Case Study: Rant & Rave achieves ITSM visibility and faster, scalable support with Freshworks' Freshservice

Rant & Rave - Customer Case Study

Rant & Rave, a UK-based e-commerce customer engagement provider, was operating without an ITSM tool and relying on Microsoft Outlook for support, leaving the team without performance insight, reporting, or efficient processes. To address this, Rant & Rave selected Freshworks’ Freshservice to replace email-based support and introduce a simple, scalable ITSM platform.

Freshworks implemented Freshservice’s incident management, service catalog, knowledge base, reporting and integrations, plus asset management and automation, allowing fast setup of alerts and agents. Within months the 60-person company (17 agents) was handling over 500 tickets a week, tracking SLAs, reducing manual data entry, improving customer support and forecasting, and gaining the visibility and performance reporting it previously lacked.

Rant & Rave

Gareth Rees

Head of Service Delivery