Case Study: Canadian Red Cross delivers bilingual IT and HR support for 17,000 users with Refined Sites

How the Canadian Red Cross delivers Tech and HR support to 17,000 users

The Canadian Red Cross faced a significant challenge in managing requests from its 17,000 employees and volunteers, which were all handled through a confusing and inefficient email system. This process led to lost requests and duplicated efforts for their IT and People Services teams. To address this, they implemented a modern ITSM ticketing solution using Refined Sites for Jira Service Management.

Using Refined, the Canadian Red Cross created separate, tailored support sites for different user groups, including a dedicated portal for volunteers. The solution provided a straightforward, bilingual interface and a custom domain. This eliminated email chaos, improved request tracking, and made their work more effective. The Refined implementation helped the teams manage over 400 monthly requests more efficiently and plans are in place to scale the solution with additional sites.

Canadian Red Cross

Renato Garcia

Systems & Data Analyst