Case Study: Elsevier achieves cloud‑first IT transformation and 95.9% CSAT with Freshservice

Elsevier embraces digital transformation with a cloud-first approach to its IT services & operations

Elsevier, a global information analytics and publishing leader, embarked on a cloud-first digital transformation to support massive scale, speed and data-driven services. Their legacy on‑prem ITSM tools created technical debt, slow, reactive support and a poor employee experience, so they needed a scalable, agile service desk that could support a large AWS estate, enable self-service and deliver rapid time-to-value.

Elsevier selected Freshservice and launched the new ITSM in eight weeks, rolling it out across 65 offices and thousands of employees with a phased approach and a rebranded “TechDesk” campaign. The platform now supports hundreds of agents, handles ~15,000 tickets/month and 30,000 assets, and delivered clear gains: first-line resolution 67%, first-contact resolution 92.8%, customer satisfaction 95.9%, portal usage up from 38% to 45%, and faster, knowledge-driven, proactive support with low implementation effort.

Elsevier

Matthew Higgins

Senior Director Operations