Case Study: Elkjøp achieves smarter, faster employee support with Atlassian Confluence

How Elkjøp is working toward automating 15% of tickets and improved service with Atlassian-powered AI

Elkjøp, the Nordic retailer of household goods and appliances, has used Atlassian tools to support its digital transformation and internal service operations for years. As ticket volumes grew, the company needed a faster, more efficient way to help employees find answers and resolve issues across its unified helpdesk, especially with Jira Service Management serving as a core business tool.

Using Atlassian Confluence to standardize content and build a structured knowledge framework, Elkjøp implemented Atlassian-powered AI capabilities in Jira Service Management, including a virtual service agent. Atlassian Confluence helped improve automation and support efficiency, and the company is now on track to resolve 10% of monthly ticket volume and save 3,000 hours per year across teams, with a goal of automating 15% of tickets.

Elkjøp

Jana Bohackova

IT Delivery Lead