Case Study: National Trust for Scotland achieves 30% self-service ticketing and clearer ITSM visibility with Cherwell Service Management (Cherwell Software)

National Trust for Scotland - Customer Case Study

The National Trust for Scotland, an independent charity and the country’s largest membership organization, needed a robust IT service management tool to replace a SharePoint-based call-logging system that provided no visibility into issue handling. The Head of IT required a self-service portal that matched the Trust’s new SharePoint look-and-feel and would drive workflow efficiency and better insight into completed work.

The Trust selected Cherwell Service Management for its out-of-the-box, SharePoint-like layout and codeless configurability, and implemented it in under two months. The new self-service portal required no formal training, handled 30% of all tickets in its first year (with management expecting growth to 60%), reordered support priorities to favor portal submissions, and delivered clearer reporting and operational efficiency that significantly raised the service desk’s profile.

National Trust for Scotland

Scott Newton

Head of IT