Question 1

Does MESKRU know retail from its own experience?

Accepted Answer

Yes. Before founding MESKRU, we were responsible for Atlassian environments at corporations such as ALDI Nord. So we know the needs of a large retailer from the inside, not from a textbook.

Question 2

Is Jira Service Management a good fit for retail?

Accepted Answer

Yes. Jira Service Management is not limited to IT. In retail we use it for customer service, store IT support, requests to head office and supplier queries. Each area gets its own portal, while the data sits on one platform.

Question 3

How do stores report issues without calling head office?

Accepted Answer

Through a service portal with a few clear request types, such as “Till not working” or “Printer broken”. Stores open it via a link or QR code. The report goes straight to the right team, and the store can see the status at any time.

Question 4

What is Atlassian Customer Service Management?

Accepted Answer

Customer Service Management (CSM) is Atlassian's solution for customer service, built on Jira Service Management. Requests from email, portal, chat and phone arrive in one place, and Rovo AI recognises the request and drafts replies. Read more in our whitepaper on customer service in retail.

Question 5

Can Jira connect to our shop system and ERP?

Accepted Answer

Yes. We connect systems such as Shopify, Shopware, Salesforce, HubSpot, SAP, Microsoft Dynamics 365, DHL and DPD, so order, customer and shipment data sits right on the work item. We work out which connections make sense in the first call.

Question 6

Cloud or Data Center?

Accepted Answer

We recommend Atlassian Cloud. Atlassian is phasing out Data Center, with the final end on 28 March 2029. New features such as Customer Service Management and Rovo AI are built for the cloud.

Problem Statement	What retailers often experience	How MESKRU provides support
Requests stuck in inboxes	Customer requests land in email inboxes and are sorted by hand	We bring every channel into one inbox, with Customer Service Management and Rovo AI
Store outages	Whenever a till or scanner fails, the store calls head office	We set up a service portal where stores report issues and see the status
No overview of devices	Nobody knows exactly which device is in which store	We map tills, devices and locations in Assets, linked to the work items
Peak season	Around Black Friday and Christmas volumes rise and every change becomes a risk	We prepare change freezes, on-call rotas and templates for common requests
Coordination by email	Suppliers, purchasing, marketing and stores coordinate through emails and spreadsheets	We bring approvals, campaigns and store projects together in Jira

Atlassian for retail.

Retail and consumer goods companies we work with.

Your challenges

Our solutions for retail

Service Management

Strategy & Operations

Cloud Migration & Integration

Activation & Support

Why retailers work with us

Frequently Asked Questions

Where do your requests get stuck?