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From March 14th 2018 onwards, InTENSO provides its services and products under a new name: Deviniti.
Our organization needed a brand name that was consistent with our vision for the future. With global challenges ahead, we wanted to offer our products and expertise under a name that would resonate with a worldwide audience and reflect our dedication to helping our clients scale their businesses infinitely.
Established in 2004, over the years InTENSO Sp. z o.o. has grown into an entirely new organization, and becoming a Platinum Atlassian Enterprise Partner played a significant role in getting us to where we are right now.
Back in 2012, Atlassian had introduced its Marketplace where vendors could sell apps that extended the functionalities of Atlassian products. At the time, we had no idea how critical the Marketplace would become to the overall Atlassian ecosystem in the years to come.
The first app we published on the Atlassian Marketplace was based on a custom solution we developed for the Polish branch of a leading banking institution. Since we had the product ready, all it took was creating a logo, adding functionalities for license verification, writing a Marketplace description and the app was good to go. License verification turned out to be the most challenging part of the process because we have never done that before and had no clue how to make it work on the technical level.
The risk was relatively low, so we decided to go with it and try our hand on the Atlassian Marketplace.
At the beginning, our app didn’t get many downloads and earned us just a few dollars. We were able to deliver support on our own.
Once we knew how easy it was to turn software into an Atlassian app, we started to change other products we built for our customers. For example, we created Dynamic Forms for Jira with the idea that it would be published as an app on the Marketplace, addressing the common problem that our clients had experienced.
But things changed dramatically after we published our bestselling app, Extension for Jira Service Desk.
We created the app based on a project for MetLife, but adapting it to Jira Service Desk was a huge challenge. It took us an entire two weeks to come up with a mechanism that would allow the users of our app to change the Customer Portal. The app’s success shows that Jira Service Desk users need a tool for customizing the Customer Portal.
As people started to download more of our products from the Marketplace, no longer were we able to process support requests on our own. We needed a dedicated support team for our first and second support lines.
For a company where 99% of staff were developers, hiring support staff was a huge challenge.
But it was well worth the trouble – we’re still getting some of our best ideas from user inquiries and suggestions processed by our support team. Your feedback provides us with valuable information that inspires us in creating our next apps.
The continuous feedback we receive through our support is invaluable in creating new apps and improving the existing ones. Our support staff know our products inside out, have the significant technical knowledge, and are also aware of the business value that our features provide. Needless to say, our support officers don’t hesitate to share negative feedback with us. That is a huge motivator for us to work harder on perfecting our products.
At some point, we also realized that developing an app – even if it offered amazing functionalities – was simply not enough. We needed to create documentation for our products and make sure to market them, starting from designing the logos for our apps to writing descriptions for the Marketplace listings.
It turned out that soft skills were essential to the success of our products. As the next step, we launched a newsletter and needed to produce content to share with our subscribers.
Finding a developer who wanted to write content was next to impossible, so we hired content creators and technical writers who would help share useful tips about our apps and Atlassian software in general.
Over the years, we’ve become a part of the lively community surrounding Atlassian products. We participate in many Atlassian events all over the world, which help us to secure new partnerships and get noticed by customers.
We’re currently busy polishing our newly-published apps and continuously improving the existing solutions – especially the ones that focus on process implementation. We also aim to extend the functionalities of Jira Service Desk further and maintain our position as the leader in this market segment.
We are also dedicated to providing our customers with excellent support, be it user documentation or request processing. We strive to help users make the most of our apps by sharing useful tips on our blog and social media channels. We hope to start this new chapter with lots of inspiration and energy
Follow us on LinkedIn, Facebook or Twitter and subscribe to our blog where we plan to publish plenty of new content soon!
Dzmitry Hryb _Deviniti_
3 accepted answers