Case Study: Catholic Education Western Australia (CEWA) unifies student experience across 164 schools with Freshservice

Catholic Education Western Australia (CEWA) unifies student experience across 164 schools in Western Australia with Freshworks

Catholic Education Western Australia (CEWA) needed to unify IT and student support across 164 schools spread across Western Australia after moving to a more centralized governance model. Its legacy ITSM tool was rigid, email-based, and impersonal, making it difficult to support more than 15,000 internal customers and deliver a consistent experience.

CEWA implemented Freshservice to centralize service management, automate workflows, manage incidents and change requests, improve self-service, and unify asset tracking and reporting. With Freshservice, CEWA improved agent morale, increased transparency, and enabled faster, more collaborative support across schools, while laying the groundwork for broader automation and a single platform across the organization.

Catholic Education Western Australia (CEWA)

Ben Beaton

Team Leader Digital Services and Partner Engagement