Case Study: Arco achieves 96% customer satisfaction with Freshservice

Arco achieves 96% customer satisfaction with Freshservice

Arco, the UK’s leading supplier of safety equipment and workwear with hundreds of products and dozens of sites, struggled with an out-of-date on‑premise IT service desk. The legacy system left the team without centralized support, clear work tracking, automation, or easy reporting, forcing them to use multiple disconnected tools and making maintenance costly and time‑consuming.

Arco moved to Freshservice’s cloud platform, using its service catalog, automations, ticket auto‑assignment and reporting to regain visibility and streamline processes. The result: reduced maintenance overhead, company‑wide adoption across teams like BI, HR and Marketing, SLA performance pushed above 90%, and customer satisfaction rising to 96% in Q3.

Arco

Philip Gardham

Service Desk Team Lead