Case Study: Össur boosts speed, service, and satisfaction with Jira Software (Jira Service Management)

Össur - Customer Case Study

Össur, a global leader in mobility and prosthetics with about 4,000 employees, faced fragmentation as teams relied on disparate CRM and project tools (Salesforce, FogBugz, Zendesk) that weren’t built for IT service management. That decentralized setup hurt efficiency, visibility, and cross-discipline collaboration as the company scaled into tech-enabled prosthetics.

Össur implemented Jira Service Management Premium across the organization and connected it to their Atlassian stack (Jira Software, Confluence, Bitbucket). The centralized platform created a single source of truth, automated workflows (e.g., prototype requests), and brought visibility to nearly 400 applications with Assets—reducing duplicates and costs. Adoption surged (about 60 to ~1,200 licensed users, ~20x growth), over 30 service desks now run on the platform, and employees submitted 21,000 workplace improvement ideas in the first year, improving speed, service, and satisfaction.

Össur

Valgeir Sigurdsson

Senior Applications Engineer