Brio Management – From emails and scattered tools to a unified, automated service ecosystem

Overview

Brio Management serves multiple internal teams and external clients. As the company scaled, requests arrived via emails, chats, and disparate tools — making prioritization, accountability, and reporting difficult. Atlassway implemented Jira Service Management to create a unified Enterprise Service Management (ESM) platform with ITIL-aligned workflows, automation, and clear metrics.

Challenges

Requests scattered across email, chat, and shared inboxes
No standardized workflows, SLAs, or escalation rules
Limited visibility for managers on service quality and workloads
Knowledge fragmented; repeated questions to IT & operations teams

Solution — ESM & ITSM on JSM

Enterprise Service Management (ESM)

HR — onboarding, offboarding, leave requests
Finance — expense approvals, vendor onboarding
Facilities — maintenance, room/equipment booking
Legal — contract review requests
Operations & Marketing — internal requests and project workflows

IT Service Management (ITSM)

Incident, Problem, Change, and Service Request management
Configuration & documentation in Confluence
Strict role-based access & ownership

Intelligent Automation & Collaboration

SLAs: Time to Resolution & First Response tracked for every service
Escalations: 3 levels with automated alerts to agents and managers
Chatbot agent: Answers KB content, creates tickets, and hands off to live agents
Microsoft Teams: High-priority tickets posted to channels for faster collaboration
CSAT: Built-in satisfaction surveys on closed requests

Confluence Knowledge Base

Microsoft Teams Integration

Chatbot Agent

Implementation Highlights

Branded Portals	Unified portals for internal teams and customers with clear service catalogs
Strategic Workflows	Escalation on 3 levels; automated notifications on SLA breach
Knowledge Base	Confluence integration to reduce ticket volume through self-service
Automation	Smart rules for assignment, priority, and manager alerts
Chatbot	Instant answers, guided ticket creation, and live handover
Teams Integration	High-priority tickets posted directly to Microsoft Teams channels
Dashboards	KPI views (SLA, resolution time, satisfaction trends)

Results

%↓

Avg. resolution time

%+

SLA compliance

%↓

New tickets (KB + chatbot)

%

Service visibility & ownership

Escalation levels automated

24/7

Portal + chatbot coverage

“Atlassway turned our support chaos into a connected service experience. Everything is traceable, automated, and transparent — and our teams finally collaborate efficiently.”

— Ciro Jaen Paniza, IT Director · Brio Management

Brio Management – From emails and scattered tools to a unified, automated service ecosystem — powered by JSM

Brio Management — Enterprise Service Management with Jira Service Management