Case Study: Essence achieves a streamlined, scalable IT service experience and faster time-to-value with Freshservice

Essence revamps IT service experience to deliver value across business stakeholders

Essence is a global, data-driven full-service agency with ~1,900 employees across 20 offices managing over $4B in annualized media spend. As the business scaled, the IT team’s shared inbox created noise, poor visibility, and ticket cherry-picking, so Essence needed a modern service desk to allocate tickets correctly, automate bulk tasks, enforce processes, and improve SLAs.

Essence selected Freshservice for its ease of use, fast deployment, scalability, and predictable licensing. By structuring teams by geography and product, using rule-based routing, global SLA automation, and a self-service portal with SSO, Essence improved agent collaboration and domain expertise, increased portal adoption and self-service resolution, and gained actionable reporting for management. The rollout delivered faster time-to-value, reliable uptime, mobile responsiveness, and paved the way for future AI-driven triage and broader use across finance and HR.

Essence

Colin McCarthy

VP of Global IT