Case Study: Trapeze Group reduces ticket volume by 40% and achieves over 75% CSAT with Freshservice

Trapeze reduces ticket volume by 40% and achieves CSAT score of over 75% with Freshservice

Trapeze, a Canadian technology company that provides scheduling and dispatch software for transportation agencies, needed a more agile, cloud-based IT helpdesk after outgrowing its legacy Servicewise system. With a small eight-person IT team, Trapeze struggled with a lack of customizable reporting, no way to track CSAT, no customer care portal, and difficulty setting internal KRAs — they needed a solution that was easy to deploy, highly customizable, and able to measure service performance.

Implementing Freshservice gave Trapeze a customizable, cloud-based support platform with a self-service portal, knowledge base and 24x7 email/24x5 phone support. FAQs and the service catalogue cut monthly ticket volume from about 1,000 to ~600 (≈40% reduction), knowledge-base articles drove a further 15% decrease, and recurring-issue resolution time halved (10 → 5 hours) while average agent time per ticket fell from 9 to 4 hours. Trapeze can now track CSAT (above 75%), measure SLA compliance, quantify agent work and justify headcount, and the IT team has been recognized as one of the company’s top-performing teams.

Trapeze Group

Anuj Johri

IT Manager