Case Study: National Rugby League streamlines IT support with Freshservice from Freshworks

National Rugby League onboards its IT team onto Freshservice within just 1 hour

National Rugby League, Australia’s professional rugby league organization, needed to replace a clunky and expensive IT helpdesk system that required a dedicated admin and made updates, customization, and upgrades difficult. The team was using ServiceNow but found it overly complex, underused, and costly to maintain, especially for supporting IT services across 1,200 internal users.

Freshworks implemented Freshservice, enabling NRL to configure and launch the platform in a single day and onboard the IT team in under an hour. The rollout was seamless, with no user disruption, improved ticket and asset visibility, and easier no-code customization; Freshworks also helped the team reduce overhead and save time, while boosting portal adoption and making service requests more efficient.

National Rugby League

Maurice Veliz

IT Manager