How Unifly improved reporting efficiency and transparency on JSM with Jira charts & dashboards

Unifly is a European software company that streamlines the safe integration of drones into airspace. With customers ranging from air navigation service providers, port authorities, and drone registration bodies, Unifly’s Unmanned Traffic Management (UTM) platform safely integrates drones into the airspace by connecting authorities & drone pilots.
Emanuela Persig, Team Leader for Support and Testing, manages a team that is responsible for testing and supporting multiple platforms, including a portal for operators, a supervisor application, an administration portal, and a mobile app. Emanuela and her team use Jira Service Management (JSM) to create a weekly management report and build customer reports that provide full transparency of their tickets and requests. When it comes to ticketing requests, her team manages the initial response times and the overall time it takes for engineers to resolve the requests.

“One of our primary company values is to create trust through transparency. Whether good or bad, transparency towards the customer has to be there.”
-Emanuela Persig, Team Leader for Support and Testing, Unifly

One of the main challenges the team experienced was the manual process of creating customer reports each month. Each report took around 2 hours to create and required multiple exports and screenshots.

“I had to take the data from one side, export the data from another side… It really took some time.”
-Emanuela Persig, Team Leader for Support and Testing, Unifly

The team’s priority quickly shifted to finding a more efficient way to view and report on insights. So, the team headed to the Atlassian Marketplace in search of an app that could help them save time and create reports more quickly.

Emanuela’s team found and tried Dashboard Hub for Jira – Reports & Charts. After a simple onboarding, they quickly found the app useful. It empowered them to customize widgets to display their required data points such as SLA breaches, total number of tickets, a ticket’s progress status, high priority tickets, and the number of bug requests.

Example of a Unifly Support dashboard

“It was self-explanatory. I could easily go through everything even without reading the manual. I think that it is very important to have software that is very easy to use and that visually helps.”
-Emanuela Persig, Team Leader for Support and Testing, Unifly

The app made it simple to set up and customize data points, so her team was able to quickly create reports and use the time saved on other efforts. Emanuela and her team could now easily visualize customized data points through graphs and charts, simplifying reporting both internally and externally for clients. They could quickly send weekly reports to other departments and share dashboards with customers outside their Jira instance, increasing transparency by allowing those clients to access their own data and export it.

Example of a Success Solutions customer dashboard

“I was immediately very happy because now every customer can receive their own unique URL to check their SLA and access all their reporting information at a time that’s convenient for them. This is the full transparency we were after.”
-Emanuela Persig, Team Leader for Support and Testing, Unifly

Emanuela loves having more accessible dashboards, reports, and charts, and a quicker reporting process; plus, she appreciated the hands-on customer service provided by the Dashboard Hub team. She could effectively serve her team’s needs by making feature requests to the Dashboard Hub team when needed.

Dashboard Hub for Jira – Reports & Charts solved the need for more efficient reporting by minimizing time spent on creating and sharing manual reports. The app also provided a better way to view their data with powerful dashboards and charts.

If you’re interested in eliminating your manual work for customer reporting and building custom dashboards and charts like Unifly did, try Dashboard Hub for free today!

Last updated: 2023-07-31

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