Case Study: Te Wānanga o Aotearoa achieves streamlined service delivery and increased self-service adoption with Freshservice (Freshworks' ITSM Suite)

Te Wānanga o Aotearoa gives a fillip to its service desk with Freshworks’ ITSM Suite

Te Wānanga o Aotearoa, New Zealand’s second-largest tertiary provider, needed to modernise its ICT service delivery after struggling with a legacy ITSM platform, low end-user adoption and limited scalability. With growing demand across 120+ sites and 30,000 students, the ICT team sought a cloud-first, mobile-friendly solution that would consolidate ticketing, capture accurate user details at first contact, support multiple channels (email, phone/IVR, self-service), auto-assign and prioritise work, and align with their user-centric service culture.

They selected Freshservice (Freshworks’ ITSM suite), whose simple admin interface and service catalog improved efficiency and usability. Self-service adoption cut phone and email tickets dramatically, dashboards and analytics now track SLAs and team performance, and streamlined workflows increased accountability and transparency. The team also plans to expand asset management and integrate Freshcaller for IVR, routing and voicemail to further strengthen the service desk.

Te Wānanga o Aotearoa

Jordan Chase

Senior Services Engineer