Case Study: FAME improves efficiency and customer service with OpsHub Integration Manager

How FAME Increased its Efficiency and Improved Customer Service

FAME needed a better way to connect its development and support teams as it continuously updated its student information systems. The company used CA Agile Central (Rally) for development and Zendesk for support, but its manual process made it difficult to route customer feedback into development work, track status updates, and provide clear communication back to customers.

OpsHub, Inc. implemented OpsHub Integration Manager (OIM) to bi-directionally synchronize defects and tickets between Rally and Zendesk. With OpsHub’s integration, new Zendesk tickets automatically appeared in Rally for development, and updates made by developers were reflected back in Zendesk, improving visibility, traceability, reporting, and cross-team collaboration. FAME reported faster issue resolution, better customer service, and more efficient use of development resources.

FAME

Ricky Alfaro

Director