Yale School of Management + Atlassian
How Yale School of Management meets lofty service expectations in higher education with Atlassian
New Haven, Connecticut
Number of Users
33 IT employees
So SOM’s IT team began exploring ways to achieve higher levels of service, help the school expand its global reach with higher-tech experiences, and build a customer-centric IT culture. After surveying potential options, they discovered Atlassian would meet all of their immediate and future needs. Confluence would serve as their knowledge base, as well as a hub for documentation and collaboration. Jira Service Desk would enable IT and other departments, including Digital Communications and Business Operations, to better track requests and reduce time to resolution. Plus, Jira Software would help DevOps keep track of the increasing number of service requests stemming from SOM’s growing student population and project workload.
Since implementing Atlassian, SOM’s IT team has transformed the customer experience, inside and out. In addition to dramatically improving service to the Yale SOM community (to the tune of a 4.8 out of 5 satisfaction rating) and reducing the client services team’s time to resolution (by 57 percent!), they’ve also increased internal transparency and accountability while positioning SOM as a trailblazer for educational institutions around the world.
Deliver exceptional IT service, fast with Jira Service Desk
Audi’s 6,000-person Research & Development team collaborates seamlessly with suppliers from around the world.
Better customer support and faster resolution times help The Telegraph reach 25M users a month.
From a siloed start up to a team of teams, see how AppDynamic's business transformed.