Efficient complaint resolution is critical to maintaining trust and compliance in manufacturing and service environments. When a global HQ decommissioned its legacy complaints system without a replacement, local factories were left without an efficient way to track, escalate, or resolve customer and agent complaints.
Key Challenges
Urgent need for complaint tracking infrastructure
Following the unexpected removal of a company-wide complaints platform, the client required a rapid deployment of a lightweight, fully functional alternative to:
Handle complaints submitted by agents and customers
Maintain visibility over complaint progress and resolution timelines
Customize workflows, fields, and roles based on local business needs
Integrate with SLA tracking and escalation logic
Key components delivered
Agile Implementation of JIRA ITSM cloud for complaints management
Seargin designed and delivered a turnkey JIRA ITSM Cloud solution, ensuring rapid deployment and full business alignment.
- Full project ownership
- • Managed end-to-end by Seargin’s team, including a dedicated Business Analyst and JIRA Engineer.
- • Conducted workshops to gather business requirements and assess pain points.
- Workflow mapping & system architecture
- • Developed activity and use case diagrams using Visio to document complaint lifecycle.
- • Captured complaint paths across departments and users to build an optimal issue flow.
- System configuration
- • Deployed JIRA ITSM Cloud (Standard Edition).
- • Integrated with: ScriptRunner for advanced workflow scripting, JIRA Toolkit Plugin for custom field behavior.
- System customization:
- • Issue types (e.g., Agent Complaint, Customer Feedback).
- • Custom fields, issue screens, and workflows.
- • Access controls, ensuring role-based visibility.
- • Email notifications and SLA-based escalation triggers.
Business results
Efficient, transparent complaint management restored
End-to-End complaint tracking
Users regained the ability to submit, track, and resolve complaints in a structured and time-bound manner.
Real-time dashboards and KPI monitoring
Integrated dashboards offered clear visibility into ticket volumes, SLA compliance, and backlog trends.
Automated escalation based on SLA
ScriptRunner enabled workflow rules that automatically escalated tickets nearing SLA deadlines—boosting responsiveness.
Validated, rule-based business workflow
Data integrity was reinforced with step-by-step validation and dynamic form rules, ensuring consistency and accountability.
