One of our Customer Advocates received this email from a Jira and Confluence customer in the U.K. It reads like two great mini case studies, so we asked for permission to blog about it (we were told ‘yes’ provided that we didn’t include the company’s name per their corporate PR policy). I added the links but otherwise here it is in its entirety:

We’ve been using Jira for nearly two years now. Originally it was bought as a replacement for a legacy bug-tracking tool we used internally. It was set up with three projects to cover our three main products (this was already an improvement on the old system, where everything was dumped in one big list of issues). That’s rapidly expanded so that we log several other kinds of issue in Jira now.
We currently have 12 projects covering everything from bugs in our software, through functional changes (we hold these separately as the workflow is a lot more complicated) to internal IT issues, a suggestion scheme and various other bits and bobs. After a few initial problems with performance and stability, it’s now rock solid and very much ingrained in how the company works (when people get assigned an issue, they generally call it “a Jira” for example — perhaps a strange use of the name that you wouldn’t expect!)
Confluence is much newer in the organisation. After managing and championing Jira for sometime, I proposed a new wiki-based intranet and knowledge base to the management a year ago. They were excited by the idea, as our intranet at the time was a clunky set of static pages designed in Frontpage and looked after by one person. I launched Confluence as a demo site to my own team in the company (I help run the department that supports our customers using our Billing and CRM software) — primarily as a replacement to our knowledge base. After a lot of consulting with other teams, we finally launched Confluence company-wide in October last year and it has become very popular, although mainly from an aesthetic point of view to be honest.
The idea of being able to edit content is catching on slowly though, and is at last starting to drive out the old culture of information sitting in people’s heads, mailboxes and maze of shared network drives. Project teams are now starting to record details of their progress in the wiki (including a lot of photos of Sydney coincidentally — one of our current implementations being in your part of the world) and it’s generally going from strength to strength.
I must say that it’s been remarkably easy getting sign off for these maintenance renewals. Two of the things that we’re very pleased with are the support you guys offer, and the rate at which bug fix and enhancement releases come out. That and the fantastic array of plugins and extensions — they really help us tailor both products to our needs.
I hope to be working with Jira and Confluence for a long time yet!

Letters from the U.K. (how one customer is using J...