Case Study: RingCentral Automates 40% of IT Tickets with Freshworks Freshservice

RingCentral Leverages Freshservice to Quickly Move 1,000+ Employees from Desktop to Work from Anywhere

RingCentral, a cloud communications and collaboration provider, needed a more agile ITSM solution than its heavily customized legacy CRM-based ticketing system. The old environment required significant development resources for even simple changes, which slowed the IT team and limited its ability to keep pace with the business. Freshworks’ Freshservice was chosen to replace it with a more intuitive, collaborative platform.

With Freshworks Freshservice, RingCentral built automated workflows, service catalog-driven requests, and integrations across systems like Workday, Okta, Jira, and more, turning the platform into an orchestration engine. The result was over 40% of support tickets automated, 96% SLA adherence, CSAT response rates increasing from 5.76% to 12.03%, and usage expanding from 200 to 275 agents across IT and other departments.

RingCentral

Fred Chin

Senior Director of IT End-User Services