Case Study: T2 Tea achieves faster IT service and streamlined employee onboarding with Freshservice

T2 Tea moves its IT support in-house and recognizes strategic value with Freshservice

T2 Tea, a Unilever subsidiary and specialty tea retailer with about 100 stores across Australia and globally, moved its IT support in-house to address poor visibility into incidents and problems caused by outsourced support. The Technology team needed a fast, agile ITSM solution after finding other vendors too slow to implement, and they also faced time-consuming, error-prone manual employee onboarding that left new hires without needed hardware or software.

T2 implemented Freshservice (including MSP mode) to align ITSM with business processes, consolidate accounts with Unilever, and speed deployments. The self-service portal and mobile app boosted agent productivity and remote response, while the Employee Onboarding module automated asset and software provisioning so new staff are productive from day one—prompting T2 to expand use of Freshworks tools like Freshrelease for integrated agile delivery.

T2 Tea

Rohan Penman

Global Head of Technology