Case Study: a top streaming service provider scales Tier 1 support with Jira Service Management and Praecipio

a top streaming service provider delivers Tier 1 support in weeks with Praecipio

A top streaming service provider faced challenges scaling its Tier 1 customer support using ServiceNow, as the platform's cost and complexity were not suited for high-volume, rapid requests. The company turned to Praecipio to build a cost-effective service management model that could handle this growth without disrupting their existing ServiceNow investment for more complex issues.

Praecipio implemented a dual-platform solution using Jira Service Management (JSM) as the primary intake system for Tier 1 support. This was seamlessly integrated with ServiceNow for escalations. The solution resulted in substantial cost savings by avoiding new ServiceNow licenses, improved agent efficiency with a unified portal, and delivered a seamless customer experience with automatic ticket routing.