How ServiceRocket’s business teams collaborate to serve customers with Teamwork Collection

Challenge: With 300 employees distributed across multiple time zones, ServiceRocket needed solutions to support asynchronous collaboration, for both business and technical teams. Sharing feedback was a particular priority, on both the team and leadership level.

Solution:  ServiceRocket standardized with Atlassian’s Teamwork Collection across the organization. Teams from Marketing to HR to Development now track work in Jira, store knowledge in Confluence, and share all kinds of feedback and insight with Loom. Rovo augments the whole system with detailed search and automation.

Impact: Cross-functional collaboration flows smoothly, with all teams working in one mutually understood system. Communicating across timezones is effortless, with ServiceRocket using Loom for everything from personal CEO updates to campaign feedback. Rovo provides fast, nuanced answers, drawing on ServiceRocket’s underlying Teamwork Graph.

Atlassian y ServiceRocket, una sólida asociación destinada a impulsar el crecimiento

ServiceRocket ayuda a las empresas a agilizar su crecimiento con las aplicaciones de Atlassian. "Nuestros caminos siempre han estado unidos", dice Rob Castaneda, fundador y director general. "Atlassian crea productos fantásticos. ServiceRocket ofrece excelentes servicios para ayudar a las empresas a alcanzar el éxito con esos productos".

ServiceRocket se fundó en 2001, aproximadamente en la misma época en que nació Atlassian. Durante los últimos 25 años, ambas compañías han crecido una junto a la otra. Actualmente, ServiceRocket cuenta con cientos de empleados repartidos por seis regiones del mundo: Norteamérica, Latinoamérica, el sudeste asiático, Australia, Reino Unido y Europa.

Recursos de Atlassian, para clientes y equipos internos

Como es lógico, las aplicaciones de Atlassian también impulsan el desarrollo de las propias operaciones de ServiceRocket, ya que ofrecen mejoras en términos de eficiencia que se extienden a todos los sectores de la empresa. 

Solo Loom ya ha ahorrado a ServiceRocket 12 000 reuniones y 6000 horas de trabajo al año; además, ha multiplicado por 12 la productividad de las campañas de marketing.  

"Aprovechamos nuestros propios recursos; día tras día gestionamos nuestro negocio con las aplicaciones de Atlassian", continúa Rob. "Eso nos permite ser más auténticos con los clientes. Al explicarles el software y recomendarles soluciones, nos basamos en nuestra propia experiencia".

Teamwork Collection for business and tech teams alike

Teamwork Collection has become connective tissue for ServiceRocket’s highly distributed teams. For all 300 employees, sending a Loom or tagging a colleague in a Jira task is a near-effortless reflex. 

From Finance to Engineering to HR, business and tech teams alike rely on Teamwork Collection: 

• Jira: Used by technical teams, marketing, HR and more to keep work streams monitored, managed in a consistent way, and continuously improving over time

• Confluence: A company-wide knowledge base, and home for collaborative documents in progress

• Loom: For reducing meetings and keeping projects moving forward across timezones – without sacrificing context or nuance 

• Rovo: Quickly surface answers and reveal hidden opportunities within ServiceRocket’s Teamwork Graph

ServiceRocket also uses Atlassian’s Strategy Collection, particularly Atlassian Focus, for strategic planning. The leadership team uses Focus Areas to contain strategic items, and connect them down to our goals and projects. 

“Teamwork Collection gets us the most value from Atlassian because it brings work, knowledge, and communication into one place,” Rob explains. “If you’re bogged down in piecemeal tools, you’re setting yourself up for silos and context-switching.”

Loom for asynchronous, distributed collaboration

Loom both reduces meetings, and makes those that do occur more efficient by minimizing prep work and follow-up. 

Since adopting Loom, ServiceRocket has: 

• Eliminated 12,000 meetings and 6,000 hours of work per year

• 5-figure annual savings from Loom productivity gains

• 12x’ed marketing campaign productivity

• Eliminated average 1-3 follow-up questions per employee per meeting

• Saved an average 55 minutes per person after company announcements 

Human-first feedback, from close or far

Across ServiceRocket, Loom is the go-to for sharing feedback in a fast, personal, low-pressure way, helping ServiceRocket eliminate 12,000 meetings per year and 1-3 follow-up questions per employee after every meeting that does happen. 

Through Loom, feedback flows between many levels of the organization: 

• One-to-one feedback: Team leaders can provide quick feedback with a Loom, rather than waiting hours or days to align on a meeting time. 

• Many-to-one feedback: Confluence and Loom make it easier to collect feedback from multiple people or teams. Teams share one Confluence page, and invite everyone to walk through it on Loom and share their thoughts. 

• Asking for feedback: It can be intimidating for junior team members to request feedback. Loom reduces that barrier, providing a low-pressure way to share work for review without asking for time out of their manager’s day.

Nuanced search and visibility with Rovo

Atlassian Rovo, and ServiceRocket’s Teamwork Graph, elevate the value of their other Atlassian apps. “You need to understand how everything in your organization connects. That’s what Teamwork Graph and Rovo deliver,” says Rob. 

Rovo Agents search with nuance, extracting answers from anywhere in this graph. That reveals patterns and opportunities that teams might miss – especially given ServiceRocket’s globally distributed structure. 

So far, ServiceRocket has explored Rovo use-cases like: 

• Connecting to ServiceRocket’s CRM, so employees can ask questions about customers and their history through one agent interface 

• Asking Rovo “what should I be working on?”, so it can analyze needs, projects, or issues outside team members’ immediate scope of perception

• Generating customer proposals, based on their unique needs and ServiceRocket’s solutions, in hours rather than days

• Getting more from meetings by analyzing Loom transcriptions and sharing key findings across teams

Teamwork Collection for HR Operations

Teamwork Collection powers every stage of the ServiceRocket employee life cycle. “The way that we treat customers is the way that we like to treat our talent,” says Colleen Blake, Chief Operating Officer. “Using the same tools for working with customers as employees helps us make sure we’re keeping a strong, consistent culture and brand.” 

• During the interview process, hiring managers record a Loom video for candidates, breaking the ice and getting basic questions out of the way.

• Once employees are hired, Jira tracks onboarding workflows like provisioning equipment and assigning licences. 

• On their first day, new hires record a Loom video or write a self‑intro blog on Confluence. 

Teamwork Collection creates collaborative, customer-first flows for marketing, sales, and support

Teamwork Collection is foundational for ServiceRocket’s marketing function. Loom alone has 12x’ed marketing campaign productivity.

“At past companies, other teams wouldn’t understand the systems we used,” says Sarah Brown, Vice President of Marketing. “It’s been empowering to use Confluence, Loom, and Jira together, because it’s a system we share with the entire company.” 

For example:

• Customer Marketing can request feedback from legal on a customer story within the story’s work item. “Communication becomes seamless, because we get feedback right where we work,” Sarah continues.

• Marketing teams manage their work as sprints in Jira. “Sprints aren’t just for technical teams – they’re for marketing and business teams too,” she says. “A sprint is just a way to track work so every person is as productive as possible.”

• It’s easy to tie work to strategic goals, such as connecting campaigns to financial systems to measure their ROI through methods like new pipeline and bookings. “That’s every marketer’s dream – it’s the holy grail,” shares Sarah.

Loom for customer communication

By adding Loom to their customer communication toolkit, ServiceRocket has seen massive productivity gains. 

Sales teams used to struggle with outbound email and calls. Now, they often send a Loom instead. With Loom, reps reach customers faster on their own schedules, garnering more engagement and responses. 

Support teams also repurpose training content, like webinars, into a library of short Loom videos on common topics and questions. When working with customers, support staff can share videos that address their questions and concerns.

Teamwork Collection for c-suite communication at scale

Loom provides an efficient way for busy senior leaders to share and receive information. Rob often uses it to send personal updates to the entire company. “Writing a chat message doesn't share the emotion,” he says. “Loom is a way to get across the core concepts and feelings of what you want to say.” Other leaders, like Colleen and Sarah, use Loom in a similar way for policy or strategy announcements. 

This technique has helped the company feel closer and more connected. “Imagine having the CEO in your living room,” says Sarah. “It brings a level of authenticity that leaders strive for. We haven’t found another format quite like Loom for that.” 

Because these Loom updates are rich with more personality and context, ServiceRocket now saves an average of 55 minutes per person after company announcements, because fewer follow-up clarification is required. 

Loom also provides a faster way to request approval or input from leaders. “If I need the VP of Sales to weigh in on a campaign, I don’t just send her the document – I create a quick Loom giving her context,” says Sarah. “Then she can really digest the concepts and record her thoughts without back-and-forth scheduling.” 

Un futuro brillante en términos de crecimiento y colaboración

"Estamos viviendo un gran momento con el ecosistema de Atlassian", afirma Rob. "Estamos creando un centro de excelencia de Atlassian para toda nuestra empresa y trabajando para sacar el máximo provecho a la IA, Rovo y Teamwork Graph".

ServiceRocket y Atlassian seguirán creciendo juntas. Mientras que los equipos ayudan a los clientes a crear sistemas de Atlassian que les aporten valor, los departamentos internos (de finanzas, RR. HH., ventas e ingeniería) seguirán aprovechando sus propios recursos de Atlassian.