Tooling Consolidation and Optimisation at Pepperstone

The Opportunity

Pepperstone was using various tools across different departments but had a strategic commitment to centralise solutions and increase optimisation. Some of the identified opportunities for the program included competing platforms for similar tasks, siloed workflows, inefficient contract management, and manual website change requests.

The Solution

Elegance Group led the project by restructuring and optimising Pepperstone’s use of Atlassian tools to streamline operations. Its recommendation was to maximise the solutions available within Atlassian to achieve the overall goal of increased efficiency and optimisations.

The project was broken down into department-specific improvements, addressing the following areas:

Contract Management

Pepperstone’s manual process for managing contracts from initiation to approval was automated. This included mapping the contract lifecycle and routing approvals through Atlassian tools, significantly speeding up the process.

Website Change Management

With multiple websites across different regions, managing content updates required a complex approval process. Elegance Group automated this process using Jira Service Management, integrating approvals based on region and department, thereby reducing delays and manual interventions.

Incident Management

Working with two systems - JSM and PagerDuty - but with only partial integration was problematic. Elegance Group improved the process by implementing Incident Form refinement, to capture the right information, including priority management (determining priority based on an urgency and impact matrix). And, enhancing the integration between JSM and PagerDuty to ensure better visibility and context sharing between teams. This resulted in more accurate prioritisation of incident requests and improved collaboration between Pepperstone’s incident handling teams.

System Migrations

Pepperstone was transitioning from Asana and Zendesk to Jira Service Management. This migration required overcoming technical differences between platforms, particularly in ticket creation and management, which Elegance Group resolved through custom configurations.

About working with Elegance Group, Erin Burke, Global Head of Procurement and Support at Pepperstone, says “Elegance brought a level of knowledge about the potential of Atlassian within our current entitlements and the long term opportunities that allowed us to start doing strategic planning. The technical skills of the team we worked with helped uplift our maturity and transition internal teams into a new toolset with better functionality and increased standardisation.”

The Impact

Erin explains how the move to JSM has benefited its customers as well as the business and teams; “JSM has reduced the number of duplicate tools in the environment which brings cost savings and a more streamlined approach to support. In addition it has started creating a better understanding of the need for standardisation whilst enabling one of our strategic goals to foster more automation, AI and harness technology to drive business outcomes.”

In Summary

• Improved Workflows: By automating contract and website management, Pepperstone experienced faster approval cycles and better traceability across teams.
• Seamless Integration: Migrating from legacy project management and service desk solutions to Jira Service Management created a unified platform for operations, reducing manual work and breaking down department silos.
• Enhanced Reporting: Automated workflows improved data tracking and reporting, providing actionable insights for future optimizations.
• Incident Management: More accurate prioritisation of incident requests and improved team collaboration.

Talk to one of our team today about your tooling consolidation and optimisation goals. Contact us here.