Case Study: Rant & Rave achieves streamlined support, SLA tracking and improved reporting with Freshservice

Rant & Rave - Customer Case Study

Rant & Rave is a UK-based customer engagement platform used by half of the FTSE to gather fast feedback and communicate with customers. As a growing e‑commerce tech team of 60, they had no dedicated ITSM and relied on Outlook for support, leaving them with inefficient processes, no performance insight, and no way to track or report on tickets and SLAs.

They selected Freshservice over three alternatives to deliver a simple UI, knowledge base, incident management, service catalog, integrations and automated alerts. Within months they had fast setup, clearer visibility for first- and second-line engineers, automated asset and catalog processes, and better SLA tracking — now handling 500+ tickets a week with reduced manual work and improved forecasting and customer support.

Rant & Rave

Gareth Rees

Head of Service Delivery