Case Study: Waterstons achieves 2X ticket handling capacity with Freshservice

Waterstons fuels growth by supporting 2X ticket volume with Freshservice

Waterstons is a UK-based business and IT consultancy with 120+ consultants that delivers technology-led solutions to enterprise customers. Using a legacy incident and service management tool for 65+ managed-service clients, the team faced high turnaround times, limited workflow automation, poor scalability, and needed to expand beyond help-desk functions into change, problem, self-service, and knowledge management while capturing and analyzing large volumes of support data.

Waterstons implemented Freshservice to modernize ITSM, leveraging automated workflows, ticket merging, a self-service portal, and knowledge management. The change doubled ticket handling capacity—closing 13,007 tickets versus 6,131 with the old tool—improved agent productivity, reduced response and resolution times, and raised SLA adherence. The cloud model also accelerated feature delivery, and Waterstons plans to extend Asset and Change Management and Power BI integrations for better analytics and cross-team collaboration.

Waterstons

Alex Bookless

Head of Managed Services