FARO Technologies, a global technology company specializing in software-driven 3D measurement and imaging, partnered with Eficode to optimize and modernize its Atlassian Cloud environment. This included streamlining operations, aligning internal capabilities, consolidating billing, and reducing operational costs while ensuring FARO’s tools could scale effectively.
In a nutshell
Company
FARO Technologies is a global technology company specializing in software-driven 3D measurement and imaging.
Challenge
FARO faced inefficiencies due to multiple, fragmented Atlassian Cloud sites across its IT, Marketing, and R&D teams, leading to duplicated efforts, siloed workflows, and increased operational costs. They also needed to replace their existing ITSM tool.
Solution
FARO partnered with Eficode to consolidate multiple Atlassian Cloud sites into a single Jira and Confluence Cloud instance. Eficode also helped implement Jira Service Management within the new unified Jira instance, replacing ServiceNow.
Benefits
Unified Atlassian environment with greater visibility of cross-functional work.
Improved collaboration, standardized processes, and faster decision-making across IT, Marketing, and R&D.
Significant efficiency gains and reduced complexity.
Cost savings and consolidated billing.
Foundation for future automation and advanced reporting.
Empowered internal teams through a "learn by doing" approach, ensuring long-term maintainability.
Simpler and more flexible IT request processes with Jira Service Management.
This collaboration involved two major initiatives: A cloud-to-cloud consolidation and deployment of Jira Service Management.
Identifying opportunities for improvement
Recognizing inefficiencies caused by operating multiple Atlassian Cloud sites, FARO’s internal teams initiated a review of their system architecture, identifying an opportunity to simplify tooling, reduce complexity, and align their work management systems across teams, notably within IT, Marketing, and R&D. These functions were using separate instances of Jira for project and work management, which led to duplication of effort, fragmented reporting, and siloed workflows.
We knew that consolidating our Jira environments would unlock significant efficiencies across our IT, product, and marketing teams. It wasn’t just about cost savings. It was about visibility, collaboration, and scalability.
Cloud-to-cloud consolidation
To support FARO in this transformation, Eficode provided a full-time consultant who worked closely with stakeholders across the business. We consolidated multiple Atlassian Cloud sites into a single Jira and Confluence Cloud instance. This included:
Strategic discovery and stakeholder alignment.
Detailed risk assessment and mitigation planning.
Workshop facilitation across departments.
A phased, collaborative implementation approach.
By merging their systems, FARO gained a unified Atlassian environment that brought greater visibility to cross-functional work, supported consistent governance, and improved platform efficiency. The consolidation also laid the foundation for future automation and advanced reporting capabilities.
The new setup has helped us move faster and make better-informed decisions across teams. We're seeing the benefits of having all our work in one place.
A model of collaboration and capability-building
Our approach was intentionally collaborative, embedding our consultants within the FARO team to ensure seamless delivery and long-term maintainability. Kenny Paterson praised the adaptability and clarity of Eficode’s team, particularly highlighting the "learn by doing" method that empowered FARO’s internal teams to manage and expand their own systems confidently.
The work of Roosvelt and Sheetal was great. They were very responsive and able to explain issues in a way that different audiences could understand. The 'learn by doing' approach was a significant positive, empowering our internal team to manage the system effectively, unlike previous experiences where solutions were just 'thrown over the wall.'
I thoroughly enjoyed working with Kenny and the FARO team. Their openness to discussions on best practices and solution strategies, coupled with their strong decision-making skills, greatly contributed to the project's success. We look forward to a long and rewarding relationship with FARO.
The cloud consolidation project smoothly transitioned from an initial discovery phase, where communication around workshop requirements was efficiently refined, into successful implementation. Mr.Paterson highlighted Roosvelt and Sheetal's excellent delivery, noting that their performance exceeded expectations from the pre-sales phase.
Implementing Jira Service Management
After the consolidation, FARO replaced its ITSM tool, ServiceNow, with Jira Service Management. Eficode provided consulting support to design and implement a JSM environment within the new unified Jira instance, following best practices and aligning with FARO’s internal processes.
Sheetal played a key role in collaborating with FARO during the JSM setup, supporting workshops, configuration, and rollout while maintaining clear, proactive communication.
The move from ServiceNow to Jira Service Management has brought simplicity and flexibility to our IT request processes. It’s already making a difference.
Delivering results and enabling future growth
FARO’s unified Jira and Confluence environment has delivered efficiency gains, particularly across IT, Marketing, and R&D. The streamlined setup improves visibility, standardizes processes, and supports faster, more agile collaboration.
The project's success, driven by FARO’s proactive leadership and clear strategic direction, reinforces the value of investing in the right tooling and partnerships.
- Atlassian
- Cloud
- ITSM
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