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

Bensons for Beds centralizes service management with Freshworks

Bensons for Beds and Harveys are leading UK retail brands that faced scaling challenges with an in-house service solution: poor collaboration, overloaded shared inboxes, no visibility or status updates for store teams, and over 100 Office 365 forms that made request management a logistical nightmare and frustrated end-users.

They implemented Freshworks’ Freshservice to centralise service requests with a user portal and service catalog, consolidating forms and moving to a full ITSM ticketing workflow. The platform was rolled out from IT to 325+ agents across HR, Finance, Customer Service and more, improving collaboration and escalations — resulting in a 54% faster ticket resolution time and First Call Resolution rising to 95%, with markedly better SLA performance and user experience.

Bensons for Beds

Laurence Hendy

Head of Business Application