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

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

Anne Street Partners, a fully integrated financial services group in Australia, struggled with an unmanaged IT service desk: requests came by email/phone, tickets were regularly lost or left unresolved for months, and the team had no way to prioritize work, measure KPIs, or track recurring issues. This lack of structure overloaded agents, drew management scrutiny, and prevented reliable service delivery across IT and other departments.

After evaluating several platforms, Anne Street Partners implemented Freshservice for its ease of use, customizability, modern UI and cloud-based ROI. The result: ticket resolution dropped from as long as 20 days to under five hours, ticket logging doubled, the team now meets 97% of SLAs, reporting provides clear workload insights, and the tool has been adopted beyond IT—leading to zero employee complaints and significantly improved customer satisfaction.

Anne Street Partners

Aaron Spiteri

Senior Systems Administrator