Case Study: Brisbane Racing Club achieves 90%+ ticket resolution and streamlined IT support with Freshworks

How Brisbane Racing Club Delivers Ace It Support to Their Employees

Brisbane Racing Club is the leading metropolitan horse racing club in Queensland, running 98 race meetings across three racecourses and supporting 70 employees with just three IT agents. The club was reliant on external MSPs and fragmented processes—email-based support, spreadsheet tracking, and no central ITSM—making it hard to track incidents, onboard staff, or account for IT work. To fix this, Brisbane Racing Club selected Freshworks’ Freshservice as their in-house ITSM solution.

Freshworks implemented Freshservice to centralize incident management, reporting, automation and ticketing, with an intuitive interface and responsive vendor support. The solution let BRC track every issue in one place, increase accountability, and streamline support delivery: tickets lost in email dropped from about 50% to the team now addressing over 90% of requests. Freshworks’ Freshservice also enabled better issue logging, weekly insights on escalations and projects, and paved the way for a service catalog and asset management.

Brisbane Racing Club

Missy Ivan

Business Systems Analyst