Case Study: The Very Group modernizes and centralizes service management, boosting employee satisfaction to 4.9/5 with Jira Software

How The Very Group’s $2B retail enterprise modernized and centralized service management

The Very Group, a digital-first UK retailer with brands like Very and Littlewoods and over £2bn in annual revenue and 3,000+ employees, moved IT services in-house and faced a “clunky,” highly manual legacy service system that relied on phone and email. The team needed a modern, user-friendly service platform to improve employee and customer experience and align with broader organizational standards.

Working with Atlassian partner Clearvision, The Very Group built a Jira Service Management prototype in three to four weeks, integrating it with Jira Software and Confluence and adding a self-service portal, knowledge base, workflows and automations. Adoption was rapid—tens of thousands of tickets in the first seven months—and the platform delivered a 4.9/5 average satisfaction score, faster change lead times, streamlined access and compliance controls, and growing demand from other teams to adopt service desks.

The Very Group

Rob Crompton

Head of Service Management