Jira Jira Integration: Getint vs Exalate vs Backbone
Kaluza’s Jira integration with Getint improved efficiency, customer support, and cost savings, outperforming Exalate and Backbone in functionality and ease of use.
Kaluza’s Jira integration with Getint improved efficiency, customer support, and cost savings, outperforming Exalate and Backbone in functionality and ease of use.
This case study details the integration journey of Kaluza, an energy software company, as they transition from using two instances with manual integration to using automated integration with Getint. Facing challenges with legacy systems and needing robust, efficient, and user-friendly integration solutions, Kaluza embarked on evaluating various tools, ultimately selecting Getint over competitors like Exalate and Backbone. The summary highlights the key outcomes of this transition, including improved operational efficiency, enhanced customer support capabilities, and significant cost savings. The success story encapsulates how Getint not only met but exceeded the technical and business requirements of Kaluza, establishing a model for successful IT and software tool integration in the energy sector.
Kaluza is at the forefront of the energy sector’s transformation, developing advanced software solutions that power the future of energy. Their innovative platform facilitates a range of services from revolutionary billing systems to smart electric vehicle charging, aiming to enhance the operations of energy suppliers and their ability to serve millions globally. Kaluza’s technology plays a pivotal role in driving down operational costs, elevating customer engagement, and fostering the adoption of smart, low-carbon technologies. These initiatives not only reduce energy costs but also underpin a flexible, more sustainable energy infrastructure.
As a B Corp-certified company, Kaluza underscores its commitment to more than just profit; it strives for a positive impact on its employees, communities, and the environment. With over 450 employees spread across seven global hubs, Kaluza exemplifies a modern, ethically-driven company that is as globally connected as it is locally invested.
In an industry driven by real-time data and customer interactions, Kaluza requires robust IT systems that can keep pace with dynamic market demands and complex energy management solutions. Efficient and reliable software integrations, especially for customer support and operational management, are essential to maintaining their competitive edge and fulfilling their mission.
This comprehensive overview sets the stage for understanding Kaluza’s specific needs and challenges, providing a solid foundation for the subsequent discussion on how Getint’s integration solutions were uniquely capable of meeting these demands.
Kaluza's initial setup involved using two separate Jira Service Management instances, necessitating manual coordination and oversight. This method was inefficient, time-consuming, and prone to errors, especially as the scale of operations grew. Manual copying and pasting of issues and constant monitoring of both platforms were not sustainable, particularly for a company leading in technology-driven energy solutions. These operational inefficiencies could hinder timely responses to customer inquiries and could affect overall service delivery, impacting customer satisfaction and operational agility at a higher scale. Therefore, Kaluza wanted to plan ahead and prepare to deliver the highest quality service as they scaled.
The primary objective for Kaluza was to overhaul their integration system to achieve a seamless, automated flow of information between their Jira instances and their customers' Jira instances, with the potential to offer integrations to other customers using various sets of tools like Zendesk. Key objectives included:
Kaluza aimed to eliminate the inefficiencies of their previous system, which involved redundant processes and was not scalable. The new integration tool was expected to not only enhance operational efficiency but also contribute to a higher level of customer engagement and satisfaction by improving response times and service quality. This shift was vital for supporting Kaluza's growth and maintaining their position as a leader in innovative energy solutions.
Kaluza's journey in finding an optimal integration tool began with evaluating Exalate and Backbone, each presenting distinct operational challenges that highlighted their inadequacy for Kaluza's dynamic integration needs.
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After these experiences and evaluating other options within the Atlassian Marketplace, Kaluza focused on Exalate and Getint. However, Getint emerged as the superior solution due to several compelling advantages:
Simplified Installation and Management:
"Getint was another level, it’s easy to use, instructions are built-in—within the product, on the step where you may look for them. Further down the road, with more advanced scenarios needed, we were able to use their documentation and video guides."
Getint offers a flexible licensing model that accommodates the varying needs of businesses, ensuring both compliance and cost-effectiveness. The model includes two main options:
This licensing structure ensures that Kaluza can select the most appropriate and economical option based on their specific integration requirements and partner relationships, making Getint a versatile and financially accessible choice for their extensive Jira integration needs.
Getint's flexibility allows for rapid adjustments to integration settings to meet evolving business needs. This agility is essential for Kaluza, whose requirements can change swiftly as their operations expand.
Getint’s reporting functionality stands out with its comprehensive and robust system. It features a dedicated section that offers detailed analysis of integration runs, including outcomes, statuses, and links to specific triggers. This makes it exceptionally efficient for managing integrations at scale and allows for a deeper understanding of integration dynamics. Unlike the limited side panel shown within a specific ticket by Backbone and Exalate, Getint provides a more holistic view through a separate reporting section. This section sums up runs and showcases a detailed table that enhances visibility and aids in proactive management. The inclusion of detailed logs for each run is invaluable for troubleshooting, offering insights that can swiftly rectify issues. Whenever an error occurs, Getint specifies the cause, empowering users to address problems quickly and effectively, making it a superior choice for organizations that require thorough and actionable reporting tools.
Getint excels in its migration features by offering a highly customizable approach to data transfer. Unlike the all-or-nothing sync approach of Backbone, which lacks granularity, or Exalate, whose Bulk Sync feature was left untested due to Kaluza's dissatisfaction with the tool's overall user interface and experience, Getint allows users to precisely control what data is migrated. This can be tailored to include specific time frames or particular historical tasks, ensuring only relevant data is transferred. Migration can also be triggered under specified conditions, such as migrating tickets that contain a certain label, providing Kaluza with the flexibility to align the migration process with their strategic objectives. This level of detailed control and customization in the migration process is a significant advantage of Getint, offering capabilities that are not as refined or flexible in Backbone or Exalate. This makes Getint particularly suitable for organizations that require targeted migration strategies to preserve data integrity and relevance during the integration process.
These combined attributes clearly established Getint as the best choice for Kaluza, setting a new standard for efficiency, flexibility, and user satisfaction in their integration processes.
The implementation of Getint at Kaluza was characterized by its simplicity and efficiency. Kaluza’s IT team found the installation process straightforward, with no need for installations on both ends of the integration—a major advantage over the previous solutions evaluated. Getint's design allows for a rapid setup, significantly reducing the time and technical overhead previously experienced with other tools. The intuitive nature of the interface, coupled with built-in instructions within the product, facilitated a seamless integration process. This ease of use was further supported by comprehensive documentation and video guides that were readily available to assist Kaluza’s team with any complex scenarios that arose during the integration.
Getint’s user interface is notably intuitive, making it easy for Kaluza’s team to adopt and use effectively without extensive training. The streamlined design ensured that all functionalities were easily accessible, enhancing user engagement and operational efficiency right from the start.
During the initial phase of the implementation, Kaluza focused on migrating approximately 1,500 historical tickets. While Getint’s migration tools offered powerful capabilities, there were initial limitations in the trial version that restricted full testing of this feature. Kaluza communicated their need for a more extensive testing phase to ensure the tool met their expectations. Responsive to Kaluza’s needs, Getint provided a fully functional trial for the migration process, which solidified Kaluza's confidence in the tool. This cooperative approach fostered a sense of partnership, making the integration process feel like a collaborative effort with Getint’s team.
Kaluza required comprehensive access to all fields within their Jira projects. Initially, Getint displayed only the fields available on the ticket creation screen, which limited the visibility needed for effective integration. Upon understanding Kaluza’s specific requirements, Getint committed to custom development to tailor the platform accordingly. This customization ensured that Kaluza could manage their integration precisely as needed, highlighting Getint’s flexibility and customer-focused approach.
The Kaluza team was particularly impressed by the personal commitment shown by Getint's co-founder, Jacek, who provided support even while on holiday. This dedication not only expedited the integration process but also demonstrated a profound level of care for Kaluza's success, which was instrumental in building a strong, trusting relationship between the two companies.
Reflecting on the experience, a Kaluza executive shared, “From the moment we had the first initial call up to now, the level of the service that Getint has provided, the trust you’ve given us, and the support you've given us is something that I saw only in a few companies in my whole career. That support is what makes the product stand out; we can easily place it on the shelf with the best in class companies. There are other tools that can technically do similar things, but the approach is so special, that the overall combination of great product and great service makes it a perfect solution to go with.”
Overall, the implementation of Getint has transformed Kaluza’s integration processes, replacing what was once a cumbersome system with a streamlined, robust, and user-centric solution that has significantly improved internal efficiencies and positively impacted customer engagement and satisfaction.
The success of the Getint implementation at Kaluza can be quantitatively and qualitatively assessed through various metrics. Key indicators include the reduction in time spent managing integrations, increased accuracy in data handling, and significant improvements in response times to customer inquiries. The seamless synchronization of data across systems has allowed for more efficient operations and enhanced decision-making capabilities, directly impacting Kaluza's ability to serve their customers effectively.
Getint’s robust reporting capabilities have provided Kaluza with unprecedented visibility into their integration processes. The dedicated reporting section within Getint, which aggregates data on integration runs, outcomes, and statuses, offers a granular look at the performance metrics. This is a substantial improvement over the basic side panel reporting offered by competitors, which only provided status updates on specific tickets. With Getint, Kaluza can access comprehensive logs and detailed reports that facilitate proactive management and quick resolution of any issues, greatly enhancing their operational oversight.
Getint's pricing model has been a game-changer for Kaluza, particularly in terms of cost-effectiveness and scalability. The hybrid licensing model provides a standard dual license for local Jira installations and a remote license option for integrating with external systems. This model allows Kaluza to maintain control over their costs while scaling up their integration capabilities as needed.
The remote license option, priced at a fixed fee of $4,000, can be discounted under certain conditions, reflecting Getint’s commitment to value-based pricing and long-term customer relationships. This aspect of Getint’s service offering has not only helped Kaluza manage their initial costs but has also ensured that the pricing structure supports their future growth and expansion strategies.
These sections on success metrics and pricing detail how Getint has effectively met Kaluza’s needs through superior functionality, user-friendly interfaces, and a flexible pricing model that accommodates their growth and expansion in the energy sector. The success of this integration highlights Getint’s pivotal role in enhancing Kaluza's operational efficiencies and its strategic position in the market.
Kaluza’s adoption of Getint has been met with overwhelmingly positive feedback from both the technical and business sides of the organization. Renato Osorio, the Tech Lead, and Mitchell Cole, the Project Lead, have both praised Getint for its intuitive design and ease of use. The integration tool's reliability and the responsive customer support provided by Getint have been particularly appreciated, fostering a sense of partnership and trust between Kaluza and Getint.
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A1: The primary objective was to achieve a seamless, automated flow of information between their Jira instances and their customers' Jira instances. This included automating ticket linkage, migrating legacy data, providing a user-centric integration, and ensuring the setup was manageable by Kaluza without requiring customer action.
A2: Kaluza's initial setup involved using two separate Jira Service Management instances with manual coordination. This method was inefficient, time-consuming, and prone to errors. As operations grew, these inefficiencies could hinder customer service delivery and operational agility, necessitating a more robust and automated Jira Jira integration solution.
A3:
A4:
A5: During the initial phase, Kaluza focused on migrating approximately 1,500 historical tickets. Getint provided a fully functional trial for the migration process, allowing Kaluza to ensure the tool met their expectations. Getint’s customization ensured that Kaluza could manage their integration precisely as needed, highlighting Getint’s flexibility and customer-focused approach.
A6: Kaluza was impressed by the personal commitment shown by Getint's co-founder, Jacek, who provided support even while on holiday. This dedication expedited the integration process and demonstrated a profound level of care for Kaluza's success, building a strong, trusting relationship between the two companies.
A7: Success was measured by the reduction in time spent managing integrations, increased accuracy in data handling, and significant improvements in response times to customer inquiries. Getint’s robust reporting capabilities provided Kaluza with unprecedented visibility into their integration processes, facilitating efficient operations and enhanced decision-making.
A8: Getint's flexible pricing model, particularly the remote license option, provided a cost-effective solution that supported Kaluza's growth and expansion strategies. The transparent and flexible pricing helped Kaluza manage costs while scaling up their integration capabilities as needed.
A9: Kaluza’s team praised Getint for its intuitive design, ease of use, and reliable functionality. They appreciated the responsive customer support and the strong partnership established with Getint. Kaluza executives highlighted the exceptional service and support provided, which distinguished Getint as a best-in-class solution for their Jira Jira integration needs.
A10: The implementation of Getint transformed Kaluza’s Jira Jira integration processes, replacing a cumbersome system with a streamlined, robust, and user-centric solution. This significantly improved internal efficiencies, positively impacted customer engagement and satisfaction, and met Kaluza's operational needs and strategic objectives.
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