Case Study: ServiceChannel saves 100+ hours per week and cuts change failure rate 42% with Atlassian Confluence

ServiceChannel delivers best-in-class customer experiences with Atlassian Cloud products

ServiceChannel, the #1 facilities management platform used by 500+ global brands to manage 360,000+ locations, needed more flexible, scalable tools and processes as it grew. Its server-based systems couldn’t support cross-functional collaboration, knowledge management, or modern release workflows, creating inefficiencies across Product, Engineering, and customer-facing teams.

By migrating to Atlassian Cloud—primarily Jira Software and Confluence—and integrating tools like Jira Cloud for Google Sheets, ServiceChannel created a single source of truth, automated development and release tasks, and improved visibility across teams. The changes saved the company more than 100 hours per week, cut its change failure rate from 4.7% to 2.7% (a 42% decrease), sped up releases, and improved customer communication and remote collaboration.

ServiceChannel

Zac Wolf

Director of Product