ICG partnered with Eficode to replace legacy email workflows with a structured Jira Service Management system, enhancing financial operational control. By combining hands-on collaborative upskilling with a custom-built automation app for invoice processing, Eficode enabled ICG to achieve greater visibility, improved reporting, and long-term self-sufficiency.
In a nutshell
Company
ICG (formerly Intermediate Capital Group) — a global alternative asset manager and FTSE 100 constituent.
Challenge
The Finance team managed critical requests—like invoice processing connected to Workday—through legacy email inboxes. This made it challenging to enforce workflows, measure performance, or share internal knowledge.
Solution
Implement a new Jira Service Management (JSM) service desk for Finance, including hands-on training and a custom-built app to integrate JSM with the OCR payment system.
Delivery model
A collaborative and hands-on approach focused on upskilling ICG’s internal technology infrastructure team for long-term independence.
Impact
Replaced legacy email processes with a single, structured system for handling financial requests—enabling clear metrics on fulfillment time, response volumes, and service performance.
A complex invoice process was successfully automated—something native JSM couldn’t handle on its own.
Technologies
Jira Service Management (JSM), Atlassian Cloud, custom-built Jira app.
Project overview
ICG is a global asset manager with a strong focus on control and auditability—especially across financial operations. To support this, the Global IT team, led by Andy Milne, Head of Core Infrastructure and Architecture, identified a key need to modernize their service delivery approach.
As a long-term Eficode Total Support customer, ICG had access to certified Atlassian experts who could support their journey while allowing the internal IT team to focus on business priorities. Building on this partnership, ICG brought us in to lead the implementation and provide ongoing support for long-term success.
While ICG already used Atlassian tools for IT Service Management, the Finance team still relied on shared mailboxes to handle payment and invoice requests. This made it hard to manage handovers, enforce processes, or report on performance.
The goal: Move Finance from mailbox-based workflows to a structured, reportable system using JSM—delivering the kind of service excellence expected of a FTSE 100 company.
The challenge: from shared inbox to structured service delivery
Relying on email created three big issues:
Lack of control: With no defined workflows, it was hard to ensure consistency—especially for critical financial processes.
No visibility or reporting: Email “tickets” made it almost impossible to track performance or generate accurate data.
Manual workarounds: Invoices had to be manually extracted and forwarded to the OCR system linked to Workday—a step that needed to be fully integrated into the new JSM workflow.
"Getting a good level of reporting and metrics out of that system is tricky. This was a method of capturing all those things into a structured system, making sure that therefore we now have tickets, SLAs, and prescribed workflows."
The solution: seamless workflows through smart development
We proposed a packaged JSM implementation with discovery sessions, user training, and collaborative setup. This approach provided the Finance team with the structure they needed, while also helping the IT team develop skills and confidence.
However, one technical hurdle stood out: connecting the JSM workflow to the OCR payment system in a manner that was both secure, reliable, and user-friendly.
Innovation: a custom invoicing app
When invoice requests arrived via email, they often included multiple attachments—such as social media icons or signature images—alongside the actual invoice PDF. Out of the box, Jira Service Management (JSM) couldn't distinguish which file was the real invoice or forward it securely to the OCR payment system. This meant automation wasn’t possible without a smarter, more targeted solution.
To bridge this gap, Eficode Software Consultant Matt Muschol developed a custom Jira app, built specifically for this use case and fully integrated into the JSM workflow.
Here’s how it works:
When a Finance agent transitions a ticket to ‘In progress for payment’, a custom screen appears.
The agent is authenticated to the mail system.
The app retrieves all attachments from the original email and displays them.
The agent selects the correct invoice file.
That file is then securely forwarded—via email, from the authenticated user—to the OCR system for processing.
“Without that piece of custom code, this would not have actually functioned. It was actually quite a nifty solution.”
This custom development ensured the entire process stayed within the JSM system, eliminating the need for manual workarounds or external tools.
“Whilst the requirement was relatively simple and straightforward, the solution required a surprising amount of creativity to overcome technical challenges and still keep it user-friendly. During this process, we presented several mock-ups and prototypes, which allowed ICG to make an informed decision on what solutions suit them best.”
Delivery and collaboration: a focus on upskilling
This project wasn’t just about implementing a new system. It was about building long-term self-sufficiency within ICG.
The delivery model centered around collaborative, half-day remote workshops. These sessions were hands-on—ICG team members drove the configuration themselves, with the Eficode consultant there to guide and support them.
“The collaborative sessions worked really well because each person could be in control of their own screen and actually see the changes in a meaningful way,”
One of the standout elements was how unknowns were handled. If the team hit a roadblock during a session, the consultant would "park" the issue, keep the session moving, and then return with a solution at the next meeting. That way, ICG’s internal time was spent on learning and progress—not troubleshooting.
“The process of implementing was hands-on from our side, allowing us to gain expert-driven guidance and support the product long-term, A key success was the willingness of the consultant to stop when we hit a problem and say, ‘We’ll get back to you in a very short timeframe,’ ensuring our time was always used effectively.”
Impact: data-driven operations
The transition to JSM transformed how the Finance team works and reports:
Meaningful metrics
The team can now generate clear, reliable reports on service requests—one of the project’s core goals.
“We can track, in an efficient manner, how many requests, what the fulfilment time of those requests are, and how many responses backwards and forwards, That gives us black-and-white numbers now, which is very helpful.”
Controlled workflows
All requests are now handled through a defined process with built-in accountability, replacing the unpredictable nature of shared mailboxes.
Greater self-sufficiency
Thanks to the hands-on delivery model, ICG’s internal team has been successfully upskilled. They can now confidently maintain and evolve the JSM setup without external support.
Looking ahead
Following the successful rollout in Finance, word has spread internally. New projects and expansion plans are now building on the foundation of the initial implementation and the ongoing support relationship with Eficode.
ICG is now focused on Phase Two: expanding Jira Service Management to other operational teams—such as HR—that rely on structured request handling. The Finance implementation is serving as a template for this wider rollout.
On the IT side, ICG is also working on maturing its own JSM service desk. Plans include launching a full service catalog, introducing change management, enabling self-service functionality, and exploring how AI could help reduce common ticket volumes.
“A fantastic project to work on, presenting a number of challenges along the way that called for creative and innovative solutions. We built a strong, collaborative relationship with the customer, who played a key role in helping us refine ideas from our workshops and move confidently through each stage of the process. With the support of a custom-built application, we were able to meet all requirements, and it was a pleasure partnering with ICG throughout the engagement.”
Advice for others
When asked what advice he’d give to others planning a similar implementation, the ICG team shared:
“Definitely make use of and budget, internal time effectively.
It’s actually a good idea to overload the sessions with internal resources—it spreads the knowledge and is a great way to bring the team up to speed in a meaningful timeframe.”
Talk to our experts to start your own transformation
Related client stories
