Case Study: Stockport Council achieves 84.9% first-contact resolution and 94.8% SLA adherence with Freshservice

Stockport Council implements Freshservice as part of wider digital transformation project

Stockport Metropolitan Borough Council, the local authority for about 290,000 residents in Greater Manchester, faced rising service demand while its legacy IT service-management system was out of support and difficult to manage. The council lacked real-time metrics and customer-satisfaction reporting, had no Active Directory integration or end-user portal, and agents spent excessive time logging tickets and preparing manual, quickly outdated reports.

As part of a wider digital-transformation programme, Stockport implemented Freshservice to provide an intuitive ITSM platform with a self-service portal, out-of-the-box reporting, collaboration and workload management. Within six months the service desk handled ~25,000 tickets with 84.9% first-contact resolution and 94.8% SLA adherence, automated routing and reorganised support teams, identified training needs to reduce repeat calls, extended use across multiple departments, and positioned the council to link ITAM with ITSM while supporting wider initiatives like Stockport Together.

Stockport

Dan Hollands

IT Service Desk Manager