AKUO

From scattered workflows to a single entry point and a 360° view of IT assets.

Akuo Energy is a global player in renewable energy, developing, building and operating solar and wind farms across Europe, the Americas and Asia. With more than 470 employees worldwide, the company’s mission is clear: deliver sustainable energy.

Yet behind that mission, fragmented processes hindered internal collaboration. Employees handled requests via email, teams lacked a central ticketing system and IT assets were scattered across different sources. As the organisation grew, so did the pressure to create clarity and structure.

Two priorities stood out:

• A single help center for employee requests across IT, finance and business services.
• A unified approach to IT asset management with a golden source of truth.

The challenge was not only technical. It was also cultural. Teams needed to unlearn old habits and adopt new ones. “In the beginning, teaching people to use tickets was a real challenge. It took education, time, change management and user feedback to embed the habit,” Emeric recalls. For an international company with diverse teams and processes, this was no small feat.

Atlassian recommended Idalko as a partner. From the first pilot, the collaboration grew into a long-term relationship. What made the difference?

• Professionalism and expertise. “Idalko doesn’t just set things up. Idalko guides, trains and makes sure we stay autonomous. If we need to go further, Idalko is there with deep expertise.”
• Evolving workshops. Together, Akuo and Idalko reviewed workflows, explored best practices and built solutions step by step. Each phase added value and gave teams confidence that they were moving in the right direction.
• Future-ready thinking. Idalko designed workflows that could evolve. “When we set up ticketing, Idalko already kept doors open for knowledge base and CMDB (Configuration Management Database) later. Not every partner does that.”

This approach also meant aligning different departments and helping non-technical teams understand the value of structured processes. By integrating change management into the project, Idalko ensured adoption was not just possible but sustainable.

The impact was tangible and visible across the organisation:

• Employees gained one clear entry point for requests, reducing confusion and improving satisfaction.
• IT achieved a 360° view of assets, enabling automation of recurring tasks and creating reliable data for decision-making.
• Support agents shifted from repetitive questions to higher-value, business-focused work, allowing them to contribute more strategically.
• New processes extended beyond IT to finance and operations, boosting collaboration across departments and creating a more unified way of working.

The changes also laid the foundation for further innovation. With reliable data and structured workflows, Akuo can now explore automation at scale and integrate additional departments without starting from scratch. This future-proof setup ensures that the company can continue to grow without adding complexity.

Idalko took the time to question needs before implementing solutions, ensured alignment throughout the project and provided proactive follow-up when Atlassian changes impacted Akuo. This embedded, long-term perspective turned Idalko into a true strategic partner rather than just a technical provider.

Whether it’s ticketing, asset management, or knowledge sharing, a unified approach transforms how teams work. With Idalko as a partner, you don’t just implement tools—you build clarity, scalability, and results that matter.

Let’s talk about your next step.