How Sotheby’s uses JIRA Service Desk to sell Million Dollar Artwork NATHAN SMITH • AVP, IT APPLICATION DEVELOPMENT • SOTHEBY’S • @NATHANSMITHNYC
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How Sotheby’s uses JIRA Service Desk to sell Million Dollar Artwork
NATHAN SMITH • AVP, IT APPLICATION DEVELOPMENT • SOTHEBY’S • @NATHANSMITHNYC
Agenda W h o w e a r e
O u r c h a l l e n g e
J I R A S e r v i c e D e s k
A s u c c e s s ?
Who we are
Company age
Number of transactions
40,000 Works of art sold in 2014
100,000,000,000 Songs streamed in 2014
Value of transactions
Our challenge
Art handlers
Art handlers
The problem
13 Crew chiefs
34 Property handlers
>20,000 Lots offered for sale
(NY, 2014)
>200,000 Property moves
(NY, 2014)
∞ Endless e-mails and phone calls
JIRA Service Desk
Why JIRA service desk?
Rollout strategy
Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015
Free
trial
Agent
rollout
Customer
rollout
Our process
Moved away from email overload
Get the information we need up front
Improved collaboration, increased visibility
Reduced waste
Phase 2
Facilities
Mobile enabled
Priority Status
A success?
360 Customers signed up in 2015
15,000 Requests raised in 2015
Lessons learned
Avoid bottlenecks
Ensure there is oversight of the
process
Easy to use, but still needs
training
NATHAN SMITH • AVP, APPLICATION DEVELOPMENT • SOTHEBYS • @NATHANSMITHNYC
Thank you!
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