Case Study: MagView improves real-time customer support with Atlassian Jira Service Desk

MagView fights cancer with Jira Service Desk, Jira Software, and Hipchat

MagView, a healthcare and life sciences company that supports mammography and lung screening centers, needed a faster way to manage customer incidents as its homegrown service desk struggled to scale. Using Atlassian Jira Service Desk, along with Jira Software and Hipchat, the team aimed to improve the feedback loop between customers, IT, and developers while handling requests from more than 400 facilities.

Atlassian Jira Service Desk helped MagView create a customizable command center for support, with Hipchat alerts for critical issues and real-time coordination across IT and engineering. The result was much faster response and reporting, plus a 40% reduction in support backlog and significantly better visibility into tickets and priorities.

MagView

Dave Wehr

IT Support Manager