Case Study: International Schools Group achieves 98% Excellent Customer Satisfaction with Freshservice

ISG IT Department achieves 98% Excellent Customer Satisfaction with Freshservice

International Schools Group (ISG) is a network of accredited American and British schools in the Kingdom of Saudi Arabia serving about 800 teachers, administrators and managers across seven campuses. ISG’s IT team struggled with cumbersome manual processes, lack of self-service and SLA management, poor reporting and no reliable way to measure customer satisfaction, which led the IT manager to seek an ITIL-based helpdesk solution.

After evaluating multiple vendors, ISG adopted Freshservice for its ease of integration with Google Apps, automation, service catalog, CSAT reporting and SLA capabilities. The platform streamlined request handling, improved transparency and reporting, and provided 24/7 support—driving a decline in incidents, a rise in service requests and strong performance: SLA 97.7%, first-call resolution 76.74% and 98% “Excellent” customer satisfaction, boosting team morale and productivity.

International Schools Group

Alexander van Iperen

Chief Operations Officer