Case Study: Judson University achieves 250% increase in first-call resolution with Freshworks' Freshservice

Judson University Sees a 250% Increase in First Call Resolution With Freshservice

Judson University, an evangelical Christian liberal arts university in Elgin, Illinois, was struggling with an on‑premise helpdesk that lacked useful information, reporting and tracking. High ticket volume, manual overload and heavy email reliance meant their IT team couldn’t efficiently support staff and students, so they turned to Freshworks and its cloud ITSM product Freshservice to replace the legacy system.

Freshworks implemented Freshservice—bringing incident and service request management, change management, a service catalog, self‑service, automations, canned responses, CSAT surveys and improved reporting—which enabled a smooth migration and major performance gains: first call resolution rose from 20% to 70% (a 250% increase), SLAs met at 90%, customer satisfaction reached 92%, managed changes increased from 40% to 100%, serious change‑related incidents dropped from 26 to 2, and tickets submitted via email fell from 50% to 22%.

Judson University

Ben Greeno

Interim Director of Information Technology