Case Study: AG Barr improves IT service efficiency with Freshservice by Freshworks

AG Barr resolves 60% of tickets with Freshdesk AI agents

AG Barr, a UK-based multi-beverage manufacturer, faced inefficiencies and a lack of transparency due to a legacy helpdesk tool that was not ITIL-oriented and could not report on SLAs or service metrics. To address these challenges and support their digital growth, the company sought a new solution and chose the Freshservice product from vendor Freshdesk.

By implementing Freshservice, AG Barr achieved seamless adoption and improved efficiency through powerful workflow automation and integrations. The solution's AI agents, internally called BruDog, now resolve 60% of tickets, closing over 2000 tickets monthly and saving significant time for both agents and end-users. Freshdesk's platform also provided effective change management and comprehensive asset tracking, enabling far greater operational transparency.

AG Barr