Case Study: Creche and Kindergarten Association Limited achieves standardised IT processes and 70% faster ticket resolution with Freshservice

C&K standardises business processes with IT alignment using Freshservice

The Creche and Kindergarten Association (C&K) is one of Australia’s largest nonprofit early childhood education providers, operating 350+ centres across Queensland. Rapid growth after winning a government contract to add nearly 150 centres exposed weaknesses in their legacy ITSM: poor visibility, manual escalations and approvals, inability to track emails, misrouted tickets, and heavy agent workload that caused long resolution times (2 days to 2 weeks) and employee burnout.

C&K implemented Freshservice to centralize information and standardize IT processes with multi-channel ticketing, auto-assignment/escalations, SLA management, a service catalog, workflow automation and a knowledge base. The platform cut first response from 12 to 2 business hours, saved 45 minutes per transaction through online approvals and automation, and reduced ticket resolution time by 30%, improving operational efficiency and agent experience.

Creche and Kindergarten Association Limited

Paul Butler

ICT Manager