Case Study: ENGIE achieves better customer experiences and 67% lower licensing costs with Atlassian Confluence

ENGIE Mexico transforms its ITSM to generate more value for their customers while saving time and money

ENGIE, a leader in renewable energy and low-carbon infrastructure, needed to modernize its IT service management as its Mexico subsidiary looked to replace ServiceNow with a more flexible, user-friendly system. Working with Atlassian Confluence and Jira Service Management, the team aimed to rebuild its service structure, support 1,700 users, and improve self-service and internal efficiency.

Atlassian Confluence helped ENGIE centralize its knowledge base and make manuals and processes easily available across teams, while Jira Service Management enabled a smooth migration and new ITSM capabilities. As a result, ENGIE México improved customer experience, reduced license costs by 67%, and freed up more than 200 hours per month of technical team time.

ENGIE

Jose Luis Lizárraga Castro

IT Support Engineer