Case Study: Anne Street Partners achieves faster ticket resolution and improved customer satisfaction with Freshworks' Freshservice

Anne Street Partners Streamlines It Support and Improves Customer Satisfaction With Freshservice

Anne Street Partners, a fully integrated financial services group in Australia, was struggling with an ad-hoc service desk—requests came by email/phone, tickets were lost or went unresolved for months, KPIs couldn’t be measured, and agents were overwhelmed. They selected Freshservice from Freshworks for its ease of use and customizability to address these ITSM challenges and improve service delivery.

Freshworks implemented Freshservice as a cloud-based, configurable ITSM platform (incident and change management, ticket notes, reporting, custom views), driving rapid adoption and better processes. As a result, tickets that once took up to 20 days are now resolved in under 5 hours, ticket logging increased 100%, SLA performance reached 97%, employee complaints dropped to zero, and the tool’s reporting and efficiency gains enabled expansion of use into marketing and operations.

Anne Street Partners

Aaron Spiteri

Senior Systems Administrator