Case Study: Spotify achieves scalable, innovative IT support during hypergrowth with Atlassian (Jira Service Desk & Confluence)

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

Spotify, a fast-growing global music streaming company, faced scaling problems in its IT support as employee service requests exploded during rapid expansion. In 2014 all requests arrived via a single email inbox, creating long lead times, no way to categorize or queue tickets, and declining customer satisfaction.

Spotify implemented Jira Service Desk (with Atlassian partner Riada) and integrated it with Confluence to build a searchable self-service knowledge base; they also added a Genius Bar iPad kiosk for walk-up requests. The IT team now categorizes 100% of tickets, has an 8x increase in knowledge-base articles, and has raised its profile as an innovative service center within the company.

Spotify

Rick Wacey

IT Leads Team