Case Study: Canfitpro achieves 93% CSAT with Freshworks Freshservice

Canfitpro Achieves 93% Csat Score Using Freshservice

Canfitpro, the largest provider of fitness education in Canada, faced an IT service‑desk challenge: an on‑prem Spiceworks setup that was costly to manage, limited reporting, an unintuitive user experience with poor Active Directory integration, and customer requests lost in email threads. To address these issues they selected Freshworks’ Freshservice as their service‑desk solution.

Freshworks implemented Freshservice modules—reporting, automations, knowledge base and service catalog—plus a self‑service portal and 24x7 support, streamlining workflows and enabling faster resolution. As a result Canfitpro saw FCR increase by 25%, SLA compliance rise from 70% to 90% (+20%), CSAT climb from 75% to 93% (+18%), and infrastructure operations time consolidated to 10 hours, significantly reducing IT workload and improving user satisfaction.

Canfitpro

Micheal Best

IT Manager