Case Study: Crown Office and Procurator Fiscal Service achieves faster IT service delivery with Freshservice

Freshworks helps Scotland’s top criminal justice agency resolve 65,000 IT tickets annually with an 86% satisfaction rate

The Crown Office and Procurator Fiscal Service faced an urgent IT service management challenge: its aging on-premise system was slow, hard to navigate, and difficult to customize, while 70 support agents had to handle nearly 65,000 IT tickets and requests each year for a workforce serving Scotland’s justice system. The organization turned to Freshservice to modernize IT operations and improve support for its employees.

Freshservice implemented workflow automation, AI-powered self-service, multi-level approvals, integrations with Microsoft Teams and Azure AD, and customizable dashboards to streamline service delivery and improve oversight. The results were strong: Freshservice helped manage nearly 65,000 tickets in the first year, automated 600 software requests to save 200 IT hours, improved SLA performance by 12%, and delivered high satisfaction scores, including 93% satisfaction with resolution times and 96% satisfaction with updates.

Crown Office and Procurator Fiscal Service

Adam Biggs

Head of IT Services