JSM and Atlassian Guard for effective communication at UNOde50

UNOde50 revolutionizes its IT support with Atlassian: efficiency, control, and satisfaction

UNOde50 is a Spanish handcrafted jewelry brand founded in the 1990s by José Azulay. As of April 2025, the company operates over 130 physical stores in 48 countries and is present in more than 80 markets through its online store. Its core brand attributes are creativity, a unique style, a free spirit, and handmade production in Spain.

Initial challenge

There was no centralized channel for communication and request intake for internal IT support, resulting in suboptimal service delivery.

Objectives

• Centralize the handling of service requests and incidents from the internal IT teams for all employees at UNOde50—both at headquarters and across all stores in Spain and the United States.

• Reduce response times through proper categorization of requests and accurate capture of data related to each request type.

• Avoid duplicate handling caused when a requester contacts multiple team members simultaneously about the same issue.

Our solution

We implemented a Jira Service Management Cloud instance, centralized in a single portal and project, together with Atlassian Guard for automatic user provisioning from UNOde50’s identity provider and single sign-on access.

This architecture was complemented with a Power BI integration to enable data analysis, reporting, and metrics generation.

Implementation process

The process began with the** standardization of request types**, resulting in nearly 60 fully customized incident and service request forms using Forms, with specific fields available in both Spanish and English. This standardization enabled automatic assignment of requests across seven different internal teams, who work independently yet in coordination within the tool, and also allowed for the** automatic creation of subtasks for predefined multi-step processes**.

Additionally, from a department management perspective, the system now provides access to reports and metrics to identify recurring requests and incidents, helping to optimize key processes.

A quality leap

Thanks to close collaboration with UNOde50’s systems team, the implementation was also leveraged to reorganize all Active Directory users into groups. This restructuring significantly improved internal maintenance and, together with the new architecture, ensures that new hires or departures across departments or stores are automatically synchronized—requiring no manual updates in Jira Service Management.

In the case of new store openings, the process has been greatly simplified: the only step needed is registering the new group in the Jira Service Management project and associating it with an identifier for the store. This client-user categorization also enables limiting visible request categories by department.

The involvement of UNOde50’s systems team was essential in ensuring that, once the initial requirements were reflected in the tool, only minimal adjustments were needed thereafter.

Results and achievements

This solution has not only improved requesters' satisfaction, thanks to clearer communication and regular updates on ticket statuses via notifications, but also significantly supported the IT department in handling requests more efficiently.

They can now triage, prioritize, and follow up on tickets effectively, collaborate between teams smoothly, and avoid receiving incomplete requests through fragmented channels such as chat or email.

At a management level, the department can now access comprehensive reports and dashboards via Power BI, integrating data from Jira Service Management and connecting it with other internal reporting systems.

Lessons learned

Adapting the tool to match the internal organization and involving end-users is essential to ensure daily usability, process optimization, and service quality.

In UNOde50’s case, the design and aesthetic of the tool proved to be a major factor that wasn't initially identified. As a result, a second implementation phase is planned to redesign the customer portal interface, significantly improving user navigation.

Long-term impact

Operational satisfaction at UNOde50 is high. In fact, the solution is already being extended to the Maintenance department and is expected to expand to a third department in the medium term.

Conclusion

This Jira Service Management + Guard implementation has been a success, as reflected in UNOde50’s satisfaction with the outcome. It was made possible thanks to the direct involvement of their systems team and the close, collaborative partnership established with them—working side by side as a single team.