Case Study: Currie & Brown achieves 95% SLA and 79% first-call resolution with Freshservice

How Currie & Brown collaborates and delivers global IT support with Freshservice

Currie & Brown, a 2,200-person global construction and asset management consultancy that recently acquired the Sweett Group, needed a single cloud-based ITSM solution to replace on-premise tools, fragmented processes, and ad-hoc email-based support across multiple international teams and languages. The team required an ITIL-aligned, multilingual platform to standardize incident logging, tracking and reporting while supporting rapid enterprise growth.

They selected Freshservice for its ITIL features, multilingual support, usability and customizability. Using Freshservice and automation (Dispatch'r, Observer), Currie & Brown achieved a 95% SLA compliance and 79% first-call resolution while improving collaboration, notifications, communication capture, onboarding speed and mobile responsiveness for global IT support.

Currie & Brown

Chris Balmbro

Group IT Director