Case Study: Currie & Brown achieves 95% SLA and 79% first-call resolution with Freshworks' Freshservice

How Currie & Brown Collaborates and Delivers Global It Support With Freshservice

Currie & Brown, a UK-based construction and physical assets management consultancy with 2,200 employees and recent acquisition of Sweett Group PLC, needed a single cloud-based ITSM to replace disparate on-premise tools, email-based support, and regionally fragmented processes — including lack of multilingual support for Mandarin and Cantonese users. They selected Freshworks' Freshservice to standardize and modernize IT support across international teams.

Freshworks implemented Freshservice as an ITIL-aligned, multilingual, cloud solution with a customizable interface, automation (Dispatch’r and Observer), mobile access, and improved collaboration features. As a result, Currie & Brown achieved a 95% SLA and 79% first-call resolution, plus faster onboarding, better incident tracking and reporting, automated notifications for SLA breaches, and smoother ticket handoffs between teams.

Currie & Brown

Chris Balmbro

Group IT Director