Case Study: The Very Group achieves modernized, centralized service management and 4.9/5 satisfaction with Atlassian Confluence

How The Very Group’s $2B retail enterprise modernized and centralized service management

The Very Group, a £2.15bn digital retail and payments business with thousands of employees and millions of customers, brought IT services back in-house and found its legacy service-management tool was too basic and manual—relying on phone calls and emails and hindering employee and customer experience. Leadership saw an opportunity to centralize and modernize service management to match the company’s digital ambitions and improve speed, visibility, and control.

Working with Atlassian partner Clearvision, The Very Group deployed Jira Service Management in weeks and rolled it out organization-wide. The platform delivered immediate impact: a 4.9/5 average satisfaction score, over 50,000 tickets in the first seven months (including 16,000+ incidents), faster change lead times, stronger self-service and HR integrations, and stricter access controls and audit trails—boosting employee productivity and customer service.

The Very Group

Rob Crompton

Head of Service Management