Case Study: CallidusCloud improves ServiceNow CSM and ITSM with Jade Global

CallidusCloud gets Jira integration live in 1 month with Jade Global

Jade Global partnered with CallidusCloud, a global enterprise software and SaaS company, to address challenges with its ServiceNow implementation. Their existing Customer Service Management (CSM) portal was not meeting requirements, and their IT Service Management (ITSM) was only configured as an add-on rather than being fully implemented. The key requirements were to improve both the CSM and ITSM with new features and custom integrations to enhance customer experience and operational efficiency.

The solution implemented by Jade Global included creating read-only user access, a management view for support teams, a targeted communication module, and performance surveys. They configured a contextual search to show self-help articles and developed a dynamic custom solution that leveraged ServiceNow's features. The results included optimized processes, improved user satisfaction, less manual work for agents, better-controlled change management, and dashboards for better visibility. A notable achievement was Jade Global successfully resolving a long-standing bi-directional Jira integration issue that had previously stalled, getting it into production.

CallidusCloud