Optimizing Customer Support Systems
Bruneau, a leading office supplies and furniture provider, operates across multiple European markets, serving B2B and B2C customers. Therefore, managing IT systems efficiently is critical for ensuring seamless operations and delivering high-quality customer experiences.
The company was looking to optimize its customer support systems to provide seamless experiences. To achieve this goal, they were looking for a partner to support them with:
- Ensuring synchronization user accounts between systems while maintaining secure Single Sign-On (SSO).
- Defining roles and managing license consumption, especially for internal users.
Structured Implementation of Atlassian Guard
To tackle these challenges, we implemented a structured and client-centric approach to ensure a smooth deployment of Atlassian Guard.
First, we conducted workshops to gather Bruneau’s specific requirements. These sessions focused on understanding the company’s workflows, user management needs, and security expectations.
Next, we verified the existing identity provider configurations. Bruneau was using Azure Active Directory for Single Sign-On (SSO), and our team ensured it was properly aligned with Atlassian Guard’s capabilities.
We then applied authentication policies to enforce SSO as the only login mechanism for internal users. This step was critical for enhancing security and simplifying access.
To streamline user management, we configured automatic user provisioning. This prevented the need for manual account creation and reduced administrative overheads.
Finally, we performed rigorous testing and validation. By simulating real-world scenarios, we ensured all configurations worked seamlessly before rolling out the solution. This ensured a secure and efficient system tailored to Bruneau’s needs.
Security, Efficiency, and Streamlined Access
The deployment of Atlassian Guard delivered significant improvements across Bruneau’s IT operations and user management systems. Together, these benefits enabled Bruneau to enhance operational efficiency, secure its systems, and improve the overall user experience.
Streamlined Access
The solution simplified login processes, providing a seamless experience for both internal teams and external users.
Enhanced Security
By enforcing Single Sign-On (SSO) as the sole authentication mechanism for internal users, the company significantly reduced the risk of unauthorized access.
Efficient User Management
Automatic user provisioning eliminated the need for manual account creation, saving time and reducing administrative burden. This streamlined process ensured accurate role assignments and efficient license management.
Bruneau consulted CBTW for a project involving the integration of the JIRA ITSM tool to replace an existing solution. CBTW was able to take into account our needs and, in just a few workshops and on the basis of pre-established specifications, provide us with an incident and change management system based on the standard JIRA core, while adapting a few specific points specific to our organization and our internal processes in the IT department. Between March and September 2024, we were able to deal with all the particularities and get the ITSM solution up and running efficiently. JIRA is a very powerful and complex solution. CBTW advised us, with a very limited consumption of man-days. Without CBTW’s help, we’d have been groping our way through the system, implementing less relevant practices. Their input on license management (which is quite complex) and security management (SSO) was decisive. In short, our collaboration with CBTW was highly effective. We highly recommend it!
– Brice ZINSOU, Technical Infrastructure and Production Manager & CISO at Bruneau