Case Study: Mosanada achieves 40% improvement in first response time with Freshworks' Freshservice

Mosanada Achieves 40% Improvement in First Response Time With Freshservice

Mosanada, a facilities management services provider in Qatar, faced fragmented IT support: no user-accessible ticketing, reliance on email and a bespoke SharePoint helpdesk, then an on‑prem Spiceworks setup that required multiple plugins and manual upgrades. Looking for an intuitive, low‑maintenance solution, Mosanada evaluated ManageEngine, Zendesk and Freshservice and selected Freshservice from Freshworks to modernize its Techdesk.

Freshworks implemented Freshservice for 600 users, enabling a lean four‑person team to manage tickets with change management, automation, asset linking, service catalogues and built‑in reporting and SSO. The switch delivered measurable gains: a 40% improvement in first response time, a ~5% improvement in resolution time, an 11% increase in tickets handled (tickets received +11%, tickets resolved +10%), fewer direct calls, better accountability and improved user satisfaction.

Mosanada

Adam Wood

Deputy Director – Business Solutions