Atlassian × Applied Systems
Atlassian x Applied Systems, from black hole to 98% SLA in two days
SLA success rate from 75% to 98% within two days
Requests into a black hole to full visibility and accountability
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Why it works
The case study earns its headline by anchoring to a specific before-and-after metric (75% to 98% SLA) with a concrete time frame (two days), which makes the result credible and memorable. The black hole metaphor runs through the entire narrative and gives the before-state a vivid, relatable shape. There is a mild coin-flip between Breakthrough (SLA rate going up) and Efficiency (80%+ time saved on reporting), but the headline and opening lead with the SLA jump, so Breakthrough wins.
Steal this
The recurring 'black hole' metaphor introduced in a direct customer quote and then echoed in section headers and closing copy gives the whole piece a spine. One concrete image does the work that three paragraphs of problem description usually cannot.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Atlassian's published work; we link to the source and lead with our analysis.