Case Study: International Schools Group achieves 98% Excellent Customer Satisfaction with Freshworks' Freshservice

Isg It Department Achieves 98% Excellent Customer Satisfaction With Freshservice

International Schools Group (ISG), a consortium of accredited international schools in the Kingdom of Saudi Arabia serving roughly 800 teachers and staff across seven schools, faced cumbersome manual IT processes, no useful reports, no self‑service capabilities and poor SLA management. To modernize their helpdesk and align IT with school leadership expectations, ISG selected Freshworks’ Freshservice ITSM solution.

Freshworks implemented Freshservice with features like CSAT reporting, automation rules, service catalog, gamification and Google Apps integration, enabling SLA definition, ticket tracking and customizable self‑service. The result: a sharp rise in service quality — 98% excellent customer satisfaction, 97.7% SLA adherence and 76.74% first‑call resolution — plus fewer incidents, more service requests, faster turnaround times and higher team morale.

International Schools Group

Alexander van Iperen

Chief Operations Officer