Use case: Ticket Escalation

Optimizing logistics around the world with tech-first solutions keeps costs low for customers and widens profit margins for suppliers. But tech-first solutions bring a problem all too common in the tech world: support tickets. Seko Logistics has teams of support agents dedicated to receiving, triaging, and managing these tickets out of ServiceNow, while the developers who fix the issues work out of Jira.

That meant developers and support agents had to hop back and forth between Jira and ServiceNow to get a complete picture for each support ticket. By deploying Unito, the team at Seko Logistics eliminated this constant tool-switching, unlocking more value for their customers.

Time-sensitive workflows slowed by tools

Resolving support tickets in a timely manner makes the difference between keeping a customer and losing them. Jira and ServiceNow both serve distinct roles in supporting customers at Seko Logistics, but many tickets required collaboration between teams in both tools. Without the right integration, these teams had to manually create issues in Jira and copy data back and forth between them and tickets in ServiceNow. That led to serious issues:

• Bottlenecks and slower response times.
• Increased costs from unnecessary Jira and ServiceNow licenses.
• Frequent employee retraining to stay proficient in extra tools.

“Prior to our Unito flows, the process involved manually creating Jira stories from each of the revised incidents in ServiceNow. Someone had to manually review and label them. All that’s gone now because Unito creates the Jira issue for us, maps the right fields, and allows automations to trigger properly.”

– Christian Matzer, IT Infrastructure & Integrations Project Manager, Seko Logistics

Unito: The path to better support

With Unito’s no-code platform and deep integrations, the teams at Seko Logistics could rapidly deploy a solution to bring teams together without significant lead-up times or IT support.

What set Unito apart for Seko Logistics:

1. Straightforward field mapping: Unito’s intuitive field mapping made it easy to get data exactly where it needed to go, even with custom fields.
2. Comprehensive integrations: Unito has the deepest 2-way integrations for Jira and ServiceNow, automatically creating work items in each tool and working seamlessly with built-in automations.
3. Industry-leading support: Quick response times from the support team and continuous development based on customer feedback made Unito a platform Matzer and his teams could trust.

“The point of an integration is to minimize the number of times you have to click through to other places and perform manual steps. Unito is saving us significant effort while reducing friction.”

– Christian Matzer, IT Infrastructure & Integrations Project Manager, Seko Logistics

From dysfunction to resolution

Seko Logistics deployed Unito’s integration for Jira and ServiceNow to close the gaps in their ticket management workflow, bringing developers and the support team together so they can collaborate on tickets without constantly switching tools.

The impact of Unito’s integration:

• More time for essential tasks: With Unito’s integration, Seko Logistics saved 26 hours in 30 days by eliminating the manual work involved in keeping support tickets up to date across tools. That meant more time for more valuable work.
• Less spend on licenses: Unito’s two-way sync meant Seko Logistics could cut back on ServiceNow licenses for developers without losing the transparency and visibility they were looking for. This represented a large portion of the over $56,000 in annual costs saved by Seko Logistics thanks to Unito.
• Seamless collaboration: Seko Logistics saw better collaboration between developers and the support team, even when they each worked exclusively from their own tools. This contributed to a time savings of 6.5 hours each week.
• Adaptable integrations: Unito’s deep customization meant Seko Logistics could learn to adapt their integration to their needs as their workflow evolved.
• More satisfied employees: Everyone involved in this workflow can work from their own tool without needing training in another platform.

Game-changing ROI

Unito’s automated two-way workflows led to a 9.79x ROI, saving Seko Logistics more than a full workday every month and $56k in operational costs a year.

“I looked the other day, and Unito has saved us 26 hours in the past 30 days. I showed that to my boss, and he flew out of his chair. He didn’t realize Unito had that kind of capability.”

– Loren McDowell, IT Operations Manager, Seko Logistics

What’s next for Seko Logistics and Unito?

“We’re not just saving on licensing costs—we’re reallocating time and resources. Tasks that used to take hours are now automated, freeing up our team to focus on what matters most.”

– Loren McDowell, IT Operations Manager, Seko Logistics

Seko Logistics looks forward to strengthening their ITSM framework in ServiceNow, and carrying over these improvements into Jira using Unito. They’re also looking into ways Salesforce data can be integrated with these workflows, as well as exploring other integrations within Unito’s offering.

About Seko Logistics

Seko Logistics is a global leader in end-to-end logistics, deploying tech-first solutions across all industries. With over 150 offices in more than 60 countries, they optimize supply chains from initial order to pallet transportation, parcel delivery to returns, and more.

About Unito

Unito’s no-code integration platform connects tools like ServiceNow, Jira, and more, enabling businesses to streamline workflows, reduce manual work, and stay aligned.

Want in? Find out how much you can save by automating your workflows with Unito.