Case Study: The Telegraph achieves 140% higher customer satisfaction and 66% faster resolution times with Atlassian Confluence

How the agile manifesto rescued The Daily Telegraph’s service desk

The Daily Telegraph, a major UK publisher serving over 3 million readers and supporting 1,000+ employees, faced a pressing challenge: their outsourced IT support met SLAs but left staff dissatisfied because issues weren’t fully resolved. Carol Johnson, Director of Service Delivery, was tasked with bringing service delivery back in-house and doing it within three months.

Her team applied agile manifesto principles and deployed Jira Service Desk to build a minimum viable product—customer portal, queues and a knowledge base for the top issues—while running daily stand-ups and iterating with user feedback. The switch to agile practices and a self‑service library delivered value on day one, met the three‑month deadline, increased customer satisfaction by 140% and cut resolution time by 66%.

The Telegraph

Carol Johnson

IT Director