Case Study: Mosanada achieves 40% improvement in first response time with Freshservice

Mosanada achieves 40% improvement in first response time with Freshservice

Mosanada, a facilities‑management leader in Qatar, struggled with fragmented IT support — no user-facing ticketing, reliance on email, and costly on‑premise tools (SharePoint, Spiceworks) that required multiple plugins, manual upgrades and poor asset capture. The IT team needed an intuitive, low‑maintenance helpdesk to formalize processes, improve accountability and let staff focus on core services.

Mosanada adopted Freshservice as a cloud helpdesk, enabling a four‑person Techdesk to support 600 users using change management, automation, reporting and service catalogues. The result: 40% improvement in first‑response time, a 5% faster resolution time, an 11% increase in incidents handled and a 10% rise in tickets resolved, plus greater transparency, fewer direct calls, integrated feedback and reduced maintenance overhead.

Mosanada

Adam Wood

Deputy Director – Business Solutions