Here Technologies Improves Delivery and Error Resolution and Boosts Customer Satisfaction with Planview Hub

HERE Technologies is the world’s leading location data and technology platform. For over 35 years they have helped their customers achieve better outcomes — faster journeys, improved visibility into supply chains, better infrastructure management and sustainable city planning. HERE maps and location data are used in over 160 million vehicles and underpin the development of innovative solutions ranging from transportation and logistics to media and retail.

At a time of explosive growth, HERE sought to maximize its own developers’ productivity in pursuit of rapid time-to-market. The Professional Services Solution Engineering group implemented Planview Hub to improve their development pipeline and collaboration with their clients.

• Improved data fidelity and transparency
• Faster development and end-to-end error resolution
• Improved customer satisfaction

As a trusted partner in the automotive industry and with its open, location-centric platform, HERE’s Professional Services Solution Engineering group interfaces daily with the world’s largest automotive manufacturers to ensure product quality. In addition, within HERE itself, product and engineering work is managed in multiple instances of Atlassian Jira® as well as ServiceNow.

To improve the daily collaboration between product and development teams and maximize the productivity of daily work with clients, HERE sought a solution that would automate data exchange between their tools. Near real-time synchronization between the tools would restore productive hours to their employees, such that they could focus on new revenue-generating capabilities and rapid error resolution. And they knew that their scale of operation and sophisticated use cases would not be easily satisfied by custom synchronization scripts.

HERE appreciated Planview Hub’s easy point-and-click configuration, flexibility, and robust activity logs. And unlike other integration solutions, Planview placed no limitation on the number of tool instances they could connect.

Planview Hub was rolled out incrementally across HERE’s programs. It took the team only a few days to settle in with the tool and learn how to use it. In those first days, HERE was in close touch with Planview’s customer support team, who helped get the platform configured to match their business needs. Today, over a dozen programs use Hub for cross-functional communication between teams and with their customers.

“Planview has become part of the foundation we rely on for any new program,” says Marcus Hellstedt, Senior QA Engineering Manager at HERE. “Programs are run more efficiently and confidently, because everyone is looking at the same accurate and up-to-date information at any given moment. We can operate with confidence and deliver value faster.”

Planview Hub automates issue or ticket pair creation between internal Jira instances and with customer defect management systems. Once a pair is created, status updates flow seamlessly between the tools, and any updates to issue fields, comments or attachments are immediately synchronized to the other system.

HERE works with some of the world’s largest brands and it’s important for them to create a relationship built on trust. Improving customer communication and the speed of error resolution was a key driver for bringing Planview on.

“Planview’s real-time updates between our systems have been key to faster error resolution,” says Marcus. “We have the confidence and the ability to make better decisions faster.”

With the implementation of Planview Hub, the data across multiple Jira instances and customer systems is automatically updated and current. HERE is able to resolve errors faster than before, based on a shared live status of every issue.

“Our teams can focus on solving the problems instead of wasting time inputting data. As a result, we saw the number of support tickets drop and bug ageing go down,” says Marcus. “We are saving a lot of money by closing bugs faster.”

“I like it when things just work and I like having an out-of-the-box integration platform that flexible and sophisticated,” says Marcus. “The Planview team is always available to consult HERE on the best way to achieve the desired behavior using the rich set of features and configuration options available. Our partnership with Planview is a big asset to our company.”

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