Choosing the Best: Jira Jira Integration. Exalate vs Backbone vs Getint for Kaluza

Kaluza’s Jira integration with Getint improved efficiency, customer support, and cost savings, outperforming Exalate and Backbone in functionality and ease of use.

1. Executive Summary

This case study details the integration journey of Kaluza, an energy software company, as they transition from using two instances with manual integration to using automated integration with Getint. Facing challenges with legacy systems and needing robust, efficient, and user-friendly integration solutions, Kaluza embarked on evaluating various tools, ultimately selecting Getint over competitors like Exalate and Backbone. The summary highlights the key outcomes of this transition, including improved operational efficiency, enhanced customer support capabilities, and significant cost savings. The success story encapsulates how Getint not only met but exceeded the technical and business requirements of Kaluza, establishing a model for successful IT and software tool integration in the energy sector.

2. Client Overview

Kaluza.com:

Mission and Vision:
Kaluza is at the forefront of the energy sector’s transformation, developing advanced software solutions that power the future of energy. Their innovative platform facilitates a range of services from revolutionary billing systems to smart electric vehicle charging, aiming to enhance the operations of energy suppliers and their ability to serve millions globally. Kaluza’s technology plays a pivotal role in driving down operational costs, elevating customer engagement, and fostering the adoption of smart, low-carbon technologies. These initiatives not only reduce energy costs but also underpin a flexible, more sustainable energy infrastructure.

Corporate Structure and Global Presence:
As a B Corp-certified company, Kaluza underscores its commitment to more than just profit; it strives for a positive impact on its employees, communities, and the environment. With over 450 employees spread across seven global hubs, Kaluza exemplifies a modern, ethically-driven company that is as globally connected as it is locally invested.

IT and Software Needs:
In an industry driven by real-time data and customer interactions, Kaluza requires robust IT systems that can keep pace with dynamic market demands and complex energy management solutions. Efficient and reliable software integrations, especially for customer support and operational management, are essential to maintaining their competitive edge and fulfilling their mission.

This comprehensive overview sets the stage for understanding Kaluza’s specific needs and challenges, providing a solid foundation for the subsequent discussion on how Getint’s integration solutions were uniquely capable of meeting these demands.

3. Challenges and Objectives

Challenges Faced by Kaluza:

Kaluza's initial setup involved using two separate Jira Service Management instances, necessitating manual coordination and oversight. This method was inefficient, time-consuming, and prone to errors, especially as the scale of operations grew. Manual copying and pasting of issues and constant monitoring of both platforms were not sustainable, particularly for a company leading in technology-driven energy solutions. These operational inefficiencies could hinder timely responses to customer inquiries and could affect overall service delivery, impacting customer satisfaction and operational agility at a higher scale. Therefore, Kaluza wanted to plan ahead and prepare to deliver the highest quality service as they scaled.

Integration Objectives:

The primary objective for Kaluza was to overhaul their integration system to achieve a seamless, automated flow of information between their Jira instances and their customers' Jira instances, with the potential to offer integrations to other customers using various sets of tools like Zendesk. Key objectives included:

  • Efficient Support Management: Automate the linkage of tickets with ongoing updates to ensure quick, timely responses to customer issues. This includes automatic ticket routing based on issue complexity and origin, directly into the appropriate Jira environment for resolution.
  • Migration of Legacy Data: Initially, approximately 1,500 historical tickets needed to be migrated to unify past and ongoing customer interactions under a single, accessible system. This migration was critical for maintaining continuity of service and data integrity.
  • User-Centric Integration: Implement a solution that required minimal input or action from customers, focusing on integration that would be invisible to end-users and would significantly enhance process efficiencies.
  • Single User Interface: A streamlined, single user interface that Kaluza could manage without needing the customer to execute actions on their end was essential for ensuring ease of use for their teams. This setup allows Kaluza to set up, manage, and adjust the integration to their and their customers' needs dynamically. As integrations are a living entity—requirements change, fields needed to be synced change, there may be a need to integrate additional projects or add some additional filters and conditions—with a single UI, Kaluza is able to address everything quickly without waiting for anyone to execute actions in a separate UI on their end.
  • Agile and Flexible Solution: The new tool needed to be adaptable and flexible, capable of quick modifications to accommodate the specific needs of Kaluza’s business operations and rapid scaling as necessary.

Kaluza aimed to eliminate the inefficiencies of their previous system, which involved redundant processes and was not scalable. The new integration tool was expected to not only enhance operational efficiency but also contribute to a higher level of customer engagement and satisfaction by improving response times and service quality. This shift was vital for supporting Kaluza's growth and maintaining their position as a leader in innovative energy solutions.

4. Vendor Evaluation Process - Getint vs Exalate vs Backbone 

Initial Challenges with Competitors:

Kaluza's journey in finding an optimal integration tool began with evaluating Exalate and Backbone, each presenting distinct operational challenges that highlighted their inadequacy for Kaluza's dynamic integration needs.

Exalate's Complex Setup:

  • The requirement for Exalate to be installed on both Jira instances involved in the integration was extremely cumbersome. Kaluza found Exalate hard to use, leading to an unpleasant experience that resulted in discontinuation after just a few days. The need for dual installation created a setup that was complex, error-prone, and not user-friendly, directly contrasting with Kaluza's requirements for an efficient and streamlined operation.
Exalate UI

Backbone's Limitations:

  • Similarly, Backbone required connectors to be installed on both participating Jira instances. This setup not only doubled the effort but also significantly increased the total cost of ownership by necessitating separate licenses for each instance. Furthermore, considering Kaluza often integrates with large corporations possessing Jira systems with over 8,000 users, the licensing costs—calculated based on user counts—could escalate into considerable sums. This financial burden posed a major deterrent for potential partners, making Backbone impractical for Kaluza’s extensive and varied integration needs.
Backbone's UI

Discovery and Decision to Choose Getint:

After these experiences and evaluating other options within the Atlassian Marketplace, Kaluza focused on Exalate and Getint. However, Getint emerged as the superior solution due to several compelling advantages:

Simplified Installation and Management:

  • Unlike its competitors, Getint requires installation on only one side of the integration. This unique approach significantly reduces the initial setup complexity and expedites deployment processes. As highlighted by a key stakeholder: 

"Getint was another level, it’s easy to use, instructions are built-in—within the product, on the step where you may look for them. Further down the road, with more advanced scenarios needed, we were able to use their documentation and video guides."

Cost-Effective Licensing Model:

Getint offers a flexible licensing model that accommodates the varying needs of businesses, ensuring both compliance and cost-effectiveness. The model includes two main options:

  1. Standard Dual Licensing: This requires the Getint license to be installed on both Jira instances involved in the integration. The cost for each license is based on the user count of each respective Jira instance, which is aligned with the standard Atlassian Marketplace rules. This option is suitable for businesses that require full operational autonomy and control over both ends of their integrations.
  2. Hybrid License with Remote Access: In addition to the standard license obtained via the Atlassian Marketplace for the primary Jira instance, Getint offers a remote license for the second Jira instance. This remote license is available for a fixed fee of $4,000, providing a cost-effective solution for extended integrations. This fee can further be discounted under certain conditions, demonstrating Getint’s commitment to value-based pricing and support. This option is particularly advantageous for businesses looking to integrate with external partners where installing a full license on the partner’s system might not be feasible.

This licensing structure ensures that Kaluza can select the most appropriate and economical option based on their specific integration requirements and partner relationships, making Getint a versatile and financially accessible choice for their extensive Jira integration needs.

Agility and Customization:

Getint's flexibility allows for rapid adjustments to integration settings to meet evolving business needs. This agility is essential for Kaluza, whose requirements can change swiftly as their operations expand.

Reporting Capabilities:

Getint’s reporting functionality stands out with its comprehensive and robust system. It features a dedicated section that offers detailed analysis of integration runs, including outcomes, statuses, and links to specific triggers. This makes it exceptionally efficient for managing integrations at scale and allows for a deeper understanding of integration dynamics. Unlike the limited side panel shown within a specific ticket by Backbone and Exalate, Getint provides a more holistic view through a separate reporting section. This section sums up runs and showcases a detailed table that enhances visibility and aids in proactive management. The inclusion of detailed logs for each run is invaluable for troubleshooting, offering insights that can swiftly rectify issues. Whenever an error occurs, Getint specifies the cause, empowering users to address problems quickly and effectively, making it a superior choice for organizations that require thorough and actionable reporting tools.

Migration Capabilities:

Getint excels in its migration features by offering a highly customizable approach to data transfer. Unlike the all-or-nothing sync approach of Backbone, which lacks granularity, or Exalate, whose Bulk Sync feature was left untested due to Kaluza's dissatisfaction with the tool's overall user interface and experience, Getint allows users to precisely control what data is migrated. This can be tailored to include specific time frames or particular historical tasks, ensuring only relevant data is transferred. Migration can also be triggered under specified conditions, such as migrating tickets that contain a certain label, providing Kaluza with the flexibility to align the migration process with their strategic objectives. This level of detailed control and customization in the migration process is a significant advantage of Getint, offering capabilities that are not as refined or flexible in Backbone or Exalate. This makes Getint particularly suitable for organizations that require targeted migration strategies to preserve data integrity and relevance during the integration process.

Continuous Product Evolution:

  • Getint releases new updates every two weeks, including new features, improvements, and bug fixes, demonstrating a strong commitment to continuous product enhancement. Their responsive nature and openness to user feedback help ensure that the tool remains aligned with customer needs.

These combined attributes clearly established Getint as the best choice for Kaluza, setting a new standard for efficiency, flexibility, and user satisfaction in their integration processes.

5. Implementation of Getint

Setup Process:

The implementation of Getint at Kaluza was characterized by its simplicity and efficiency. Kaluza’s IT team found the installation process straightforward, with no need for installations on both ends of the integration—a major advantage over the previous solutions evaluated. Getint's design allows for a rapid setup, significantly reducing the time and technical overhead previously experienced with other tools. The intuitive nature of the interface, coupled with built-in instructions within the product, facilitated a seamless integration process. This ease of use was further supported by comprehensive documentation and video guides that were readily available to assist Kaluza’s team with any complex scenarios that arose during the integration.

Field Mapping 1
Field Mapping 2

Intuitive and Easy-to-Use Interface:

Getint’s user interface is notably intuitive, making it easy for Kaluza’s team to adopt and use effectively without extensive training. The streamlined design ensured that all functionalities were easily accessible, enhancing user engagement and operational efficiency right from the start.

Data Migration and System Integration:

During the initial phase of the implementation, Kaluza focused on migrating approximately 1,500 historical tickets. While Getint’s migration tools offered powerful capabilities, there were initial limitations in the trial version that restricted full testing of this feature. Kaluza communicated their need for a more extensive testing phase to ensure the tool met their expectations. Responsive to Kaluza’s needs, Getint provided a fully functional trial for the migration process, which solidified Kaluza's confidence in the tool. This cooperative approach fostered a sense of partnership, making the integration process feel like a collaborative effort with Getint’s team.

Customization and Flexibility:

Kaluza required comprehensive access to all fields within their Jira projects. Initially, Getint displayed only the fields available on the ticket creation screen, which limited the visibility needed for effective integration. Upon understanding Kaluza’s specific requirements, Getint committed to custom development to tailor the platform accordingly. This customization ensured that Kaluza could manage their integration precisely as needed, highlighting Getint’s flexibility and customer-focused approach.

Support and Partnership:

The Kaluza team was particularly impressed by the personal commitment shown by Getint's co-founder, Jacek, who provided support even while on holiday. This dedication not only expedited the integration process but also demonstrated a profound level of care for Kaluza's success, which was instrumental in building a strong, trusting relationship between the two companies.

Client Testimonial:

Reflecting on the experience, a Kaluza executive shared, “From the moment we had the first initial call up to now, the level of the service that Getint has provided, the trust you’ve given us, and the support you've given us is something that I saw only in a few companies in my whole career. That support is what makes the product stand out; we can easily place it on the shelf with the best in class companies. There are other tools that can technically do similar things, but the approach is so special, that the overall combination of great product and great service makes it a perfect solution to go with.”

Overall, the implementation of Getint has transformed Kaluza’s integration processes, replacing what was once a cumbersome system with a streamlined, robust, and user-centric solution that has significantly improved internal efficiencies and positively impacted customer engagement and satisfaction.

6. Success Metrics and Reporting

Evaluation of Integration Success:

The success of the Getint implementation at Kaluza can be quantitatively and qualitatively assessed through various metrics. Key indicators include the reduction in time spent managing integrations, increased accuracy in data handling, and significant improvements in response times to customer inquiries. The seamless synchronization of data across systems has allowed for more efficient operations and enhanced decision-making capabilities, directly impacting Kaluza's ability to serve their customers effectively.

Reporting Enhancements:

Getint’s robust reporting capabilities have provided Kaluza with unprecedented visibility into their integration processes. The dedicated reporting section within Getint, which aggregates data on integration runs, outcomes, and statuses, offers a granular look at the performance metrics. This is a substantial improvement over the basic side panel reporting offered by competitors, which only provided status updates on specific tickets. With Getint, Kaluza can access comprehensive logs and detailed reports that facilitate proactive management and quick resolution of any issues, greatly enhancing their operational oversight.

7. Pricing and Licensing

Transparent and Flexible Pricing:

Getint's pricing model has been a game-changer for Kaluza, particularly in terms of cost-effectiveness and scalability. The hybrid licensing model provides a standard dual license for local Jira installations and a remote license option for integrating with external systems. This model allows Kaluza to maintain control over their costs while scaling up their integration capabilities as needed.

Remote Licensing Advantages:

The remote license option, priced at a fixed fee of $4,000, can be discounted under certain conditions, reflecting Getint’s commitment to value-based pricing and long-term customer relationships. This aspect of Getint’s service offering has not only helped Kaluza manage their initial costs but has also ensured that the pricing structure supports their future growth and expansion strategies.

These sections on success metrics and pricing detail how Getint has effectively met Kaluza’s needs through superior functionality, user-friendly interfaces, and a flexible pricing model that accommodates their growth and expansion in the energy sector. The success of this integration highlights Getint’s pivotal role in enhancing Kaluza's operational efficiencies and its strategic position in the market.

8. Summary

User Feedback:

Kaluza’s adoption of Getint has been met with overwhelmingly positive feedback from both the technical and business sides of the organization. Renato Osorio, the Tech Lead, and Mitchell Cole, the Project Lead, have both praised Getint for its intuitive design and ease of use. The integration tool's reliability and the responsive customer support provided by Getint have been particularly appreciated, fostering a sense of partnership and trust between Kaluza and Getint.

Comprehensive Summary in Q&A Form

Q1: What was the main objective of Kaluza's Jira Jira integration project?

A1: The primary objective was to achieve a seamless, automated flow of information between their Jira instances and their customers' Jira instances. This included automating ticket linkage, migrating legacy data, providing a user-centric integration, and ensuring the setup was manageable by Kaluza without requiring customer action.

Q2: Why did Kaluza need to migrate from their initial Jira setup?

A2: Kaluza's initial setup involved using two separate Jira Service Management instances with manual coordination. This method was inefficient, time-consuming, and prone to errors. As operations grew, these inefficiencies could hinder customer service delivery and operational agility, necessitating a more robust and automated Jira Jira integration solution.

Q3: What were the challenges faced with Exalate and Backbone during the Jira Jira integration vendor evaluation process?

A3:

  • Exalate: The requirement for installation on both Jira instances involved in the integration was cumbersome. The setup was complex, error-prone, and not user-friendly, leading Kaluza to discontinue its use after a few days.
  • Backbone: Similar to Exalate, Backbone required connectors on both Jira instances, increasing the total cost of ownership. The licensing costs, calculated based on user counts, could escalate significantly, making Backbone impractical for Kaluza's extensive Jira Jira integration needs.

Q4: What advantages did Getint offer that made it the preferred choice for Kaluza's Jira Jira integration?

A4:

  • Simplified Installation and Management: Getint requires installation on only one side of the integration, reducing setup complexity and expediting deployment.
  • Cost-Effective Licensing Model: Getint’s flexible licensing model, including a remote license option, provided a cost-effective solution.
  • Agility and Customization: Getint allows for rapid adjustments to integration settings, accommodating Kaluza’s evolving business needs.
  • Robust Reporting Capabilities: Getint offers comprehensive reporting tools, enhancing visibility and proactive management.
  • Continuous Product Evolution: Getint releases updates every two weeks, showing a commitment to continuous improvement.
  • User-Friendly Interface: The intuitive design made it easy for Kaluza’s team to adopt and use effectively.

Q5: How did Getint handle the data migration and Jira Jira integration for Kaluza?

A5: During the initial phase, Kaluza focused on migrating approximately 1,500 historical tickets. Getint provided a fully functional trial for the migration process, allowing Kaluza to ensure the tool met their expectations. Getint’s customization ensured that Kaluza could manage their integration precisely as needed, highlighting Getint’s flexibility and customer-focused approach.

Q6: What was the client’s experience with Getint’s support and partnership during the Jira Jira integration?

A6: Kaluza was impressed by the personal commitment shown by Getint's co-founder, Jacek, who provided support even while on holiday. This dedication expedited the integration process and demonstrated a profound level of care for Kaluza's success, building a strong, trusting relationship between the two companies.

Q7: What were the success metrics and outcomes of the Getint implementation for Kaluza's Jira Jira integration?

A7: Success was measured by the reduction in time spent managing integrations, increased accuracy in data handling, and significant improvements in response times to customer inquiries. Getint’s robust reporting capabilities provided Kaluza with unprecedented visibility into their integration processes, facilitating efficient operations and enhanced decision-making.

Q8: How did Getint’s pricing and licensing model benefit Kaluza in their Jira Jira integration?

A8: Getint's flexible pricing model, particularly the remote license option, provided a cost-effective solution that supported Kaluza's growth and expansion strategies. The transparent and flexible pricing helped Kaluza manage costs while scaling up their integration capabilities as needed.

Q9: What feedback did Kaluza provide about Getint's Jira Jira integration?

A9: Kaluza’s team praised Getint for its intuitive design, ease of use, and reliable functionality. They appreciated the responsive customer support and the strong partnership established with Getint. Kaluza executives highlighted the exceptional service and support provided, which distinguished Getint as a best-in-class solution for their Jira Jira integration needs.

Q10: What was the overall impact of Getint's Jira Jira integration on Kaluza’s operations?

A10: The implementation of Getint transformed Kaluza’s Jira Jira integration processes, replacing a cumbersome system with a streamlined, robust, and user-centric solution. This significantly improved internal efficiencies, positively impacted customer engagement and satisfaction, and met Kaluza's operational needs and strategic objectives.

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