The Company has a large Confluence implementation. They wanted to improve the quality and responsiveness to employees and partners when tracking and resolving issues.

Business Situation

The Company has far-flung operations with dozens of locations dispersed throughout the world. They have a large Confluence implementation using Active Directory. Employees report issues with their computers, rugged laptops, smart phones etc. in an ad-hoc manner. Keeping track of these issues and notifying employees of progress in solving them is a manual and expensive task.

Challenges

• Issues are reported via a variety of mechanisms from email to phone calls from the field.
• ITS support staff spends a significant amount of time fielding calls from users asking about the status of their issue.
• Internal users are familiar with Confluence; the company has already made significant investments in licenses and training employees to use Confluence.
• Deploying forms/workflows in a different system such as SharePoint was too complicated and expensive.

Why frevvo Live Forms

• frevvo's track record of successfully delivering forms/workflows in Confluence together with our partners.
• User information, forms, workflows and task lists are fully integrated with Confluence.
• The Drag & Drop Forms/Workflows Designer is easy to use by non-programmers which reduces ITS development and maintenance costs.
• The task list built-into Confluence gives support staff a unified view of pending issues.
• Employees can easily view the status of their issues in Confluence.
• Once an issue is resolved, frevvo automatically generates an FAQ page in Confluence.

The Results

A quality solution was delivered in record time at a very affordable cost. Less technical staff within ITS can create and maintain the forms and workflows.