How switching to Jira Service Management and Rovo helped Neta cut ticket escalations by 35%

Neta, the energy and utilities software platform from Engineering Group, migrated from BMC Remedy to Jira Service Management integrated with AI-powered Rovo agents. By consolidating 7,000+ documents into a shared Confluence knowledge base and deploying custom AI agents, the company achieved a 35% reduction in ticket escalations, enabling junior agents to handle complex issues independently and freeing senior specialists for higher-value work.