Case Study: MagView achieves 40% support backlog reduction and faster critical-incident response with Jira Software

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

MagView is a radiology information software company that helps medical centers track mammograms and deliver time‑sensitive results to fight cancer. Serving over 400 hospitals, screening centers and military installations, MagView found its homegrown service desk couldn’t scale and needed a faster feedback loop between customers, IT support, and developers to handle critical incidents.

MagView implemented Jira Service Desk alongside Jira Software and Hipchat to create an integrated command center and ChatOps workflow. Real‑time Hipchat alerts and Jira dashboards improved coordination and visibility, slashed the support backlog by 40%, sped up reporting, and enabled IT and engineering to respond to critical tickets immediately—helping the company deliver faster, more reliable care.

MagView

Dave Wehr

IT Support Manager