Case Study: Arco achieves 96% customer satisfaction with Freshworks' Freshservice

Arco Achieves 96% Customer Satisfaction With Freshservice

Arco, the UK’s leading supplier of safety equipment and workwear, was hampered by an out-of-date on‑premise IT service desk with no centralized support, disjointed systems, poor automation, limited work tracking, and inefficient reporting. To modernize operations and gain visibility, Arco chose Freshworks’ Freshservice as the cloud-based replacement.

Freshworks’ Freshservice was deployed with service catalogues, automations (Dispatch’r and Observer rules), auto‑assignment of tickets and enhanced reporting, giving Arco clear visibility of incoming requests, workloads and SLAs. The solution reduced maintenance overhead, drove monthly SLA achievement above 90%, and lifted CSAT to 96% in Q3, while enabling broader use by BI, HR and Marketing.

Arco

Philip Gardham

Service Desk Team Lead