Case Study: Royal Rehab achieves $15,000 annual savings and 92% faster resolutions with Freshservice

Royal Rehab saves $15,000 a year after switching over to Freshservice

Royal Rehab is an Australian charitable healthcare organization that helps people recover and adapt after injury or illness. Faced with limited analytics, laborious processes, inefficient server operations and no way to track customer satisfaction, their fragmented IT support made coordination between centers slow and frustrating.

They switched to Freshservice for its clean, easy-to-use interface, automation (scenario rules and supervisor workflows), canned responses and customizable portal. The change cut resolution time by 92%, reduced manual effort by 75%, raised customer satisfaction to 90%, shrank ticket backlogs from 2,450 to 180, and saved the organization $15,000 in the first year (about $5,000 per service desk agent).

Royal Rehab

Ben Laxton

Service Delivery Manager