, 2018

Company: Konvertus Background: Konvertus is a flourishing publishing house. They wanted to improve user and especially author experience by allowing customers to track the path of their writings from editorship to a printed version. Solution: Konvertus has been using JIRA for running processes for quite a long time, so basically, what they required was an another […]

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Service Desk Operation Support for the Dr. Computer

Maria Dorogokupez
Posted by Maria Dorogokupez
July 18, 2018

Client: Dr. Computer Company Background: Dr. Computer is a growing IT-company that started experiencing customer fulfillment level issues due to the sub-par Service Desk. They needed a well-thought and sophisticated customer support system. Solution: Having studied Dr. Computer’s working environment, we concluded that the problem lied in the insufficient service desk operations support (or Request […]

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Migration from Kayako to JIRA for GEC Computer Systems

Maria Dorogokupez
Posted by Maria Dorogokupez
July 10, 2018

Client: GEC Computer Systems Background: Company GEC Computer Systems had been working in Kayako for many years, but recently realized they needed a more flexible and scalable instrument for their Service Desk, so they decided to migrate to JIRA. Challenge: To migrate a huge database – 250 tables with data in CSV format and more […]

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JIRA Service Desk Onboarding for Sellox: use case

Maria Dorogokupez
Posted by Maria Dorogokupez
May 24, 2018

Client: Sellox (the Netherlands), a corporate info-security and customer data storage provider Challenge: Consultation on the optimal Service Desk solution that would improve the performance of customer service. Solution: Polontech experts proposed JIRA Service Desk and conducted a range of team onboarding and training consultations. Hans van Griethuysen, CEO Sellox B. V.: “We faced a […]

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bridgemate

Bridge Systems BV Case: Better IT Management with Atlassian Tools

Aleks Yenin
Posted by Aleks Yenin
December 13, 2016

Challenge Bridge Systems came to us with a typical challenge that faces almost any software company. There’s a lot to track and manage as they interact with many external vendors and clients on the one hand and have many projects in production on the other hand. Everything should be visible, transparent, predictable and well-managed for […]

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point solutions

Fast and effective Service Desk solution that helps to increase customers loyalty

Aleks Yenin
Posted by Aleks Yenin
December 6, 2016

Service Desk process from scratch with complete automation in less than a week? Possible when ITIL Practitioner approach (by Axelos) is combined with an excellent product. Polontech team and Atlassian JIRA Service Desk were the perfect combination in this case. Challenge A young virtual (cloud) hosting provider from Switzerland focusing on corporate sector experienced changes […]

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eda tech

Custom Time-Tracking plugin for Edatech

Aleks Yenin
Posted by Aleks Yenin
October 31, 2016

Challenge Eda Technologies had in mind developing a system that would allow managing big remote teams by analyzing online activities of the user. This comprehensive solution would help to increase transparency and work efficiency. Solution We created a client-server solution functioning as intellectual analysis and reports system. The application tracks user activity including random screenshots, keyboard […]

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Сreating Help Desk Platform for Smart Parts UK

Aleks Yenin
Posted by Aleks Yenin
October 31, 2016

Challenge Creating a simple ITIL-based solution for Service Desk automation that could help a limited number of agents process customer issues and react immediately with an adequate response with the aim to deliver outstanding customers support service. Solution We started with ITIL consulting, analyzing and improving help desk processes. Then we created a simple analog of […]

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