At a Glance:

Crocs sought to accelerate innovation and redefine the customer experience by partnering with 6kites to deploy Jira Software and Jira Service Desk for its teams.

Reshaping the Customer Experience

It’s rare to see a shoe brand disrupt the market the way Crocs has. Over the years, Crocs has introduced lean manufacturing, data analytics, and a robust e-commerce system in its ongoing quest to innovate comfort technologies and the customer experience. Most recently, Crocs deployed Atlassian software across its web services and e-commerce teams with the goal of enhancing internal operations, collaboration, and growth.

The Crocs team partnered with 6kites to plan and implement Jira Software Cloud for operations management. Based on our recommendation, the company also rolled out Jira Service Desk for its project intake needs.

Synchronizing Teams Across Jira Software 

As is typical with DIY enterprise software deployments, Crocs quickly stumbled upon Jira workflow inconsistencies and configuration challenges across different teams.

Led by internal advocates, the initial Jira implementation at Crocs resulted in conflicting workflows and configurations. Team members introduced their own Jira practices, and management grappled with growing resistance. From product development to project management and other teams, everyone was uncertain of how teams could work best together on Jira. 

6kites took the implementation back to the drawing board. We started out by identifying the unique requirements across all business functions. Based on our assessment, we worked with each team to standardize custom fields, issue types, and other project configurations, while setting up the right workflows to replicate current processes. It was particularly important to accommodate customer support teams on Salesforce and teams that manage special product initiatives. 

Crocs now has the ability to align their Jira workflows and standardize project management, regardless of line function. Another major implementation was Jira automation, which leverages unique customizations to enable Crocs to do more with less in Jira. More on that below.

Transforming Service Management with Jira Service Desk

Innovation-driven businesses understand the importance of building competitive advantage through their software tools. This means going beyond out-of-the-box solutions to innovate, automate, and scale solutions that enhance organizational agility.

Beyond Jira Software, we could see the potential to further enhance Crocs’ innovation workflows with Jira Service Desk. Previously, Crocs used a Google form to provide a product-intake channel where anyone on the team could submit innovation ideas or report bugs. The product manager would then review these inputs and create Jira tickets for development. This manual submission-acceptance process slowed down the innovation train. 

6kites’ transformation consultants replaced Crocs’ Google form with a more powerful ticketing system built using Jira Service Desk. To reduce friction between ideation and development, we enabled auto-triage of Service Desk requests. All tickets are now routed to the appropriate assignee based upon request types. There’s no need to manually assign tickets in Jira, and project managers can easily track and ensure accurate statements of work.

Ongoing Support for Atlassian at Crocs

In less than two months, 6kites helped Crocs deploy Jira Software and Service Desk. Following the implementation, we assisted Crocs with driving successful adoption through our Exceptional Support Plan for Atlassian, which includes user training, governance, and ongoing health checks.

Crocs is thrilled to now have a powerful system that can accelerate its innovations. And we’re excited to be Crocs’ trusted partner on this exciting journey with Atlassian.

Want to learn how you can transform your business with Atlassian software? Get in touch with us today!

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