Case Study: Reapit improves support UX and SLAs with Itransition

Reapit boosts client portal usage by 15% with Itransition

Itransition was engaged by Reapit, a provider of an estate agency business platform, to address challenges with their user support solution. Reapit's support teams, using Atlassian Jira Service Management (JSM), were processing over 200 tickets daily but faced issues with a complicated client portal and unsynchronized workflows that hindered timely resolution and a satisfactory end-user experience.

Itransition conducted an audit of Reapit's ITSM processes and JSM configuration, delivering a set of optimization recommendations. The vendor then implemented enhancements, including simplifying the client portal by reducing request types and improving forms, and adding new automation rules to streamline user notifications and synchronize support and development teams. As a result of Itransition's work, Reapit reduced the first response target for critical incidents by 50%, increased client portal usage by approximately 15%, and consistently achieved all its SLAs.

Reapit