Case Study: Bensons for Beds achieves 95% first-call resolution and 54% faster ticket resolution with Freshworks' Freshservice

Bensons for Beds and Harveys Centralizes Service Management With Freshworks ITSM Suite

Bensons for Beds, the UK’s leading bed specialist (alongside Harveys), struggled to scale service management: an in‑house solution and email/shared mailboxes created poor collaboration, no clear ticket visibility or escalation paths, and over 100 Office 365 forms made request handling a logistical nightmare. After evaluating ITSM options, the IT team selected Freshworks’ ITSM suite — Freshservice — to centralize requests and improve the end‑user experience.

Freshworks implemented Freshservice to replace emails and shared inboxes with a full ticketing system, user portal and service catalog (plus Team Huddle and mobile app), consolidating 100+ forms and expanding usage from 10 to 325+ agents across HR, Finance, Customer Service and more. The Freshworks deployment delivered measurable gains: average ticket resolution time improved by 54%, first‑call resolution rose from 86% to 95%, SLAs and cross‑location collaboration improved, and urgent issues now trigger instant notifications for faster response.

Bensons for Beds

Laurence Hendy

Head of Business Application