Case Study: Gloucestershire County Council achieves higher-quality customer service and better visibility with Freshworks (Freshdesk)

Gloucestershire County Council’s Business Service Centre Improves Quality of Customer Service With Freshdesk

Gloucestershire County Council’s Business Service Centre, which supports about 1,000 internal and external customer bodies, faced rising enquiry volumes (around 2,000 emails a week), shrinking specialist teams and no central way to track or learn from requests. To consolidate services, improve customer experience and gain visibility into call trends, the council partnered with Freshworks and implemented the Freshdesk helpdesk platform.

Freshdesk standardized service across teams, enabled automation and upskilling so agents handled a wider range of issues, and provided reporting and analytics for trend and resource management. Used by around 70 full- and part-time agents, the Freshworks solution delivered measurable gains in ticket visibility, consistent responses, quality assurance and resource planning, and has prompted further improvements such as adding new support channels.

Gloucestershire County Council

Cheryl Millyard

Head of Business Service Centre