Stevie-winner Itransition is a global software development company providing engineering and consulting services in a range of industries.
Founded in 1998 by 10 engineers, they now serve customers in 40+ countries and employ 3000+ specialists working daily to deliver business value through technology. Itransition has successfully completed 1530+ projects for 800+ customers from non-profit organizations to large enterprises that own hundreds of brands, differing in business models in various domains.
Building strategic technology partnership is their key priority. The team meticulously adjusts engagement scenarios and partnership schemes to efficiently and transparently deliver solutions tailored to each customer’s goals. They are a recognized partner of the industry leaders such as Microsoft, UiPath, Atlassian, Amazon Web Services, among others.
Best Technical Support Solution and Achievement in Customer Satisfaction
As an Atlassian Gold Solution Partner, Itransition helps its customers improve their IT service management (ITSM) processes. They carry out ITSM process optimizations aiming to create significant cost savings for hundreds of their customers, including IATA, Railsr, Reapit, and many more.
For example, Itransition helped Railsr, a UK-based fintech company delivering the global embedded finance platform, transform and improve ITSM processes. They configured the customer's JSM according to ITIL best practices, setting up additional workflows and automation rules, conforming issue types, introducing new roles and security levels, while optimizing workload distribution and improving SLA success rate. Thanks to improved processes and introduced automations, the customer achieved 20% faster ticket resolution and 15% faster first response to request.
Itransition analyzed ITSM processes of their customer Reapit, a technology provider that serves residential estate agencies, and delivered recommendations on how to improve them based on Atlassian best practices. Their team customized and simplified Reapit's client portal, added new automation rules, and improved reporting. As a result, first-response time for high-priority incidents was reduced by 50% and the client portal usage increased by 15%.
To stay ahead of the curve and harness new tech, their company-wide Atlassian Centre of Excellence monitors and pilots emerging technologies and develops prototypes and proofs of concept. After testing techniques within the Centre of Excellence, they integrate them into customer solutions.
Given some limitations of JSM and other Atlassian tools, Itransition is regularly developing new approaches and workarounds and employing third-party plugins, thus extending out-of-the-box functionality. To further enrich their in-house ITSM expertise, they have been continuously expanding their employee certification program, with 30% more Atlassian and ITIL certifications each year passed by Itransition’s employees.
Aiming to build mutually beneficial relationships with customers, they have launched Feedback Management (FMP) and Customer Success (CSP) programs with a dedicated team of senior executives and representatives from all the departments. Within the FMP, they hold in-process and follow-up interviews, generating action items for improvement. Within the CSP, they measure Customer Satisfaction, Customer Effort, and Net Promoter scores, as well as help clients calculate business benefits, for instance, ROI boost or productivity increase. Their clients’ success stories with projects for such industry-leading companies as Terumo, JATO, etc. contributed to the prominent positions in such rankings as Zinnov Zones, Forrester's Modern Application Development Services, Everest Group’s Digital Product Engineering Services PEAK Matrix, IT Europa Channel Awards, and many more.
Itransition won two Silver Stevie® Awards for Achievement in Customer Satisfaction and for Best Technical Support Solution in Computer Services in The 2023 International Business Awards®.
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