Case Study: Holy Trinity Brompton achieves rapid, customer-centric IT service management with Cherwell Software

Holy Trinity Brompton - Customer Case Study

Holy Trinity Brompton (HTB), a growing organization of more than 400 staff, struggled with a fragmented, inflexible service desk that couldn’t scale, provide robust reporting, automate routine work, or offer effective self-service. They needed a configurable, mature platform to support rising staff numbers, evolving technology needs, and better insight into service performance.

HTB implemented Cherwell Service Management in four weeks, using its codeless configuration and visual workflows to build a self-service portal, HR application, and asset management capability. The portal now handles 15–20% of requests, new-starter onboarding drives further adoption, and the platform has delivered stronger reporting, accountability, and a more customer-centric IT service.

Holy Trinity Brompton

Matthew Simms

IT Service Desk Manager