Case Study: Addison Lee achieves streamlined IT support and 97% on-time resolution with Freshworks' Freshservice

Freshservice Helps Addison Lee Get Where It Wants to Go With It Support

Addison Lee, a UK transportation company founded in 1975 and operating in 350 cities, needed to replace its on‑premise ManageEngine IT360 solution because it was complex, costly, and hard to maintain. Seeking an ITIL‑aligned, cloud‑based, easy‑to-use ITSM tool for IT and HR, Addison Lee selected Freshworks’ cloud ITSM product Freshservice to simplify operations and improve support.

Freshworks implemented Freshservice—providing a modern UI, robust CMDB, service catalog, mobile app and third‑party approval workflows—and Addison Lee tested capability by capability over four months before a seamless one‑day cutover. The change delivered clear results: 5,000+ tickets in the first two months, over 1,100 tickets resolved in October with 97% on‑time resolution, faster approvals and closures, improved SLA management and customer‑satisfaction reporting, and growth from 45 to 66 agents.

Addison Lee

Ray Wise

Help Desk Supervisor