What you are about to watch / read is a case of expertise over experience.
A bit confusing at the first read, right?
Let us offer you the context:
Exclusive Networks, a global leader in cybersecurity and cloud solutions, has set a very healthy objective for their teams, something that actually many other companies should consider — optimizing their Jira platform to better align with their unique workflows. While they had in-house team members with experience using Jira, they quickly realized that using the tool and setting it up for long-term success are two very different things.
In their quest to get the most out of Jira, Exclusive Networks learned valuable lessons about the difference between “expert” users (which in fact is experienced user) and actual configuration specialists. Here’s a look at their journey.
The Challenge with In-House Expertise
Exclusive Networks had several team members who had used Jira for years. Many had even taken the initiative to position themselves as internal “Jira experts.” However, the company quickly hit a wall when they tried to adapt Jira to new workflows.
As Amelie Donnally, Global Program Delivery & Business Governance Director states, “A lot of people internally claim expertise because they’ve used Jira before. The reality is they’ve worked within pre-existing structures and don’t know how to configure it from the ground up to meet our needs.”
This challenge highlighted a key issue: the gap between knowing how to navigate Jira and knowing how to customize it properly. This realization led Exclusive Networks to seek external help to configure the platform more effectively.
Generic External Consultants: A Bumpy Start
Like many companies, Exclusive Networks turned to external consultants to bridge the knowledge gap. However, the first few rounds of consultants did not deliver the results they were hoping for. Despite promising a custom-tailored solution, the consultants often fell short of expectations.
“Many consultants claimed they had done it before,” said Amelie. “But what they delivered was generic and didn’t address our specific challenges. It became clear that they weren’t fully understanding how our company operates.”
Eventually, Exclusive Networks decided to pause and reevaluate their approach, recognizing that they needed more than just external help — they needed genuine, specialized expertise that aligned with their business needs.
Turning to True Atlassian Experts
At this point, Exclusive Networks began working with our team, Life in Codes. The best match for their needs was Sultan, one of the 15 consultants part of the team, but who has extended expertise on Jira. Sultan brought a fresh approach, focusing on understanding the company’s unique structure and needs before jumping into solutions. This shift in approach was exactly what the company needed.
“Sultan wasn’t just an expert in Jira,” noted Andy De Peter, Chief Information Security & Technology Officer at Exclusive Networks. “He understood how to configure Jira in a way that aligned with our workflows. Instead of applying a one-size-fits-all solution, he really took the time to design a system that worked for us.”
The result? The pilot project Sultan led was a breakthrough for the company. His expertise allowed the company to set up Jira in a way that was flexible, scalable, and fully integrated with their day-to-day operations.
The Power of a Tailored Solution
One of the most significant differences the Life in Codes consultant brought to the table was his focus on tailoring the system to Exclusive Networks’ specific needs. He didn’t come in with a cookie-cutter approach. Instead, he listened to the challenges the teams faced and designed a Jira setup that worked seamlessly with their existing tools and processes.
“The solution Sultan created was a game-changer for us,” said Andy. “We no longer had to force our workflows to fit into an existing Jira template. Instead, the system was built around how we actually work.”
This approach not only improved team efficiency, but also set the stage for future growth, as the system was designed to evolve alongside the company.
The Road Ahead
With Jira now properly configured to meet their needs, Exclusive Networks is ready to take full advantage of the platform’s capabilities. The system is not just a tool — they see it as a strategic asset that will continue to support their growth and evolving business needs.
Looking back, Exclusive Networks realizes that the key to success was finding a partner who could provide a customized solution rather than relying on general expertise: this is a reminder of the value of true expertise.
For other companies facing similar challenges, Exclusive Networks’ experience offers a clear message: when it comes to critical systems like Jira, don’t settle for anything less than true expertise. The right partner can make all the difference, ensuring the platform works for you — not the other way around.
And remember: there’s no substitute for specialists who understand both the technology and the business it serves.
Hungry for More?
Feel free to reach out and discuss with us the situation of your company, regardless of the industry — our case studies prove that we have strong expertise regardless of the profile of the company.
We’re experts in effective and efficient work.
You can directly book some time with our team here.
And don’t forget to subscribe for more insights that could save your business time and money (we won’t bombard you with tons of emails, we keep it short & sweet).
