Technology & Business

Use cases, Best Practices and our Experiences
taken from conducted 500+ IT projects
  • You should run a software-based company, and you should do it now

    by Wojciech Idzikowski Jan 05, 2018 0 Atlassian Jira Service Desk recomended

    I was having lunch at my grandma’s the other day. She is a polite old lady, and at some point asked me:

    Tell me more about what you do for a living?

    I’m responsible for marketing at InTENSO – I answered.

    She nodded and said: I know what it is. Marketing is about creating advertisements.

    My grandma concluded that one neighbor of hers who sticks posters on billboards is also marketer. She knew what marketing was about. As she was enjoying her lecture, I enjoyed my soup.

    It was a win-win situation, but I felt that something was wrong with what was happening. I realised that, in many cases, my 80+ yo grandma is no different that many CEOs.

    At the back of my mind, I had these two thoughts:

    • Many CEOs still perceive their companies as functional structures where every department is separated others. In each department, people have different responsibilities. The marketing department is all about creating commercials, finance about accounting, and management is about having a long discussions and making decisions that are executed by others.
    • Many CEOs don’t really care to listen carefully. Especially when it comes to customers. Some CEOs consider themselves so smart that no external data could change their mind. All they need is schedule some important meetings with important people in their companies, and to make major decisions on the basis of opinions rather than accurate information.

    Now, all this works fine – but only in a short-term basis. Collecting data is difficult and analyzing it in a productive way might be a problem when CEOs are busy attending “important meetings”.

    Instead, CEOs should be asking themselves about what customers really think and what is happening on the market.

    If you’re not software-based company, prepare to leave the market

    Until today, I’ve worked with almost 50 companies. Most of the time, I did that as a business consultant.

    Since I had all the access to sensitive information about these companies, I can tell you with full certainty that the companies which were running their business without any data or poor data, will go bankrupt soon.

    And that’s because I strongly believe that:

    All businesses without proper technologies for gathering data will be definitely left behind their competition.

    Even if you are hard-working and enthusiastic about your business, it doesn’t mean you’ll be lucky forever. Making good business decisions is now based on acquiring and analyzing the right data.

    Being able to make good decisions is a skill in demand. But how are you supposed to make these decisions? It is impossible to make good decisions by default. You simply cannot make the right decision without any data or poorly collected information.

    So instead of talking about a skill like “the ability to make good decisions”, I would rather talk about “the ability to collect the right data and, on that basis, make good decisions”.

    Information technology rendered business data-driven like never before

    Software solutions are today responsible for gathering customer data, analyzing it to spot meaningful patterns, engage in predictive analytics to help managers decide about the future of the business, but also manage teams in the most efficient ways.

    It’s in that last area that Atlassian solutions have really changed the game in business.

    Thanks to their solutions, companies can now manage their teams or entire departments with a range of data-driven insights that boost their productivity and ensure that critical objectives are met faster.

    Here is a short breakdown of three critical solutions developed by Atlassian for team management, service operations, and knowledge management.

    Jira

    When I saw how Jira works for team management, I knew that I had to implement it at my department. Every task I wanted to be completed by my team could now be translated into a Jira issue.

    All the information relevant to the task – such as attachments, description, and assignee – is available directly in the issue, so I don’t need to organize meetings or send this information over email. All my team has access to these issues and can leave their comments. If something requires somebody’s immediate attention, they can use @mention.

    More importantly, I don’t need reports from my team anymore. As a manager running the department, I can see any time of the day how many tasks are left to be done and what is the current progress of selected projects. I also have access to a range of analytics tools on my dashboard that provide me with information about every aspect of work completed by my team.

    None of my team members can now offer me excuses about being busy because I know how many tasks they’ve completed and how many tasks they’ve got left. Thanks to Jira, the work at my department became more transparent and objective, allowing my team and I to see how much we’re able to accomplish every month.

    Jira Service Desk

    Customer interactions are key in today’s economy which is driven by insight into customer behavior. Being able to respond to customer queries in a timely manner is a factor critical to the survival of every business.

    Jira Service Desk is a platform that allows companies to connect with their customers in the easiest and most intuitive way. A service operations team can create a Customer Portal to enable customers easily leave their feedback.

    Thanks to various features of Jira Service Desk like SLA or queues, managing incoming requests is easier than ever. Teams can focus on providing great customer service instead of losing time on sorting through the incoming messages.

    Confluence

    Smart companies are also invested knowledge management. Nothing helps customers in need like a well-structured and comprehensive collection of information about a company product.

    That type of resource comes in handy for internal purposes as well, allowing team members to learn about an aspect of company operations without the need for training or instruction from their supervisors.

    InTENSO uses Confluence to aggregate data about company products, some of which is displayed for public viewing to help customers better understand our products and use them efficiently.

    Key thoughts

    Running a business without any data is a huge risk today.

    Companies need all kinds of software to help them acquire, process, and analyze the incoming data from their customers, market, and competitors. Lack of such IT tools will drive even the most successful business out of the market.

    That’s why I think every company is a software company today. Software matters more than ever before in company operations.

    It’s critical that companies find software that supports their operations the most efficient way. For me, Atlassian products are that type of software.

    If you’re interested to learn how products like: Jira, Jira Service Desk, and Confluence can help your company maximize its output, get in touch with our consultants or drop me a line at wojciech.idzikowski@intenso-group.com. You’ll be surprised how much Jira can change your game.

Wojciech Idzikowski Chief Marketing Officer

I believe that technology is the foundation of business effectiveness. Companies can choose from many IT solutions today, so the true unicorn is to find the way to transform “Technology Into Performance”. That’s the mindset of InTENSO, the company where I’m responsible for marketing. And what I take most pride on is that together we make 5 mln people’s work in 64 countries more efficient. Trying to answer this question, I write about business agility for those who are interested in increasing effectiveness. I’m fully aware of the fact that ‘agile’ is a buzzword, so I aim to be objective about it and base my articles on facts, not just fly on the wave of enthusiasm.

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IV Wydział Gospodarczy Krajowego Rejestru Sądowego KRS 0000223645