Fahrradfahrer auf dem Weg zur digitalen Transformation mit Atlassian
Fahrradfahrer auf dem Weg zur digitalen Transformation mit Atlassian
Fahrradfahrer auf dem Weg zur digitalen Transformation mit Atlassian
Fahrradfahrer auf dem Weg zur digitalen Transformation mit Atlassian
Fahrradfahrer auf dem Weg zur digitalen Transformation mit Atlassian
    Case study

    infraVelo: Secure bicycle parking spaces for a more mobile Berlin

    Service

    Atlassian Cloud Transformation Technology and Engineering Seamless Experiences

    Industry

    Public Sector

    GB infraVelo GmbH is a subsidiary of the state-owned Grün Berlin GmbH and acts as a partner for the state of Berlin. infraVelo supports the state of Berlin and its districts in strengthening eco-friendly transport and in creating climate-friendly structures and services for cyclists, pedestrians, and public transport users, making Berlin an even more livable city. 

    In Berlin, infraVelo has developed ParkYourBike, a simple booking, access, and billing system for secure bicycle parking facilities. Cyclists can use the app to find secure bicycle parking facilities near them and park their bikes in a bicycle box or collective garage. They have full control over their reservations, parking, and payments using their smartphones.

    Efficient service and support processes with various input channels and service providers

    To improve parking facilities for cyclists, the first secure bicycle parking facility in the state of Berlin was opened at Schöneberg Town Hall in the Tempelhof-Schöneberg district, which can be used via the ParkYourBike booking, access, and billing system. The ParkYourBike pilot project with 64 bicycle boxes has been running there since the end of November 2022. Further locations in the city will follow.  In addition to the technical development of the system, infraVelo also set up service and support structures for users. 

    The introduction of a service management tool was necessary to provide support. The tool must bundle the competencies of all service providers to ensure smooth processes between the different support levels. The systems are used daily by the internal and external service and support units of the 1st, 2nd, and 3rd levels. 

    Introduction of a ticket system with Atlassian'’s Jira Service Management Cloud

    With the help of the Atlassian Cloud tool Jira Service Management, a ticket system was introduced that covers all input channels used by infraVelo for service requests or error reports (email, phone call, contact form). Tickets are automatically created when an email is received or a contact form is submitted. For telephone support, we standardized the process of creating tickets for both error reports and service requests and introduced it at the call center service provider. 

    These measures, along with uniform workflows, facilitate the efficient creation and processing of tickets. infraVelo employees were trained in the configuration and use of the Jira Service Management tool. 

    Jan Faißt, Project Lead, Nortal AG:

    "As an enthusiastic cyclist and supporter of better cycling conditions in Berlin, providing consulting services was truly a labor of love for me. Working on the project with infraVelo was a very friendly, goal-oriented, and successful experience."

    What we have delivered

    Expert services

    • Set up and configuration of Jira Service Management Cloud 
    • Configuration of complex contractually agreed SLAs (service level agreements), as well as their tracking and reporting 
    • Support in connecting a contact form with different input channels (smartphone app and website) to the Jira service management tool via Rest API 

    Methodological services

    • Conducting workshops to identify requirements 
    • Holding joint working meetings to support the implementation of requirements 
    • Hybrid project management 
    • Establishing a communication structure for continuous monitoring of the project goal 
    • Exchanging best practices and empowering employees to configure and use the Jira Service Management tool 

    Falk Bandow, IT service management, ParkYourBike

    „Together with Nortal, we were able to achieve great project success. Nortal helped us set up the ticket system and adapt it to our requirements and wishes in a short period of time. This enables us to offer smooth service and operation around ParkYourBike, thus supporting the mobility transition in Berlin.“

    Atlassian 360°

    Ensure smooth workflows and processes in your company and unleash your team’'s full potential. With the help of the Atlassian tool suite, you can always keep track of your projects’ progress to successfully achieve your business goals. 

    With our many years of experience, we provide expert support from initial introduction to the successful implementation of Atlassian products. Our services range from consulting, training, and implementation to helpdesk and support.

     

    Learn more

    Get in touch

    We make your project our mission.