Case Study: Moneycorp achieves streamlined IT support and improved customer satisfaction with Freshservice

How Freshservice helped Moneycorp streamline their IT Support

Moneycorp, a UK foreign-exchange provider serving retail and corporate customers across multiple countries, relied on a small London IT team (5–6 agents) to support one main office and 45 branches. The team had no way to quantify work or view ticket history and customer feedback; their old helpdesk couldn’t auto-convert emails to tickets, forcing hours of manual data entry and leaving agents with a poor UI.

They switched to Freshservice for its simplicity and fast setup (about 15 minutes), gaining email-to-ticket conversion, an intuitive incident module, Dispatch’r routing, a Scheduler, and change/announcement tools with reminder capabilities. As a result portal usage rose 33%, the service desk processed 4,000+ tickets since February, built-in CSAT surveys boosted team motivation, and routine manual work and change approvals became far more efficient.

Moneycorp

Kenneth Byrne

Director of IT, MoneyCorp