New RackCo / Polontech Atlassian Solution for Improved Customer Support


At RackCo, we have provided your custom IT management solutions for over 10 years (since 1996)Over this time period, one of our main goals has been to keep it up with current technology, and we relied on the Kayako Service Desk for automation of our working processes. It has been a good tool for tracking customer issues and request fulfillment, but we are excited to offer our customers a change in an even more flexible and scalable solution.  

We’ve turned to a leading specialist in the IT consulting spherePolontech. This well-known Atlassian Solutions Partner is based in Europe and offers consulting and development services for Atlassian tools: Jira, Confluence, Bamboo, Bitbucket, Trello, and others. The company includes Information Technology Service Management (ITSM) experts offering a broad list of services: 

Polontech analyzed our RackCo working processes from the perspective of our ITSM and Information Technology Infrastructure Library (ITIL) framework. We reviewed a new Jira migration solution as a solid and relevant choice to serve our needs and benefit our customers. Polontech integrated a completely new system for RackCo, which includes two powerful Atlassian tools for project management—Jira Service Desk and Confluence. Polontech experts configured our business logic protocols—the programming that manages communication between our end-user interface and databases 

The Polontech team managed the data migration from Kayako to Jira Service Desk in a short amount of time with zero data loss and minimal downtime. They adjusted our RackCo workflows to align with our team processes and working structure. The members of our team are provided with permissions and roles for each project, and everyone knows precisely what to do in a step-by-step approachOur Customer Portal is now streamlined with a more efficient method to track and follow up with your customer issues.  

Polontech designed a unique and personalized system that lets us effectively manage our customer requests. Our operations and internal processes including our marketing and management issues are completely automated, to offer you the highest level of support and followup. Count on RackCo for expert solutions to your IT management needs. We continue to partner with the best to support your business productivity and success, and we are excited to extend the premier Atlassian solutions by Polontech.