Case Study: Spotify achieves scalable, organized IT support and 8x knowledge-base growth with Atlassian Confluence

Spotify's IT team supports the company's hypergrowth with Atlassian

Spotify, a leading music streaming company based in Stockholm, faced a scaling crisis during rapid hypergrowth (about 600% in three years): in 2014 all IT requests arrived via a single email inbox, leaving no way to categorize or queue tickets, causing longer lead times and falling customer satisfaction.

Working with Atlassian partner Riada, Spotify implemented Jira Service Desk, Jira Software and Confluence to create a central ticketing system, self-service knowledge base and an iPad “Genius Bar” for walk-up requests. The team now categorizes 100% of tickets, increased knowledge-base articles eightfold, and has raised IT’s profile as an innovative service center.

Spotify

Rick Wacey

IT Leads Team