Case Study: Veeva Systems achieves 97% customer satisfaction with Freshservice

Veeva Systems wins big with 97% customer satisfaction

Veeva Systems, a San Francisco–area leader in cloud software for the life sciences, needed a better way for multiple departments to handle employee service and support requests. Reliant on manual processes, emails and disparate tools, Veeva couldn’t track requests reliably and faced slow response times; they wanted an automated, ITIL-aligned service desk with SLAs, integrated incident/problem/change/release management and robust reporting.

By implementing Freshservice across IT, HR, Marketing and Facilities, Veeva automated workflows, improved visibility and collaboration, and centralized ticketing for nearly 960 users across four departments. The result: faster resolutions (typically under four hours), strong operational metrics (90% first-call resolution and SLA adherence) and exceptional internal satisfaction—97% customer satisfaction with employees consistently rating support 5 out of 5.

Veeva Systems

Prasad Ramakrishnan

Chief Executive Officer