Case Study: Western Sussex Hospitals NHS Foundation Trust achieves 70% rise in first-call resolution with Freshservice

Western Sussex Hospitals sees 70% rise in first-call resolution

Western Sussex Hospitals NHS Foundation Trust runs three hospitals serving about 450,000 people across West Sussex. Their IT team was under pressure: only 10% self-service adoption, slow and manual ticket assignment, no automated processes or progress tracking, frequent resolution delays and high maintenance costs that undermined service to clinical teams.

By switching to Freshservice and using features like automated workflows, a self-service portal, configurable SLAs and advanced reporting — supported via the Freshworks Direct Partnership Model — the Trust automated ticket assignment, customized its portal and improved responsiveness. Results included ticket assignment in 16 seconds (wait times cut from 15 minutes to 16 seconds), first-call resolution rising from 55% to 92 (~70% increase), self-service use increasing to 42%, first response time down to 2 minutes, fewer incoming calls and sustained 96% CSAT, plus awards and better ROI.

Western Sussex Hospitals NHS Foundation Trust

Grant Harris

Head of IT operation & Head of Medical Record