How Arvato Systems Saved Time and Money Using Backbone Work Sync

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html_meta_title	How Arvato Systems Saved Time and Money Using Backbone Work Sync
html_meta_description	Arvato Systems improved ITSM efficiency by replacing Jira automations and middleware and auto syncing tickets across Jira and JSM projects.
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navEntryName	Arvato Systems Bertelsmann
title	Backbone Work Sync for Jira
navigation_breadcrumb	Backbone Work Sync for Jira
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header_bg_color	yellow-y400
header_label	Customer Success Story
header_heading	How Arvato Systems Saved Time and Money Using Backbone Work Sync
header_text	Arvato Systems improved ITSM efficiency by replacing Jira automations and middleware and auto syncing tickets across Jira and JSM projects.
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header_button	Book a demo
header_button_secondary	Learn more about Backbone
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customerData_main_text	Arvato Systems (Bertelsmann group) has dozens of interdependent Jira Software and Jira Service Management (JSM) projects. Moving tickets and keeping them all in sync proved time-consuming, labor-intensive, and prone to errors. They experimented with Jira automation and middleware software before discovering Backbone Work Sync for Jira, which helped them automatically sync tickets across different Jira and JSM projects.
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customerData_numbers_1	{{3400}}<+> Jira users
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customerData_numbers_3	{{96}}<%> savings in time spent on configurations
customerData_numbers_4	{{60}}<+> Jira projects synced using Backbone
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customerData_aside_1_heading	Use Cases
customerData_aside_1_text	IT Service Management Jira Software to JSM Syncing
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customerData_aside_2_heading	Favorite Backbone Features
customerData_aside_2_text	Easy (custom) field mapping Simplicity of setup & maintenance Public/Internal comments & attachment syncing
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customerData_aside_3_heading	App Used
customerData_aside_3_asset_pages	BAC - Product - Backbone Work Sync for Jira
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customer_heading	Powered by Backbone Work Sync
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requestDemo_text	Find out how Backbone can help scale your operations with reliability and flexibility.
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Arvato Systems , part of the Bertelsmann-owned Arvato Group, supports enterprises globally in digital transformation. They develop IT solutions and help customers transition to the Cloud, integrate digital processes, and manage IT operations. Partnering with AWS, Google, Microsoft, and SAP, they leverage advanced technologies to enhance their customers' experience.

Already benefiting from Jira Software on Cloud, Arvato Systems added Jira Service Management (JSM) to streamline customer service. This move freed up resources and budget, leading to great results. The next challenge was syncing teams across Jira Software and the new JSM projects.

Stuart White, Senior Consultant at Arvato Systems, and Laura Birkheuer, Senior Consultant and integrations expert, explored various tools to connect Jira and JSM projects before trying Backbone Work Sync for Jira.

Behind the Scenes: Multi-layered Jira Project Management

Arvato Systems uses dozens of internal Jira and JSM projects for various departments at Bertelsmann. These projects manage departments like HR service delivery, facilities, and vendor management. The most common ones are customer support and development services, handling feature requests and bug reports through JSM projects.

Multiple support teams often work on a single product. Usually level one support can resolve some queries within JSM, but other queries need escalation to second or third-level support from more senior development teams working in separate Jira Software projects.

The Challenge: Keeping Different Jira Projects in Sync

The main challenge was keeping information between Jira and JSM projects up-to-date. Initially, they manually copied updates across projects, but this was time-consuming, labor-intensive, and error-prone. Buying additional JSM agent licenses for Jira Service Management users also increased subscription fees. 

Arvato Systems also tried various other solutions, like Jira automations and custom middleware.  However, once they started using Backbone Work Sync, it proved significantly faster, easier, and cheaper. The feature-rich experience of Backbone ensured that Jira work items are always up-to-date and accurate, benefiting both internal and external customers by improving operational efficiency and slashing costs.

What Made Arvato Systems Opt For Backbone Work Sync for Jira?

Both Laura and Stuart found Backbone Work Sync highly valuable.

Stuart shares,
”As an IT company and enterprise customer, we have a lot of interfaces, and we have a lot of tools to connect these interfaces. When it comes to Jira to Jira sync, Backbone Work Sync is the quickest way to build an interface between two projects or even two different instances.”

The ease of configuration and flexibility were crucial for Stuart and Laura.

Stuart adds,
"Backbone Work Sync is super easy to configure; our users can even do this themselves. It takes us a few hours at most to set up Backbone, whereas, in comparison, it takes multiple days to set up a middleware interface. You can also move the tickets manually or use automations, but these options are not nearly as easy and powerful as Backbone Work Sync."

The Backbone Advantage: Arvato Systems’ Favorite Feature

One of Backbone Work Sync's standout features for Stuart and Laura was the simplicity of setup and maintenance. Laura appreciated how straightforward it was to configure and edit connections and create field mappings, especially compared to other middleware and Jira automations they had used in the past.

Stuart added,

“Building a Backbone configuration to synchronize Jira projects takes half a day at most, and the alternatives, such as using a middleware via the REST APIs, are very high effort in comparison. We can see up to 96% savings using Backbone Work Sync."

Backbone Work Sync can easily sync all types of work items and associated (custom) fields, comments, and attachments. It also allows choosing between internal and public comments, a feature praised by Stuart.

Improving ITSM and Customer Service Efficiency

Backbone Work Sync has simplified internal project synchronization for Arvato Systems, reducing manual effort. Its ease of use and powerful features make it a crucial component of their operations, helping them deliver more value to customers.

Interested in streamlining customer service and reducing ticket resolution times? Book a demo with our product manager or try it for 30 days for free.