Case Study: Cordant Group achieves a 96% customer satisfaction rating with Freshworks' Freshservice

Cordant Group Achieves a 96% Customer Satisfaction Rating With Freshservice

Cordant Group, a UK provider of recruitment and integrated facility services, needed to modernize IT service management to reduce backlog, increase self-service adoption, and gain performance reporting and CSAT insight. They selected Freshworks’ cloud ITSM product Freshservice to replace an underused incumbent and address issues such as lack of cloud support, inefficient processes, manual effort, and limited reporting.

Freshworks deployed Freshservice within days, enabling rapid configuration, automation, workflows, and self-service; the platform now supports 2,500 end-users, handles about 6,000 incidents monthly, and expanded licensed agents from 35 to 60. By delivering closed-loop metrics and better reporting, Freshworks helped Cordant Group improve resource management, productivity and teamwork—and achieve a 96% customer satisfaction rating while benefiting from cloud scalability and lower TCO.

Cordant Group

Craig Bell

IT Service Director