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. The team at Seko Logistics knew they needed a way to eliminate that issue, and they found it in Unito.
“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
Challenge: Bringing teams together across tools
Seko Logistics faced three challenges with this workflow:
- Bottlenecks: With teams manually creating issues in Jira and copying data back and forth between those and tickets in ServiceNow, response times slowed as each ticket needed more manual work to close.
- Increased costs: Manual work wasn’t the only thing this workflow added. Seko Logistics needed extra licenses for both ServiceNow and Jira to accommodate users who needed to check in to one tool despite doing most of their work in the other. Those costs started adding up.
- Employee retraining: Few employees enjoy being trained on a new tool to do the work they’re already doing, especially when they need frequent retraining to stay proficient. Seko Logistics saw resistance from developers who cared deeply about their work but weren’t familiar with ServiceNow.
“Previously, we needed licenses in both Jira and ServiceNow for the help desk team, as they still needed to navigate back into ServiceNow to look at ticket details and respond to customers. Now, the team can manage everything directly in Jira.”
– Christian Matzer, IT Infrastructure & Integrations Project Manager, Seko Logistics
Solution: A two-way sync between Jira and ServiceNow
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.
Unito’s integration automatically creates Jira issues matching tickets in ServiceNow, keeping essential fields up to date in real-time in both directions. That means any updates added on the customer-facing side are automatically forwarded to developers, and questions from developers get pushed to ServiceNow.
Everyone gets the full picture without the manual work they once needed to put in.
“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
Results
Here’s how Seko Logistics’s Unito-enhanced workflow changed the game:
- 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.
- Seamless collaboration: Seko Logistics saw better collaboration between developers and the support team, even when they each worked exclusively from their own tools.
- 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.
“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
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“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
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.
