Case Study: Skyscanner achieves 44% IT efficiency improvement and faster issue resolution with Jira Software (Jira Service Desk)

The sky’s the limit with Skyscanner and Jira Service Desk

Skyscanner, a global travel search site whose visitor base grew 400% to about 50 million monthly users, found its legacy help desk unable to keep pace. The company needed a 24/7, reliable support system that enabled fast detection and resolution of issues and better collaboration between frontline IT agents and back-end development teams.

Skyscanner adopted Jira Service Desk integrated with Jira Software, giving users an intuitive portal and end-to-end issue tracking across teams. The rollout drove a 50% increase in non-developer ticket submissions, doubled cross-team collaboration on tickets, and helped IT handle 236% more tickets with only a 63% head-count increase while improving IT efficiency by 44%.

Skyscanner

Michael Hall

Business Tools Squad Leader