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The Digital Solutions team previously relied on lengthy Word documents, leading to review friction, scope creep, and feature misalignment when multiple stakeholders returned marked-up versions. JLL sought a cloud-based solution enabling direct customer collaboration, structured requirements, traceability, online reviews, and Jira integration. After implementation and training, JLL achieved real-time documentation, better alignment, and eliminated cumbersome document workflows and version-control issues.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/jll-boosts-efficiency-customer-satisfaction-by-using-jama-connect/240395/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/jll-boosts-efficiency-customer-satisfaction-by-using-jama-connect/240395.png","ImageObject",442,249,{"name":88,"@type":89},"Cart","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-20","2026-09-11",true,{"@type":98,"interactionType":99,"userInteractionCount":76},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What problems did JLL face with its previous requirements process?","Question",{"text":108,"@type":109},"JLL relied on long Microsoft Word documents that were difficult and time-consuming to review. 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The team eliminated the lengthy Word-document workflow, reduced version control problems, and improved alignment between customer expectations and delivered solutions.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},240395,1789160929,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":79,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":125,"read_time":76},18829141979164,"https://eur-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","CUSTOMER STORY  \nJLL Boosts Efficiency, Customer Satisfaction by Using Jama Connect®  \nJones Lang LaSalle Inc.  \nWith a history dating back to the 1700s, the longevity of Jones Lang LaSalle Incorporated (JLL) is a testament to its relentless ingenuity. Many strategic changes are necessary to support a thriving real estate business for hundreds of years. And those sorts of shifts become more challenging when you consider that, at present day, this global leader of real estate and investment management counts 82,000 employees across 300 corporate offices around the world.  \nAnd yet it’s exactly those type of critical process adjustments that help the company successfully manage 4.6 billion square feet of property for clients in over 80 countries.  \nOne such example is a digital transformation initiative JLL underwent around 2013. Marshall King, Senior Vice President of IT  \nAt the heart of JLL’s Digital Solutions division is the mission to ensure seamless implementation of best-in-class technologies to help customers—including Fortune 1000 corporations, universities, and government entities—manage and optimize their real estate portfolios and investments.  \nKing oversaw a large-scale migration of its solutions to the cloud in an effort to help the team become more flexible and agile and to offer better client services. As part of that endeavor, it became clear the requirements management process being used by the Digital Solutions team had become more of a hindrance than an enabler.  \n“One of my goals during that time was to be the easiest company to work with,”King says.“We want our customers to feel like there’s not a lot of barriers to working with JLL, and that we make it easy. And Jama has become a key part of that.”  \nSolutions, was tasked with making a set of necessary changes to JLL’s processes for its Digital Solutions division—which counts nearly 900 members.  \nBurdened by the Weight of Documents  \nMembers of JLL’s Digital Solutions division primarily act as technology consultants, with the focus of defining and documenting customer requirements. Once created, the requirements are ultimately expressed as solutions that developers and architects design and deploy.  \nAs part of their previous process, JLL provided face-to-face and virtual meetings with customers, which would involve a series of workshops for requirements gathering purposes. To ensure accuracy, the team would write every detail in a Microsoft Word document, which would quickly turn massive and messy.  \nLengthy Word Docs  \nFollowing the client meeting, the Digital Solutions team would then spend a few weeks working on the requirements Word document—which, usually, by this point, numbered some 100-200 pages, including such things as a table of contents, multiple sections and sub-sections, screen shots, etc.—and send it back to the customer for review.  \nScope Creep and Misalignment  \nAfter all the time spent creating the requirements document, JLL didn’t really have any visibility into how thoroughly the customer actually reviewed it. Anywhere from a couple weeks to a month after  \nthe fact, 10 stakeholders or more would sometimes all pass marked-up versions of the document back to JLL. This typeof process can result in scope creep and disagreements, not just due to the amount of time involved in reviewing the gigantic document, but also because, invariably with the collaboration element being so imprecise, JLL would wind up building a feature or solution that the customer didn’t want.  \n“  \nSometimes you have to go back and fix it and there’s all that sunk cost with no revenue. Other times, you say no, and then you have an angry customer who might not continue to work with you or provide a reference. So, there’s definitely a lot of risk.”  \nMarshall King, Senior Vice President of IT Solutions, JLL  \nOver time, this process frustrated both JLL’s Digital Solutions team and its customers, precipitating the realization that changes needed to be made.  \nSearchi","cbCaig3qdSGkmfCr","https://ap.wps.com/l/cbCaig3qdSGkmfCr","pdf",1901070,8,"English","# Customer Story\n## Background and challenge\n## Searching for a cloud solution\n## Implementing Jama Connect\n## Results: improved process and alignment","[{\"question\":\"What problems did JLL face with its previous requirements process?\",\"answer\":\"JLL relied on long Microsoft Word documents that were difficult and time-consuming to review. Stakeholders often returned conflicting marked-up versions later, causing scope creep and misalignment about what the customer actually wanted.\"},{\"question\":\"Why did JLL choose Jama Connect?\",\"answer\":\"JLL wanted a cloud-based system that supported structured requirements, replicable templates, traceability for change management, online reviews and collaboration, and Jira integration. It also aimed to let customers engage directly without a login barrier.\"},{\"question\":\"What improvements did JLL report after adopting Jama Connect?\",\"answer\":\"JLL reported faster, clearer collaboration with real-time access and alignment. The team eliminated the lengthy Word-document workflow, reduced version control problems, and improved alignment between customer expectations and delivered solutions.\"}]","JLL Boosts Efficiency, Customer Satisfaction by Using Jama Connect | PDF"]