Case Study: Premier Foods achieves 50% faster ticket resolution with Freshservice

Premier Foods speeds up ticket resolution by 50% with Freshservice

Premier Foods, one of the UK’s largest food manufacturers with over 4,000 employees across 15 sites, brought its IT Service Management back in-house after an outsourced model failed to meet changing business needs. The team needed an easy-to-use, cloud-based ITSM platform that would improve self-service and knowledge sharing, support more effective change management, and accommodate multiple team configurations.

Premier Foods implemented Freshservice to support ~2,000 end users with a 57-person support team and an out-of-hours partner using the same platform. The new self-service portal, mobile app and centralized asset data sped up approvals and proactive fixes, halved target resolution times (from 40 to under 20 business hours), achieved 92% SLA compliance and raised customer satisfaction to 95%, while self-service now solves about 10% of requests and reporting is automated.

Premier Foods

Simon McKenzie

Service Delivery Manager