Case Study
UST helped an insurance company automate workflows between Jira and ServiceNow, real-time synchronization cuts 15-20 minutes off each task
OUR CLIENT
Founded more than a century ago, this insurance provider offers a wide range of coverage options for personal, business, and specialty protection needs. The company operates through a network of independent agents, ensuring personalized service tailored to the specific needs of each client. With a focus on innovative technology solutions, the company employs more than 2,000 people and generates approximately $2 billion in annual revenue.
THE CHALLENGE
Lack of integration between ServiceNow and Jira caused errors, miscommunication, and delays
The insurance company struggled with manual processes to create and update Jira tickets and maintain current, reliable information in its ServiceNow application. Since there weren’t automated integrations between ServiceNow and Jira, employees had to transfer information between the two systems manually. The time-consuming manual interventions caused task fulfilment delays and introduced a high risk of human errors. The data discrepancies often led to miscommunications that negatively impacted projects. This inefficiency was particularly problematic in high-pressure situations where quick and accurate updates were crucial for maintaining project momentum.
The manual process delays also slowed response times to customer requests and internal changes, causing dissatisfaction among stakeholders. In addition, the time-consuming tasks diverted attention away from more strategic efforts. As the volume of work increased, these inefficiencies became more pronounced. The client needed a ServiceNow to Jira integration to automate the flow of information between the two systems, eliminate manual updates, ensure timely, accurate task fulfilment, and boost employee productivity.
THE TRANSFORMATION
Task automation between Jira and ServiceNow eliminated errors and boosted productivity
UST integrated ServiceNow and Jira to automate creating and updating Jira cards. As users encounter problems, incidents, or need a specific task handled, they report the issue in ServiceNow. This action automatically triggers the creation of a corresponding Jira card with all relevant information. The Jira-ServiceNow synchronization automatically reflects updates in real time, which is crucial for maintaining accurate, up-to-date information across systems and teams.
As Jira tickets are resolved, employees can close them in either platform, with the resolution automatically reflected in the counterpart system. Since employees no longer have to switch between systems, this real-time data synchronization further streamlines operations, reducing the risk of redundant work or missed tasks and accelerating problem-solving and decision-making. This automated workflow between Jira and ServiceNow facilitates more effective collaboration and operational efficiency because people can work on their preferred platforms and stay fully informed about the status of tasks.
THE IMPACT
Operational efficiency reduced task resolutions by 15-20 minutes
The ServiceNow-Jira connector helped the insurance company shave 15-20 minutes off each ticket resolution cycle—a dramatic productivity boost. The company also achieved these business benefits:
- Accurate, real-time data updates—thanks to the bidirectional data flow between the two platforms that eliminates human errors
- Faster issue resolution—because the real-time updates enable people to respond to tasks more quickly
- Enhanced employee experiences—because users no longer need to worry about data discrepancies between systems, enabling them to focus on core tasks
- Better resource utilization—since the productivity gains allowed people to turn their attention to other, more strategic initiatives
RESOURCES
https://www.ust.com/en/what-we-do/strategy-implementation-operations