Case Study: Centro Global Solutions achieves over 90% first call resolution with Freshservice

Freshservice helps Centro Global Solutions achieve over 90% first call resolution

Centro Global Solutions is a multinational boutique provider of customer contact and business process outsourcing services that was struggling with a basic, in‑house ITSM in a complex multi‑vendor environment. The tool lacked workload distribution, notifications and monitoring, relied heavily on email for requests, and produced low CSAT and slow resolution times — prompting CentroGS to evaluate alternatives and select Freshservice for its interface and feature set.

Using Freshservice’s Service Catalog, 100+ Knowledge Base articles, Change and Problem Management, automation and mobile app, CentroGS replaced email ticketing and centralized change control in a two‑week rollout. The result: first‑call resolution jumped to >90%, self‑service adoption rose to about 70–80%, CSAT reached ~90%, wait times fell to ~15 minutes and SLA compliance improved to 95%, with fairer ticket distribution, greater transparency and strong agent adoption.

Centro Global Solutions

Abey El Sayed

Centro Command Center Manager