Case Study: Gloucestershire County Council achieves improved customer service quality and insight with Freshdesk

Gloucestershire County Council’s Business Service Centre improves quality of customer service with Freshdesk

Gloucestershire County Council’s Business Service Centre supports around 1,000 internal and external customer bodies across the county—handling services such as payroll, recruitment checks and SAP support—but faced rising demand with limited resources. Incoming volumes (about 2,000 emails a week), fragmented specialist teams and no central tracking meant the council couldn’t see trends, manage expectations or plan resources effectively as they moved to a shared-service model.

The BSC implemented Freshdesk to centralise requests, standardise responses and automate routine queries, while upskilling staff so roughly 70 agents could handle a broader range of issues. Freshdesk’s tracking and analytics gave visibility into call trends and ticket metrics, improved resource planning and quality assurance, reduced repeat enquiries and drove a cultural shift toward consistent, higher-quality customer service.

Gloucestershire County Council

Allana Whelan

Customer Service Manager