At a Glance

Industry

Enterprise Software Solutions

Challenges

Inefficient workflows, siloed collaboration between Engineering andSupport, high SaaS costs, limited visibility into service metrics

Solution

ITIL-aligned process redesign, Jira Service Management (JSM) implementation, cross-functional collaboration frameworks

Services

Consultation and Implementation

"Saasgenie helped us revamp our post-sales implementation and support processes, solving issues like project creation delays, tracking inefficiencies, and margin overruns. Their expertise in the SaaS space, along with a detailed fitment and benchmarking report, made tool selection seamless and saved us considerable time and resources. Thanks to their recommendations, we've achieved greater operational efficiency and are set up for long-term success. I highly recommend Saasgenie as a trusted consultation partner."

Aarthi Ramesh,
(Chief Customer Officer) , Azentio

Key Challenges:

Inefficient processes for manual handovers between engineering and support.

Delayed issue resolution leading to lack of real-time tracking for SLAs.

Rising costs due to redundant tools leading to unnecessary SaaS expenses.

Fragmented visibility that limited insights into service requests, bug trends, andonboarding performance.

Why Azentio Chose saasgenie

Azentio needed more than just an IT consultant—they required a strategic partner to streamline workflows, improve team collaboration, and optimize tool usage. saasgenie’s methodical, ITIL-aligned approach and deep expertise in ITSM transformations made them the obvious choice.

saasgenie modernize Azentio’s post-sales service management using a structured, ITIL-aligned approach, focusing on 3 key phases:

1. Operational Baseline Analysis

We examined Azentio’s existing workflows, identifying inefficiencies and bottlenecks.

Process Mapping – Documented current workflows, identifying roadblocks anddelays.

Value-Added Taxonomy (VAT) Exercise – Classified activities as value-adding, necessary, or wasteful.

Root-Cause Analysis – Used Ishikawa diagrams to pinpoint issues in SLAs, CR management, and Engineering-Support collaboration.

2. Solution Design Workshop

Armed with data-driven insights, we re-engineer Azentio’s workflows with ITIL bestpractices

Streamline Engineering-Support collaboration with structured workflows.

Improve SLA compliance through real-time dashboards for enhanced servicerequest tracking.

Standardizing ITSM to consolidate their tech stack and reduce costs.

3. ITSM Tool Fitment Analysis & Competitive Benchmarking

Time for a Fitment Analysis, to select the right ITSM solution for Azentio:

ServiceNow – Feature-rich but expensive.

Freshservice – Lacked deep DevOps integration.

Jira Service Management (JSM) – The perfect choice due to:

Seamless integration with Azentio’s existing Jira, DevOps, and Confluence ecosystem
Better collaboration between Engineering & Support with built-in DevOps workflows.
Cost efficiency, reducing reliance on multiple ITSM tools

Jira Service Management (JSM) emerged as the best-fit solution.

The Transformation

How We Achieved It

saasgenie streamlined Azentio’s post-sales service management with a structured, ITIL-based approach.

Workflow Analysis: Identified inefficiencies through process mapping and root-cause analysis.

Workflow Redesign: Automated escalations and improved tracking with real-time dashboards.

ITSM Implementation: Adopted Jira Service Management for better integration,collaboration, and cost savings.

Faster resolutions, improved collaboration, and reduced costs powered Azentio’sseamless digital transformation.

Currently, Azentio is implementing Jira Service Management with saasgenie, unlocking a fully optimized, scalable post-sales service ecosystem.

How saasgenie Led Azentio’s Digital Transformation For Scalable Service Management!

ARR saved by eliminating redundant SaaS tools.