Case Study: Premier Foods achieves 50% faster ticket resolution with Freshworks' Freshservice

Premier Foods Speeds Up Ticket Resolution by 50% With Freshservice

Premier Foods, one of the UK’s largest food manufacturers with over 4,000 employees across 15 sites, faced an ineffective outsourced ITSM model that struggled with change management, self-service and knowledge sharing. To bring IT Service Management back in-house and modernise operations, Premier Foods selected Freshservice from Freshworks as a cloud-based ITSM platform that met their needs for ease of use and multi-team support.

Freshworks implemented Freshservice to provide a unified service desk, self-service portal, mobile access, change and problem management, and automated reporting. As a result, Premier Foods cut target resolution times by 50% (from 40 to under 20 business hours), resolved 92% of tickets within SLA, achieved 95% customer satisfaction, grew self-service to 10% of requests, and reduced costs compared to the previous outsourced model.

Premier Foods

Simon McKenzie

Service Delivery Manager