Freshservice B2B Case Studies & Customer Successes

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Freshservice provides an intelligent, right-sized service management solution for modern businesses of all sizes. Freshservice does this by taking a fresh approach to building and delivering modern employee experiences and unified service management - empowering businesses to achieve efficiency, fast time-to-value, and improved employee satisfaction and productivity.

Case Studies

Showing 95 Freshservice Customer Success Stories

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Addison Lee achieves faster ticket resolution and 97% on-time SLA compliance with Freshservice

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Alterra Mountain Company unifies IT operations across 15 ski resorts using Freshservice

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Anne Street Partners streamlines IT support and boosts customer satisfaction with Freshservice

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Aramex achieves 50% boost in agent productivity with Freshservice

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Arco achieves 96% customer satisfaction with Freshservice

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Averda achieves an organization-wide one-stop support portal and 80% adoption with Freshservice

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BAM Belgium achieves 95% increase in tickets handled and centralized IT support with Freshservice

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bankbazaar.com achieves 50% reduction in first response time with Freshservice

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Bensons for Beds achieves 95% First Call Resolution and 54% faster ticket resolution with Freshservice

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Bracknell Forest Council achieves 76% self-service adoption and reduced reliance on traditional channels with Freshservice

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Brisbane Racing Club achieves 90%+ ticket resolution and streamlined IT support with Freshservice

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Canfitpro achieves 93% CSAT with Freshservice

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Cater Care achieves streamlined IT and HR operations and improved employee experience with Freshservice

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Catholic Education Western Australia (CEWA) unifies student experience across 164 schools in Western Australia with Freshworks

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Centro Global Solutions achieves over 90% first call resolution with Freshservice

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Chargebee achieves PCI compliance and streamlined global DevOps with Freshservice

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Conlog achieves streamlined IT service delivery and improved SLA compliance with Freshservice

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Cordant Group achieves 96% customer satisfaction with Freshservice

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Creche and Kindergarten Association Limited achieves standardised IT processes and 70% faster ticket resolution with Freshservice

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Currie & Brown achieves 95% SLA and 79% first-call resolution with Freshservice

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Distribution Management Group achieves 80% faster ticket response times with Freshservice

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Donvale Christian College achieves 99% first-call resolution with Freshservice

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East West Hospitality achieves unified IT/HR operations and streamlined asset & contract management with Freshservice

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Eastern Washington University achieves modernized, scalable campus IT services with Freshservice

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Educational Service District 123 achieves streamlined workflow and faster response times with Freshservice

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Elsevier achieves cloud‑first IT transformation and 95.9% CSAT with Freshservice

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Essence achieves a streamlined, scalable IT service experience and faster time-to-value with Freshservice

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Fine Hygienic Holding cuts down ticket resolution time by more than 60% with Freshservice

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Fiverr achieves faster, automated service desk operations and improved SLA compliance with Freshservice (Freshworks' ITSM suite)

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GC International Centralizes IT support with Single Global ITSM Tool

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Glen Dimplex transforms EX by unifying IT Service Management across Global Operations

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Grant Broadcasters achieves 80% reduction in open tickets with Freshservice

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HelloFresh achieves streamlined supply-chain incident response with Freshservice

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INCAE Business School achieves streamlined service management and reduced manual work with Freshservice

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International Schools Group achieves 98% Excellent Customer Satisfaction with Freshservice

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ISM e-Company achieves a 93% reduction in ticket backlogs with Freshservice

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How Jeffco reduced their average ticket resolution time from 3 weeks to 3 days

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Judson University achieves streamlined IT support and 92% customer satisfaction with Freshservice

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Katz Media Group achieves uninterrupted service delivery during COVID-19 with Freshservice

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With Freshservice, Kempele Municipality got a very easy-to-use tool that facilitates reporting and visibility to the number and quality of service requests

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Restaurant chain L’Osteria achieves 100% customer satisfaction using Freshservice

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Logisfashion achieves operational efficiency and faster IT response with Freshservice

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M&C Saatchi achieves 97.9% Excellent Customer Satisfaction with Freshservice

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Marsh & Parsons achieves 60% drop in service calls and incidents with Freshservice

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Mipsmedia achieves greater team collaboration and saves time with Freshservice

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Moneycorp achieves streamlined IT support and improved customer satisfaction with Freshservice

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Mosanada achieves 40% improvement in first response time with Freshservice

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Motorama achieves scalable, streamlined employee IT support with Freshservice

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National Rugby League onboards its IT team onto Freshservice within just 1 hour

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Ocado Retail achieves 100% end-user satisfaction with a customized service desk

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OfS decreases its average resolution time by 67% with Freshservice’s Virtual Agent

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OfficeMax achieves 97% SLA adherence and 91% customer satisfaction with Freshservice

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Ontex achieves 40% fewer incoming service desk calls and improved self-service adoption with Freshservice

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Outwood Grange Academy achieves an automated service desk and improved SLAs with Freshservice

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PICA Group boosts SLA adherence to 93.2% with Freshservice

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Plantagen achieves faster ticket resolution and unified ITSM with Freshservice

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Premier Foods achieves 50% faster ticket resolution with Freshservice

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Presence of IT achieves 60% time savings and streamlined IT support with Freshservice

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Princess Alexandra NHS sets the benchmark for patient experience in the UK by transforming the front-line staff experience

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Probe CX leverages extensive automation to drive exponential growth

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Profel (windows & doors manufacturer) achieves centralized control of growing IT support tickets with Freshservice

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Professional Provident Society (South Africa) achieves 98% SLA adherence and faster ticket resolution with Freshservice

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Radisson Hotels manages revenue management systems with ITSM tool

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Randstad leverages Freshservice to automate HR workflows and improve efficiency

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Rant & Rave achieves streamlined support, SLA tracking and improved reporting with Freshservice

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How RedSalud unified EX across its subsidiaries and delighted agents with Freshworks

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RingCentral achieves rapid transition of 1,000+ employees to work-from-anywhere with Freshservice

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Royal Rehab achieves $15,000 annual savings and 92% faster resolutions with Freshservice

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RPS Group achieves streamlined global IT support and improved SLA visibility with Freshservice

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Salinas Valley Memorial Healthcare System achieves streamlined IT service delivery to support quality patient care with Freshservice

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Freshservice boosts customer satisfaction score at packaging leader Schoeller Allibert

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Selwood Housing achieves 30% faster ticket resolution with Freshservice

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Serimax achieves a 50% reduction in incident tickets in 9 months with Freshservice

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ShowItMedia achieves a 99% customer satisfaction rating and zero client complaints with Freshservice

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SingEx Holdings achieves streamlined IT support and on-the-go SLA compliance with Freshservice

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SMS Global Technologies achieves 98% SLA adherence with Freshservice

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How Sonata reduced its average ticket resolution time to an hour

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Stockport Council achieves 84.9% first-contact resolution and 94.8% SLA adherence with Freshservice

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Suffolk County Council achieves faster ticket resolution with Freshservice

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Suncare Community Services achieves a modern, scalable service desk with Freshservice

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Swinerton Builders achieves 25% customer feedback and improved IT efficiency with Freshservice

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Synpulse achieves 75% customer satisfaction and strengthens IT support infrastructure with Freshservice

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T2 Tea achieves faster IT service and streamlined employee onboarding with Freshservice

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TaylorMade achieves 50% faster response times despite 250% ticket surge with Freshservice

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TCSI-DIGIBÉRIA achieves efficient handling of a 500% ticket increase and maintains SLAs with Freshservice

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Te Wānanga o Aotearoa achieves streamlined service delivery and increased self-service adoption with Freshservice (Freshworks' ITSM Suite)

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Trapeze Group reduces ticket volume by 40% and achieves over 75% CSAT with Freshservice

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UNiDAYS achieves 99% customer satisfaction with Freshservice

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University of Aberdeen achieves 94.57% CSAT with Freshservice

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Veeva Systems achieves 97% customer satisfaction with Freshservice

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Vice Media Group achieves automated, aligned global IT support and 1‑hour SLAs with Freshservice

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W2O Group scales and speeds up IT support with Freshservice

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Wake Forest University achieves modernized campus IT service delivery and increased self-service adoption with Freshservice

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Waterstons achieves 2X ticket handling capacity with Freshservice

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Western Sussex Hospitals NHS Foundation Trust achieves 70% rise in first-call resolution with Freshservice

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