Case Study: Marsh & Parsons achieves 60% drop in service calls and incidents with Freshservice

Marsh & Parsons sees 60% drop in service calls & incidents with Freshservice

Marsh & Parsons, a 160‑year‑old real estate firm with 98 London offices and rapid expansion, struggled with a difficult-to-use IT tool that produced poor end‑user experience, low self‑service adoption and high support costs. Its lean IT team was overwhelmed by time‑consuming ticket workflows, weak SLA tracking and a growing volume of incidents across ~290 users.

After trialling multiple vendors they implemented Freshservice for its user‑friendly portal, built‑in SLA management, service catalog and gamification; the cloud‑native rollout was quick and low‑disruption. The result: a 60% drop in service calls and incidents, SLA adherence rose from 74% to 94%, portal logins increased from 30% to 86%, and the IT team achieved better visibility, efficiency and cost savings.

Marsh & Parsons

Luke Pardon

Service Desk Team Leader