Case Study: Cordant Group achieves 96% customer satisfaction with Freshservice

Cordant Group achieves a 96% customer satisfaction rating with Freshservice

Cordant Group, a UK-based integrated services and recruitment leader, needed to modernize its IT service management to fix inefficient, partially manual processes, a growing service desk backlog, poor self-service adoption and virtually no cloud support or meaningful performance and CSAT reporting. The business sought a cloud ITSM solution to improve service delivery, operational efficiency and customer satisfaction as part of a wider technology transformation.

Cordant chose Freshservice for its cloud delivery, rapid implementation and easy customization; the platform was live within days and fully functional in under a week. Freshservice now supports 2,500 end-users and ~6,000 incidents per month (expanding use to Payroll and Compliance and increasing licensed agents from 35 to 60), delivers closed-loop metrics and richer reporting, automates workflows and approvals, and improved knowledge and resource management — driving operational gains and a customer satisfaction rating of 96%.

Cordant Group

Craig Bell

IT Service Director