Case Study: PICA Group boosts SLA adherence to 93.2% with Freshservice

PICA Group revamps its SLA adherence to 93.2% with Freshworks’ ITSM suite

PICA Group, a leading Australian property and financial services firm managing over 200,000 lots, faced growing IT challenges as it acquired new businesses annually. Their legacy BMC Footprints platform delivered poor end‑user experience and hampered integration, migration and standardisation of IT service and incident management; the team needed better communication, ease of use, scalability, self‑service and release management.

After evaluating JIRA and Zendesk, PICA implemented Freshservice for its ITIL compliance, modern UI, ease of implementation and strong support. The new ITSM suite delivered organisation‑wide processes, dashboards and ticket semantics, and Workflow Automator cut daily follow‑up calls from 100 to 30. Average resolution time improved by 66.3% and SLA adherence rose to 93.2%, with high user adoption driven by gamification and a user‑friendly mobile app.

PICA Group

Neal Krempin

Head of IT