Case Study: Katz Media Group achieves uninterrupted service delivery during COVID-19 with Freshservice

Katz Media Group delivers uninterrupted services during the COVID-19 pandemic with Freshworks' ITSM suite

Katz Media Group, the largest media representation company in the U.S. with thousands of radio, TV, streaming and podcast assets, needed to modernize IT service delivery during the COVID-19 pandemic. Its legacy on-premises ITSM system was not user-friendly, created knowledge silos, and lacked uniform ITSM processes and SLAs, creating bottlenecks for IT and other business teams.

After evaluating Zendesk, ServiceNow and Freshworks, Katz deployed Freshservice to provide a cloud-based, ITIL-aligned ITSM platform with an easy UI, automation, workflows and real-time metrics. The rollout now supports 70 agents and 1,300 monthly end-users, extends to Facilities and Accounting, reduced phone requests to 20% of incoming inquiries, improved incident resolution, knowledge and resource management, and delivered faster updates and lower TCO; Katz plans further integrations (Workplace, Freshcaller) and broader rollout to HR.

Katz Media Group

Robert Lyons

Chief Technology Officer