How LF Logistics Uses Exalate to Streamline Processes Between Their Call Center and Support Teams


Jira - Servicenow

LF Logistics (now rebranded to Maersk) is the logistics arm of the Li and Fung Group, a massive conglomerate operating primarily in Asia. They’re supply chain specialists, working in the sourcing and manufacturing for global brands.

They work on elements of design, acquiring materials, and using the appropriate factories for production. They work along every single element of the supply chain, and, through LF Logistics, even the logistics of transporting products once they’re successfully produced. 

The Problem

Li and Fung Group’s help center has always used ServiceNow, while LF Logistics used Jira. 

They needed to ensure information wasn’t being lost between the two different departments, especially considering how important logistics is to keep the entire supply chain running smoothly and efficiently. 

They needed a solution that could sync the two different platforms, without any potential data losses, all while ensuring that their teams were updated in real time. Due to both budgetary and logistical constraints, switching to ServiceNow was not an option.

The Solution

LF Logistics started exploring other solutions in the market for their integration. The primary requirement was that they wanted an integration with Jira already in place. After a couple of demos and internal discussions, Exalate impressed them with its features and functions at the best price. 

They also observed that a few other solutions they considered not only had fewer features but also were more expensive. 

LF Logistics began working with Exalate four years ago, to alleviate the potential risks and roadblocks caused by the wider group’s call center using ServiceNow. They found the solution instantly helpful.

The moment the ticket enters the help desk in ServiceNow, Exalate routes it to my team working in Jira. My team then provides feedback, which is immediately reflected in ServiceNow.

Ms. Teo

Team Lead – LF Logistics

Ms. Teo, the team lead at LF Logistics, can’t really imagine working without Exalate. The way it streamlined her team with the wider ServiceNow users at the parent company made work management extremely simple. She believes that even though some users are on ServiceNow and some on Jira, everything runs as smoothly as if both parties had been using the same system all along. 

Why Exalate?

The integration with Exalate is seamless… It’s like we’re working in one system.

Ms. Teo

Team Lead – LF Logistics

The Use Case

All over users rely on the Li and Fung group’s help center to register their issues. 

When a logistics-related issue is reported by a user within the logistics department, it is automatically directed to the LF Logistics team using Jira, facilitated by the Exalate integration. 

When this ticket is created in Jira from Li and Fung’s ServiceNow instance, pertinent comments are added for the LF Logistics team. 

Upon receiving the ticket, the Jira team promptly provides feedback and updates, which are instantly synchronized with ServiceNow. 

Consequently, when users inquire about updates through the help desk, the ServiceNow team can readily furnish them with accurate information. 

Meanwhile, the Jira team continues to work on resolving the issue. Once it’s resolved, the ticket is closed, triggering an automatic update to the ServiceNow team’s call center. The initial user who raised the ticket receives a status update or can directly view the status in the ServiceNow instance – it’s always up-to-date.


The Future

LF Logistics was recently acquired by Maersk, leading to massive structural changes in the way they organize their business and the way they keep track of tasks. 

At the moment, they’re still using Exalate to seamlessly integrate different platforms in real time. When they move over entirely to Maersk’s way of doing things, they’ll still champion Exalate as the solution to keep their different work management systems and ecosystems flawlessly in sync. 

Without Exalate, we would have had to add each developer to Salesforce to be able to track that information, which would have been a huge cost on our side.

Adrian Salazar,

QA Engineer at POSaBIT