Case Study: Presence of IT saves 60% of IT support time with Freshworks' Freshservice

How Presence of It Saved 60% of Their Time With Freshservice

Presence of IT, a leading Human Capital Management consultancy in Australia, was struggling with email-driven IT support — a lean IT team of three (one part-time) handling requests from 500+ employees with no ITSM tool, manual workflows, incident-tracking issues, redundant work and little ability to plan. To modernize support and streamline operations they chose Freshworks' Freshservice as their service desk solution.

Freshworks implemented Freshservice to introduce request processes, a knowledge base, canned responses, automation, integrations, incident management and a service catalog, boosting visibility and accountability while cutting manual effort. The change saved the team 60% of their time, eliminated duplicate handling, improved customer satisfaction and sped up resolution — enabling just three agents to handle nearly 9,000 tickets — and Presence of IT is now expanding into asset management within Freshservice.

Presence of IT