Case Study: Grant Broadcasters reduces open tickets by 80% with Freshworks' Freshservice

Grant Broadcasters reduces open tickets by 80% with Freshservice.

Grant Broadcasters, an Australian regional media group with offices across 34 locations and four dispersed IT support officers, faced fragmented IT support, disparate tools, no centralized tracking and little automation. To unify support and improve performance, Grant Broadcasters selected Freshservice from Freshworks to centralize IT operations, enable self-service and build consistent workflows and knowledge management.

Freshworks implemented Freshservice to consolidate tickets, automate routing and build a shared knowledge base, giving agents full visibility across sites and reducing redundancies. The result: open tickets fell from 200 to 40 (an 80% reduction), Customer Satisfaction rose to 94.81%, Average SLA hit 90% and Average FCR reached 88.67%. Adoption expanded to 14 groups with 30 additional users beyond IT, and teams across broadcasting, payroll and engineering now use the platform.

Grant Broadcasters

Ken Ngo-Ralston

Group IT Manager