Case Study: UNiDAYS achieves 99% customer satisfaction with Freshservice

UNiDAYS gains 99% customer satisfaction with Freshservice

UNiDAYS, a Nottingham-based verification and marketing technology firm connecting over 9 million 18–24-year-old students across seven countries, faced growing pains as it scaled. The IT team had no formal ITSM tool, struggled to track requests, lacked granular reporting and scalability, and needed more mature processes for IT support, onboarding and DevOps.

After evaluating competitors, UNiDAYS implemented Freshservice, completing setup in under an hour and using the service catalog, customizable portal, automation and integrations (Jira, Slack, Google) to streamline workflows. Onboarding time fell from a day to 15 minutes, operations became more accurate and measurable, and performance improved to a 97% SLA rating, 85% first-contact resolution and over 99% customer satisfaction.

UNiDAYS

Tom Peach-Geraghty

Head of IT Operations