Case Study: ServiceChannel achieves 100+ hours saved per week and a 42% reduction in change failure rate with Jira Software

ServiceChannel delivers best-in-class customer experiences with Atlassian Cloud products

ServiceChannel, the #1 facilities management platform used by 500+ global brands to manage 360,000+ locations, needed more flexible, scalable tools to support growth and a customer-first culture. Their server-based processes and fragmented documentation made release management, knowledge sharing, and cross-team collaboration slow and error-prone, limiting the company’s ability to plan, communicate, and deliver product updates efficiently.

By migrating to Atlassian Cloud—primarily Jira Software, Confluence, and Jira Cloud for Google Sheets—ServiceChannel created a single source of truth with automated workflows, release pages, and integrated dashboards. The new process saved the company more than 100 hours per week, cut the change failure rate from 4.7% to 2.7% (about a 42% improvement), drastically reduced reporting time, and enabled faster, more reliable product delivery and better customer experiences even during the pandemic.

ServiceChannel

Paulo Rebelo

Senior Technical Program Manager