Case Study: Vistaprint achieves consolidation of 20+ services into one for faster, more efficient support with Jira Software

Vistaprint Combines 20 Services Into One Using JIRA Service Desk

Vistaprint, a global retail provider of customized promotional products with 4,600 employees across 22 offices, faced an outdated support system that was hard to customize and use. A dozen agents handled over 4,000 tickets a month and frequently escalated issues to about 30 teams, while employees often bypassed the system by emailing or seeking in-person help.

By adopting Jira Service Desk (building on their existing Jira Software usage), Vistaprint rolled the solution out from 2 to 22 locations in five weeks, consolidating more than 20 services into a single platform. The new system improved visibility and reporting, sped up ticket resolution, delivered quick ROI with minimal implementation effort, and earned strong user adoption and positive feedback on the customer portal.

VistaPrint

Gen Kallos

Associate Director of Operational Improvement