Case Study: Virgin Media achieves 5x savings and faster issue resolution with Jira Software

Virgin Media Uses JIRA To Identify Inefficiencies, Resulting In Company-Wide Savings

Virgin Media, the UK's leading cable broadband, TV and phone provider with about 12,000 employees, needed a practical way to surface and fix inefficiencies across its large, distributed business. A small IT team faced the challenge of revitalizing systems and changing the perception of IT as slow and unresponsive while identifying both technical and non‑technical problems across call centers, retail shops and field teams.

The team put Jira Software at the center of a simple program: specialists observed workflows, logged highly customized tickets, triaged issues and assigned ownership for fast resolution. Within a month the pilot fixed 35 problems; after a year the program captured hundreds of opportunities, delivered savings five times the investment, expanded nationwide and improved how the business viewed IT.

Virgin Media

Nick Good

Head of Technology Efficiency and Field Teams