How Glovo streamlined processes with the help of Atlassian tools

Challenge: The Glovo team needed a solution to streamline processes and improve response times to a range of internal requests for thousands of users across 25 countries.

Solution: Jira Service Management and Confluence allows them to track all requests through tickets, apply specific processes to each request, and link documentation to relevant tickets.

Impact: Atlassian tools speed up and simplify the service request process, decreasing average ticket lead time from nine to two days – savings equal to two full-time employees per year.

Glovo, a Spanish technology company founded in 2015, is a multi-category online delivery business with 3,500 employees. The organization’s digital platform allows users to order items from local restaurants, shops, and supermarkets and have them delivered to their doorstep.

The Glovo team partnered with Atlassian to optimize their business processes and enhance internal user experience.

Before implementing Atlassian tools, the Glovo team faced challenges gathering and managing internal support requests for thousands of users across 25 countries. They needed a solution to streamline processes and improve response times.

With approximately 50,000 tickets coming from multiple channels per year, requests took an average of two days to answer and nine days to fulfill. 

The Glovo team, working alongside ITSM-certified Platinum Atlassian partner Deiser, implemented Jira Service Management and Confluence to help them solve these challenges.

The tools have enabled Glovo to respond to internal user requests faster and better align teams and processes to improve collaboration and response time. 

The Glovo team tracks all requests through an intuitive ticketing system, which allows them to apply specific processes to each request and link documentation to relevant tickets.

They can also more efficiently manage project delivery, knowledge sharing, collaboration, and customer service.

“Atlassian enables companies like Glovo to make the most out of their enterprise service management processes. Our tools deliver what they need, improving employee efficiency in alignment with the company’s strategic vision,” says Alberto Colautti, Enterprise Advocate at Atlassian.

The integration between Jira Service Management and Confluence also allows Glovo to track and address requests more effectively. Automation tools give teams a better understanding of requester’s needs, allowing them to solve problems faster.

The Glovo team revamped its service management portal and encouraged all employees to open a ticket when they needed help or support. Average response times have dropped to just 2 hours (from 2 days), while most tickets are now closed within 24 hours (from 9 days).

"The main benefit of using Jira Service Management and Confluence is that everything is tracked through tickets, and you can apply a process to specific requests. On top of that, you can actually use Confluence to link your documentation to each request,” says Thomas Letemplier, Global Head of IT, Glovo.

Confluence enables Glovo's teams to seamlessly collaborate on projects and share knowledge. This streamlined cross-functional communication enables efficient project management and timely delivery of services.

There are other benefits too, as employees now have more time to focus on key priorities. “We don’t have to take care of maintenance, the migration, the upgrade, or the data center migration. We just need to focus on deploying the configuration that we want for internal services,” says Thomas.

Even though the number of tickets the team receives has tripled, Atlassian’s automation tools optimized internal processes so much that they’ve saved 4,000 hours per year; the equivalent of two full-time employees' time. 

“Using cloud removes all the overheads of infrastructure management, updates, reboots, feature updates and so on, which you usually need specific skillsets to manage. Instead, the team can focus directly on core services and bringing value to the company,” says Thomas.

The integration between Jira Service Management and Confluence Cloud also cut onboarding time in half for new employees, reducing it to one month from two months previously.

Set up for future success

Glovo's decision to opt for Atlassian cloud relieved them of maintenance, migration, and upgrade concerns, while ensuring they have built-in security, privacy, compliance and reliability. 

 “With Atlassian Cloud, Glovo can deliver even more value via its app. It can elaborate on knowledge sharing and collaboration via Confluence, improve project management and delivery via Jira Software and deliver outstanding internal and external customer service via Jira Service Management,” says Alberto.

With a focus on deploying configurations for internal services, the team can now channel their efforts into strategic initiatives and service improvement, setting a strong platform for continued success in the future.