Case Study: TaylorMade achieves 50% faster response times despite 250% ticket surge with Freshservice

TaylorMade Cuts Response Times in Half Despite a 250% Increase in Ticket Volume

TaylorMade, a leading U.S. golf equipment and apparel manufacturer, had already begun moving IT services to the cloud when the COVID-19 pandemic and stay-at-home orders abruptly surged support demand. Outdated service tools and a rapid shift to remote work left IT facing a roughly 250% spike in ticket volume and the need to reconfigure environments and support employees almost overnight.

TaylorMade implemented Freshservice to centralize ITSM and automate routine tasks—using workflow automation, a self-service portal, project and asset modules, and analytics. By redirecting queries to self-service and automating approvals and common requests, average response and resolution times fell by more than half even as monthly tickets rose to about 2,400; SLAs climbed from ~60–70% to the high 90s, boosting efficiency and employee satisfaction.

TaylorMade

Ali Chitsaz

Senior Manager of Client Experience