Case Study: Outwood Grange Academy achieves service desk automation and boosts first-call resolution by 26% and SLAs by 12% with Freshworks

How Outwood Grange Automated Their Service Desk With Freshservice

Outwood Grange Academy, a UK-based multi‑academy trust supporting 21 academies, faced no centralized ITSM, limited performance insights, inefficient processes, and ad-hoc phone/email support that made tracking and consistent service delivery difficult. To gain a single, user-friendly service desk, the academy selected Freshworks’ Freshservice as its IT support platform.

Freshworks deployed Freshservice to provide a single interface with reporting, self-service, email ticketing and customizable workflows; 28 agents now process about 350 tickets a week and meet SLAs on 87% of tickets (up from 73%). The Freshworks solution drove a 26% increase in first-call resolution, a 17% reduction in redundant issues/calls, and a 12% improvement in SLA performance, giving Outwood clearer visibility and reduced ticket lifecycle effort across its academies.

Outwood Grange Academy

Stuart Jones

Director of ICT Support Delivery