HERE Technologies | Case Study

Here Technologies

HERE Technologies | Case Study

Improving Delivery and Error Resolution and Boosting Customer Satisfaction with Tasktop Hub

Industry: Location Technology

Headquarters location: Amsterdam, The Netherlands

Employees: 9,000

Overview

HERE Technologies is the world’s leading location data and technology platform. For over 35 years they have helped their customers achieve better outcomes — faster journeys, improved visibility into supply chains, better infrastructure management and sustainable city planning. HERE maps and location data are used in over 160 million vehicles and underpin the development of innovative solutions ranging from transportation and logistics to media and retail.

At a time of explosive growth, HERE sought to maximize its own developers’ productivity in pursuit of rapid time-to-market. The Professional Services Solution Engineering group implemented Tasktop Hub to improve their development pipeline and collaboration with their clients.

The Results

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Improved data fidelity and transparency

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Faster development and end-to-end error resolution

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Improved customer satisfaction

HERE Technologies works with some of the world's largest brands and seeks out trusted partners that can support our agility and efficiency. In Tasktop we’ve found a partner that helps us develop better products, resolve errors faster and reduce customer escalations. Everyone on my team is looking at the same set of accurate, up-to-date data regardless of the tool they use personally. This has been a game-changer for us.

Arnulf Huck, VP Engineering, HERE Technologies

A Solution to Data Inaccuracy and Tedious Manual Work

As a trusted partner in the automotive industry and with its open, location-centric platform, HERE’s Professional Services Solution Engineering group interfaces daily with the world’s largest automotive manufacturers to ensure product quality. In addition, within HERE itself, product and engineering work is managed in multiple instances of Atlassian Jira® as well as ServiceNow.

To improve the daily collaboration between product and development teams and maximize the productivity of daily work with clients, HERE sought a solution that would automate data exchange between their tools. Near real-time synchronization between the tools would restore productive hours to their employees, such that they could focus on new revenue-generating capabilities and rapid error resolution. And they knew that their scale of operation and sophisticated use cases would not be easily satisfied by custom synchronization scripts.

HERE appreciated Tasktop Hub’s easy point-and-click configuration, flexibility, and robust activity logs. And unlike other integration solutions, Tasktop placed no limitation on the number of tool instances they could connect.

Better Processes and Better Customer Outcomes with Integration

Tasktop Hub was rolled out incrementally across HERE’s programs. It took the team only a few days to settle in with the tool and learn how to use it. In those first days, HERE was in close touch with Tasktop’s customer support team, who helped get the platform configured to match their business needs. Today, over a dozen programs use Hub for cross-functional communication between teams and with their customers.

“Tasktop has become part of the foundation we rely on for any new program,” says Marcus Hellstedt, Senior QA Engineering Manager at HERE. “Programs are run more efficiently and confidently, because everyone is looking at the same accurate and up-to-date information at any given moment. We can operate with confidence and deliver value faster.”

Tasktop has become part of the foundation we rely on for any new program. Programs are run more efficiently and confidently because everyone is looking at the same accurate and up-to-date information at any given moment. We can operate with confidence and deliver value faster.

Marcus Hellstedt, Senior QA Engineering Manager, HERE Technologies

Tasktop Hub automates issue or ticket pair creation between internal Jira instances and with customer defect management systems. Once a pair is created, status updates flow seamlessly between the tools, and any updates to issue fields, comments or attachments are immediately synchronized to the other system.

Faster Error Resolution and Improved Communication

HERE works with some of the world’s largest brands and it’s important for them to create a relationship built on trust. Improving customer communication and the speed of error resolution was a key driver for bringing Tasktop on.

“Tasktop’s real-time updates between our systems have been key to faster error resolution,” says Marcus. “We have the confidence and the ability to make better decisions faster.”

Tasktop’s real-time updates between our systems have been key to faster error resolution. We have the confidence and the ability to make better decisions faster.

Marcus Hellstedt, Senior QA Engineering Manager, HERE Technologies

With the implementation of Tasktop Hub, the data across multiple Jira instances and customer systems is automatically updated and current. HERE is able to resolve errors faster than before, based on a shared live status of every issue.

“Our teams can focus on solving the problems instead of wasting time inputting data. As a result, we saw the number of support tickets drop and bug ageing go down,” says Marcus. “We are saving a lot of money by closing bugs faster.”

An Integration Platform to Support Evolving Use Cases

“I like it when things just work and I like having an out-of-the-box integration platform that flexible and sophisticated,” says Marcus. “The Tasktop team is always available to consult HERE on the best way to achieve the desired behavior using the rich set of features and configuration options available. Our partnership with Tasktop is a big asset to our company.”

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About Tasktop

Tasktop transforms traditional businesses into high- performing tech companies by instantly providing an outside lens for accelerating software delivery. Many organizations are flying blind when it comes to digital transformations because the tools used to do the work provide limited views and proxy metrics. Tasktop’s Value Stream Management platform sits above the entire toolchain, integrating all the underlying tools and objectively measuring flow. Within days our customers are getting insights into where their real bottlenecks are, automating workflows and using Tasktop data to implement changes that reduce time-to-market.

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