Case Study: SUMOL+COMPAL streamlines logistics support with Jira Service Management by Xpand IT

SUMOL+COMPAL streamlines 400-user logistics support with Xpand IT

SUMOL+COMPAL, Portugal's largest soft drinks group, faced a significant challenge in managing the enormous volume of daily support requests from its logistics, transport, and distribution teams. Their email-based system was inefficient, making it difficult to prioritize, assign, and resolve incidents, a problem exacerbated during the pandemic. Xpand IT implemented a solution using Jira Service Management to address these issues.

Xpand IT implemented a robust and scalable Jira Service Management portal, creating a centralized Transport Service Desk for internal and external teams. This solution streamlined ticket submission, automated routing to the correct queues, and provided complete oversight. The results for SUMOL+COMPAL included the ability to analyze performance with specific SLAs, collect metrics for management dashboards, gain visibility into daily operations, and invest in preventive measures based on request data.

SUMOL+COMPAL