Case Study: Outwood Grange Academy achieves an automated service desk and improved SLAs with Freshservice

How Outwood Grange automated their service desk with Freshservice

Outwood Grange Academy, a UK-based trust that sponsors 21 academies, needed to consolidate and automate IT support as it scaled. The organisation had no ITSM tool or single interface, relied on phone/email, lacked performance insights and ticket tracking, and faced inefficient processes while supporting multiple sites.

Outwood switched to Freshservice for its simplicity and cross-site visibility, enabling the team to identify large-scale issues before they became critical. Today 28 agents handle about 350 tickets/week, meeting SLAs for 87% of tickets (up from 73%), improving first-call resolution by 26%, reducing redundant issues/calls by 17%, and raising overall SLA performance by 12%.

Outwood Grange Academy

Stuart Jones

Director of ICT Support Delivery