Case Study: Friday Media Group achieves increased efficiency and a single global service desk with Atlassian Jira Service Desk

Increasing efficiency at UK's largest independent media company with JIRA Service Desk

Friday Media Group, the U.K.’s largest independent media company with roots back to 1974 and a portfolio of more than 80 websites and 10 publications, struggled with inefficient, fragmented request management across global offices. Teams relied on spreadsheets, Google Forms, Word docs and various production tools, so the company needed a solution that was quick to implement, simple to use, and easy to roll out worldwide.

Friday Media Group standardized on Jira Service Desk as a single global service desk, enabling reps to log calls into a customer portal, auto-assign tickets, and track requests from creation to fulfillment with built-in reporting for managers. With minimal training, 100+ reps adopted the tool, processing over 10,000 tickets since December, improving efficiency, transparency, reporting, and consolidating multiple systems into one.

FridayMediaGroup

Katie Balkham

Commercial Operations Manager, Friday Media Group