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July 05.2025
2 Minutes Read

Discover How iFood Accelerated Incident Resolution with Jira Service Management

Infographic of Brazilian company iFood's statistics and reach.

How iFood Transformed Incident Resolution with Atlassian

In today's fast-paced digital age, efficient service delivery is crucial, especially for high-volume platforms like iFood. As one of Brazil's leading food delivery services, iFood has achieved remarkable growth since its inception in 2011, now comprising 55 million active users and processing 110 million orders each month. To maintain seamless operations in this competitive market, iFood turned to Atlassian's Jira Service Management to streamline its incident management processes, uniting its Development and Operations teams.

Challenges of Siloed Communication

Before the implementation of Jira, iFood faced significant delays in incident response times. The reliance on Slack for recording incidents resulted in fragmented communication between teams, which prolonged response times, especially outside regular working hours. Customers expecting timely food delivery were left frustrated, with average wait times soaring as high as 150 minutes due to inefficient processes.

Quick Wins: Dramatic Speed Boost in Operations

Shifting to Jira Service Management empowered iFood to reduce its incident response time from 74 minutes to a mere 17 minutes. This leap was pivotal, allowing the tech giant to enhance customer satisfaction while minimizing reputational risk. The acceleration in incident resolution—from 150 minutes down to 55 minutes—showcased the impact of a unified approach to incident management. As highlighted by Eugenio Onofre, Senior Command Center Manager, the team's experience with Jira offers a shining example of operational excellence.

The Power of Unified Teams

With Jira, both monitoring and development teams collaborate more efficiently, eliminating the need for time-consuming tab switching that previously characterized their workflows. Now, insights are shared and acted upon quickly, significantly increasing the overall productivity of the teams involved.

Future Implications: A Model for Other Organizations

The journey of iFood illustrates a critical insight for other businesses—integrating operational tools is essential for success in competitive markets. As many companies look to refine their incident management strategies, the transformation seen at iFood serves as a template for leveraging technology to enhance service delivery.

As organizations continue to navigate the challenges of digital transformation, adopting platforms like Jira Service Management may provide the decisive edge needed to exceed customer expectations and drive operational success.

Team Playbooks

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07.25.2025

Customizing Jira: Building an Enterprise-Grade Bulk Operations App with Forge

Update Transforming Jira Operations for Your Team As companies increasingly migrate from Jira Data Center to Jira Cloud, they face significant challenges. Highly customized workflows can become unmanageable when bulk operations are involved, especially if the integrity of work items is compromised. This is particularly important for organizations with carefully tailored systems that include custom fields, specific statuses, and governance rules that restrict actions which might lead to data loss or workflow disruption. Understanding the Customer Needs Organizations need streamlined processes without losing the safety nets established in their customized workflows. Specifically, managers want to ensure that bulk edits and moves do not violate established configurations. Without a tailored solution in place, users could accidentally change key fields or migrate work items improperly across different project categories. Why Choose Forge for Jira? At Atlassian, Forge has proven to be an ideal platform for building sophisticated applications suitable for these enterprises. Its architecture allows developers to create bespoke solutions that are not only secure but also reliable for enterprise needs. With Forge, the challenges posed by bulk operations can be effectively addressed, allowing custom configurations to be retained during operations. Creating an Extensible Solution The development of an enterprise-grade Jira bulk operations app places a strong emphasis on customization. Companies require tools that adapt to their unique workflows, enabling users to perform bulk operations while maintaining the integrity of their data. Looking Forward As Jira users continue to adapt to Cloud solutions, the need for customized bulk operations will only increase. It is essential for organizations to leverage tools like Forge to not only improve productivity but also to empower teams to stay aligned with their governance practices. With a focus on effectiveness, organizations can stay agile and respond to the demands of the evolving business landscape.

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Boost Your Sales Success with the MEDDIC Methodology Explained

Update Understanding the MEDDIC Sales MethodologyThe adage "Build it, and they will come" doesn't apply in the competitive market landscape of today. For products to thrive, sales teams must strategically leverage methodologies that foster understanding of customer needs, particularly in complex business-to-business (B2B) environments. Enter the MEDDIC sales methodology, an invaluable framework for structuring sales efforts.The Origin of MEDDICIn the 1990s, PTC, a pioneering software company, realized that traditional sales methods were insufficient for their high-value, lengthy sales cycles. This realization led to the creation of the MEDDIC methodology, which emphasizes methodical approaches to enhance predictability and achieve better results in the sales process.The Core Components of MEDDICMEDDIC is an acronym representing six critical components that empower sales professionals with the necessary insights to understand and cater to their clients:Metrics: What statistical data showcases the benefits of your product? Sales teams must demonstrate concrete economic advantages through careful analysis.Economic Buyer: Identifying who holds the purse strings in a company can significantly influence the outcome of a sale.Decision Criteria: Understanding what criteria the client uses to make decisions is crucial for tailoring proposals effectively.Decision Process: Knowledge of how decisions are made within the organization helps in anticipating obstacles and aligning the sales strategy accordingly.Identify Pain: Recognizing the challenges the client faces allows salespeople to position their offering as a solution.Champion: Finding an internal advocate within the client organization can facilitate the sales process.Impact on Sales PerformanceEvidence from various companies adopting MEDDIC highlights its profound impact on win rates. Organizations employing this methodology have reported increases in close rates by 20-30% compared to conventional methods. Furthermore, some high-growth software as a service (SaaS) companies experienced a 15% uptick in success rates post-implementation.ConclusionThe interconnectedness of the MEDDIC components supports continuous information gathering and validation, essential for addressing multifaceted sales cycles successfully. By mastering the MEDDIC methodology, sales teams can sharpen their strategic approaches, ultimately improving their performance and fostering stronger client relationships.

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What the Latest Atlassian Marketplace Partner Program Changes Mean for Developers

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