Case Study: Applied Systems achieves better SLA success and CSAT with Jira Software

How Applied Systems improved SLA success rates by 30% and hit 4.9/5 CSATs in two days by switching to Jira Service Management

Applied Systems, an insurance software innovator, needed a more flexible and collaborative ITSM solution after its fragmented tool stack created “black hole” ticketing, poor cross-team visibility, and costly customization challenges. The company was using Salesforce, Jira, and a legacy ITSM tool across different teams, making it hard to track requests and support growing ITIL ambitions with Jira Software and its service management capabilities.

Applied Systems switched to Jira Service Management from Jira Software, customizing workflows and procurement while unifying service processes across teams. The change improved collaboration and efficiency, helping Applied Systems boost SLA success rates by 30% and reach 4.9/5 CSAT in just two days, while also reducing the backlog and avoiding the need for a larger support team.

Applied Systems

Bill Hall

Director of IT