Case Study: Brisbane Racing Club achieves 90%+ ticket resolution and streamlined IT support with Freshservice

How Brisbane Racing Club delivers ace IT support to their employees

Brisbane Racing Club (BRC) is Queensland’s leading metropolitan horse racing club, running three racecourses, 98 race meetings and serving about 300,000 patrons annually. With just three IT agents supporting 70 employees, BRC relied on multiple external MSPs, spreadsheets and email for requests, producing convoluted processes, poor incident tracking and slow resolutions. They needed an in-house ITSM solution to speed up support and provide clear accountability and reporting.

BRC implemented Freshservice, appreciated for its ease of use and responsive support, to centralize incident management, reporting, automation, scheduling and dashboards. The result was a far more streamlined support operation — tickets that once got lost in email are now tracked and resolved, raising handled-ticket rates from roughly 50% to over 90% — while enabling better logging, weekly insights on escalations and the rollout of a service catalog and asset management plans.

Brisbane Racing Club

Missy Ivan

Business Systems Analyst