Case Study: Grant Broadcasters achieves 80% reduction in open tickets with Freshservice

Grant Broadcasters reduces open tickets by 80% with Freshservice

Grant Broadcasters is an Australian regional radio and publishing group with offices across 34 locations and a small, distributed IT team. The company struggled with siloed support, disparate tools, no consistent tracking or automated workflows, and limited knowledge sharing — creating fragmented IT processes and poor visibility into performance.

Freshservice provided a centralized IT service management platform with automation, routing logic, incident management and knowledge management, plus easy integrations and a simple UI. The result: open tickets dropped from 200 to 40 (an 80% reduction), customer satisfaction rose to 94.81%, average SLA to 90% and first-call resolution to 88.67%; adoption expanded to 14 groups and additional teams (broadcasting, payroll, engineering), and agents reported higher satisfaction.

Grant Broadcasters

Ken Ngo-Ralston

Group IT Manager