Case Study: OTC Industrial Technologies achieves streamlined internal and external service management with Atlassian Confluence

OTC Industrial Technologies transformed internal and external service by trading shared mailboxes for Jira Service Management

OTC Industrial Technologies needed a better way to manage internal and external requests than shared mailboxes and email chains. Using Atlassian Confluence alongside Jira Service Management, the company looked to improve workflow management for teams like Accounts Payable, Accounts Receivable, HR, sales, and operations, while making it easier to do business with both employees and customers.

Atlassian Confluence helped support a shift to Jira Service Management-based service desks and customer portals, replacing disjointed email collaboration with a structured, trackable system. In about 18 months, OTC rolled out more than 20 internal and external projects, freeing teams from chasing emails, improving communication and accountability, and delivering a better user experience.

OTC Industrial Technologies

Roger Abrahams

Chief Technology Officer