ServiceRocket
Empowering Organizations to Achieve More

A software company that sought to expand into device development recently faced major obstacles in navigating their vast supply chain.

The situation was made more complex as multiple external partners used different proprietary systems to manage projects. The company needed a robust mechanism that connected product managers with ongoing manufacturing efforts across numerous locations, languages and technologies, all while safeguarding proprietary information.

Recognizing the need for deep expertise in Jira and project collaboration, the company turned to ServiceRocket, a leading tech-enabled global services company. Founded in 2001, ServiceRocket is known for its ability to optimize and maximize the utilization of complex software applications and for its Atlassian expertise.

ServiceRocket’s team responded by creating a coordinated system that improved team collaboration across all external vendors. Leveraging the power of Atlassian’s Jira platform, their engineers tailored and augmented a solution that met the company’s specific needs.

Critical to the project’s success was the ability to filter out proprietary information while monitoring progress, and facilitating seamless and detailed project collaboration on specifications and schedules.

The result: delivery of a centralized hub that generated seamless collaboration and information-sharing across diverse sources and suppliers. The client successfully overcame inherent challenges in their critical project and unlocked a new level of productivity and coordination.

Over Twenty Years as an Atlassian Partner

With over two decades experience, ServiceRocket is well-versed in building solutions that solve critical challenges, solutions that maximize the value companies of all sizes get from their software.

“Whether we’re working with a new startup or with long-standing partners like Atlassian, Meta, and Salesforce, our mission is the same: to be the single most reliable partner in the acceleration of your growth. We do that by putting the customer first and taking a practical approach that leverages our deep knowledge as an Atlassian partner,” says Rob Castaneda, CEO and founder of ServiceRocket.

A Customer-Centric Approach

With its experienced team of global Rocketeers coordinating across five continents, the company provides 24/7 support and prioritizes sharp, iterative engagements that address unique requirements. “Our capabilities enable companies to fully realize the value of their investments,” adds Rob.

That strategy is backed by ServiceRocket’s five core values, including #DelightTheCustomer.

“The accolades that customers regularly give us across solutions and services tells us we’re on the right track,” says ServiceRocket Chief Customer Officer Peter Marquez.

Armed with deep expertise as an Atlassian Platinum Solutions Partner, ServiceRocket helps businesses implement, support, and manage the use of their software applications with consulting, training and managed services.

A key factor that drives the firm’s success is its approach to asking questions that are critical to evaluating the full potential of a client’s IT assets, technology use, and process efficiency. Those conversations often uncover valuable opportunities.

"IT Resource Management is a Complex Landscape. with ServiceRocket By Their Side, Companies have a Dedicated Partner, No Matter the Obstacles"

“A customer recently spoke with us about the complexities involved in Confluence migration,” recalls Waseem Elfaouri, Senior Representative, Customer Solutions, who works with ServiceRocket’s Australian team. “Our questions also led us to understand why they haven’t moved from server to cloud when they already have an existing Jira instance in the cloud and provide an appropriate solution.”

This customer-centric approach is fueled by another ServiceRocket value, #ShareTheKnowledge.

“A client, who is a leader in the connected technology industry, recently experienced tremendous growth in their Jira adoption,” notes Isabel Quintero, Professional Services Manager who is based in Seattle, Washington. “The result meant Enterprise Support resources were being consumed at twice the expected rate, leaving our stakeholders with having to request additional budget.”

We Meet Customers Where they are With Practical Solutions that Prioritize Sharp, Iterative Engagements, So They Can Quickly Capture the Value of their Investments

Rather than simply issue an SOW, the ServiceRocket team shared insightful analytics into Helpdesk trends and forecasts to recommend short term scalable solutions better suited to handle sudden growth. “We consider scalability in every conversation,” says Isabel. “That enables us to deliver on our brand promise, #WeGotYourBack.”

Not surprisingly, this customer’s long standing partnership with ServiceRocket continues to flourish and grow, a relationship that’s rooted in Atlassian know-how and a customer-centric approach.

A Rich History as Atlassian Platinum Partner

ServiceRocket’s connection with Atlassian began over 20 years ago. In fact the two companies were founded in Sydney, Australia at about the same time (ServiceRocket in 2001 and Atlassian in 2002).

By 2003, the two company’s founders were collaborating. ServiceRocket was one of the first users of Confluence and offered training in Jira. Based on ServiceRocket’s expertise in Jira and Confluence, ServiceRocket signed Atlassian's first partner agreement.

In 2005, ServiceRocket expanded to Kuala Lumpur, opening a technical support desk using Jira (now Jira Service Management) to meet growing demand for Atlassian’s customer support.

ServiceRocket innovation extended to creating plug-ins and apps that enhanced the value and capabilities of Atlassian tools. Prior to Atlassian opening its successful marketplace, ServiceRocket proved the marketplace model by distributing their first apps. In 2010, ServiceRocket introduced connectors for Salesforce/Jira and Salesforce/Confluence, tools that brought two leading ecosystems together.

As Atlassian began to establish its presence as a cloud service provider, ServiceRocket began helping customers migrate to the cloud. By 2018 ServiceRocket had helped over one hundred Jira customers migrate to the cloud with the Connector for Salesforce/ Jira Cloud.

Early engagement with Atlassian made ServiceRocket the ideal partner to solve challenging business problems with Atlassian tools. Many years on, it has provided thousands of companies with quality training and four-star support and implementation for Atlassian customers worldwide.

Today, that legacy continues as an Atlassian Platinum Solution Partner with Specializations in ITSM and Cloud.

“Our team drew on years of experience and completed the requirements in an amazingly short amount of time,” says Kharisma Moraski, VP Partner and Customer Solutions. “That speaks to our strength and commitment as an Atlassian partner and to our expertise in ITSM.”

ServiceRocket’s certification in Platinum level Cloud Specialization represents years of proven success. “We’ve delivered hundreds of Atlassian cloud implementations and migrations,” notes Peter, “and we're ready to deliver successful migrations and transformations on demand.”

ServiceRocket’s commitment extends to sharing best practices with customers that leverage Atlassian’s Jira Service Management (JSM) platform, as well as Jira, Confluence and other Atlassian tools.

“IT resource management design and delivery is complex and presents many challenges. However, with ServiceRocket by their side, companies can rest assured they have a committed partner dedicated to their objectives and the success of their stakeholders, no matter the obstacles,” says CCO Marquez.

A Vital Ecosystem of Services

ServiceRocket offers a comprehensive suite of services. While its Technology Services are designed to help companies optimize resources and connect systems to enable seamless collaboration and workflow efficiency, its Platform Services are focused on helping SaaS companies deliver the services their customers require to succeed.

This allows software companies to focus on their core competencies while leaving the day-to-day support, implementation and training to ServiceRocket. Their experts provide SaaS companies with the peace of mind that comes from knowing a team of service professionals have their back.

CEO Castaneda and his team make it clear, “We don’t expect to be your only partner. But we do commit to being your most reliable partner delivering confidence and accelerating growth.”