Case Study: MagView achieves 40% support backlog reduction and real-time incident response with Atlassian (Jira Service Desk, Jira Software & HipChat)

MagView fights cancer with JIRA Service Desk, JIRA Software, and HipChat

MagView, a Washington, D.C.–based leader in radiology information software that supports more than 400 hospitals and screening centers, needed to improve its customer support for time-sensitive mammography and lung-screening results. Its homegrown service desk wasn’t scaling, and the company required a faster feedback loop between customers, IT, and developers to ensure critical incidents were addressed immediately.

MagView deployed Jira Service Desk with Jira Software and Hipchat to create a customizable command center and enable ChatOps; Hipchat alerts notify IT of critical tickets so teams can respond in real time. The integrated stack increased visibility and coordination, streamlined reporting with dashboards, established public Q&A rooms, and cut the support backlog by 40%, enabling faster incident resolution and better patient care.

MagView

Dave Wehr

IT Support Manager