Case Study: Marsh & Parsons cuts service calls 60% and boosts SLA adherence to 94% with Freshworks (Freshservice)

Marsh & Parsons Sees 60% Drop in Service Calls & Incidents With Freshservice

Marsh & Parsons, a 160‑year‑old UK real estate firm with 28 London offices and 290+ users, faced poor end‑user experience, complicated ticket management and expensive support as it moved to a full cloud infrastructure. To address these issues they evaluated multiple vendors and chose Freshworks’ ITSM product Freshservice to replace their legacy SysAid tool.

Freshworks implemented Freshservice with a user‑friendly self‑service portal, built‑in SLA management, service catalog and gamification, enabling a fast, low‑disruption rollout. As a result Marsh & Parsons saw service calls and incidents fall by 60%, SLA adherence rise to 94% (from 74%), portal logins increase to 86% (from 20%) and overall higher end‑user usage and cost savings since adopting Freshservice.

Marsh & Parsons

Luke Pardon

Service Desk Team Leader