Case Study: Bensons for Beds achieves company-wide service excellence with Freshservice

Bensons for Beds delivers exceptional IT service with Freshservice

Bensons for Beds, a UK retailer and manufacturer of beds and mattresses, needed an affordable ITSM tool to introduce ITIL practices with a small IT team and replace legacy systems that created service silos. They chose Freshservice from Freshservice for its intuitive, DIY-friendly setup and scalability as the business expanded.

Freshservice was rolled out from IT into HR, finance, warehouses, and distribution, with Workspaces tailoring the experience by department and Freddy AI improving support efficiency. The result was company-wide adoption, better visibility and coordination, and measurable performance gains including a 94% Resolution SLA and 92% First Response SLA, while supporting growth from 160 to 180+ stores.

Bensons for Beds

Blake O'Neill

Application Support Analyst