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

The Telegraph is now reaching 25 million users a month

The Telegraph, a major news publisher reaching more than 25 million unique users a month, decided to in‑source IT service management to improve resolution times and transparency. Facing a tight deadline to build and implement a service management solution in under three months, IT Director Carol Johnson engaged Atlassian partner Valiantys for help.

Valiantys implemented Jira Service Desk integrated with Jira Software and Confluence, enabling closer collaboration between IT and development teams and a self‑service knowledge base. The team was self‑sufficient within three months and achieved measurable gains: 66% faster time to resolution, 50% shorter call‑wait times, 140% higher customer satisfaction, and a reduction in change‑approval time from eight days to one.

The Telegraph

Carol Johnson

IT Director