Case Study: Presence of IT achieves 60% time savings and streamlined IT support with Freshservice

How Presence of IT saved 60% of their time with Freshservice

Presence of IT is an Australian human capital management consultancy whose three-person IT team supported about 500 employees using email-only processes. Without an ITSM tool they faced incident tracking issues, manual workloads, duplicated effort, time wastage and an inability to plan effectively.

After evaluating alternatives, Presence of IT implemented Freshservice for its request workflows, knowledge base, automations, integrations and service catalog. The platform increased visibility and accountability, eliminated redundant work, and cut ticket-handling time by 60%—allowing three agents (one part-time) to manage roughly 9,000 tickets, improve customer satisfaction and begin exploring asset management and broader service catalog use.

Presence of IT

Missy Ivan

Business Systems Analyst