Case Study: Suncare Community Services achieves a modern, scalable service desk with Freshservice

Suncare Community Services modernizes its service desk with Freshworks’ ITSM suite

Suncare Community Services is a Queensland-based community care provider supporting older people and those living with disability or mental illness. Serving 200+ office and field staff, Suncare faced poor asset visibility, no workflow automation, reliance on manual reports from an MSP-driven on‑premise tool, and an inability to scale the service desk across other departments.

Suncare replaced its incumbent system with Freshservice, a cloud-first ITSM suite, using Workflow Automator and mobile access to replace shared inboxes and streamline IT and non‑IT requests across HR, payroll, WHS and operations. The move delivered real‑time visibility, faster ticket response, higher end-user adoption, and plans to extend asset management and Power BI integrations for improved analytics and onboarding/offboarding.

Suncare Community Services

Martin James

IT Manager