Case Study: Canfitpro achieves 93% CSAT with Freshservice

canfitpro achieves 93% CSAT score using Freshservice

canfitpro is Canada’s largest provider of fitness education, serving over 94,000 members. Its 7‑person IT team struggled with an on‑prem Spiceworks help desk that was costly to manage, offered poor reporting and AD integration, and relied heavily on email—resulting in lost messages, long resolution times and limited visibility into service metrics.

After evaluating alternatives, canfitpro implemented Freshservice for its ITIL alignment, intuitive UI and strong reporting. Using reporting, automations, a knowledge base and a service catalog (with 24/7 support from Freshservice), the team reduced IT workload via self‑service and automated workflows. Results included a CSAT around 93%, SLA compliance rising from 70% to 90%, first‑contact resolution improving by 25%, and roughly 10 hours saved in infrastructure operations time.

Canfitpro

Micheal Best

IT Manager