CASE STUDY

Boosting Operational Efficacy & Scale for Atlassian

Industry:
SaaS Technology

Capability:
Revenue Operations, Managed Services, Technology

Platform:
Salesforce Marketing Cloud

Atlassian is a globally renowned software company that specializes in developing collaboration and productivity tools for teams and businesses. Founded in 2002, the company has consistently been at the forefront of revolutionizing the way teams work together, through its well-known suite of products and tools like Jira, Confluence, Bitbucket and Trello.

Through product development and portfolio expansion, along with making key acquisitions to complement its offerings, Atlassian has experienced incredible growth. However, the growth of its market offerings outpaced its internal operations and processes, leading to inefficiencies for scaling quickly.

THE QUESTION

How do we improve the way our teams work so we can more effectively manage our massive marketing initiatives, while decreasing internal OpEx investments?

THE SOLUTION

Atlassian partnered with Shift to optimize their email operations during an exponential growth phase in the business. We swiftly cleared backlogs and conducted an operational audit, uncovering numerous process inefficiencies. This led to “The Accountability Program,” which introduced governance across the organization, involving 270+ key stakeholders. Our program safeguarded the customer experience, enhanced the email channel’s automation and ensured ongoing improvements.