Case Study: Addison Lee achieves faster ticket resolution and 97% on-time SLA compliance with Freshservice

Freshservice helps Addison Lee get where it wants to go with IT support

Addison Lee, a UK-based transportation company operating in 350 cities and carrying millions of passengers annually, needed to replace its on-premise, costly and hard-to-manage ITSM solution (ManageEngine IT360). The business wanted a cloud-based, ITIL-aligned tool that was user-friendly, easy to maintain, and could support improved IT and HR service processes.

After evaluating 15 vendors, Addison Lee selected Freshservice for its simple UI, robust CMDB, service catalog and easy configuration; a four-month capability review was followed by a seamless one-day cutover. Since going live, the team handled 5,000+ tickets in the first two months (1,100 in October), achieved 97% on-time resolution, faster approvals and change closures, introduced customer satisfaction reporting and stronger SLA management, and expanded its agent team from 45 to 66.

Addison Lee

Ray Wise

Help Desk Supervisor