Case Study: Royal Rehab achieves $15,000 annual savings and 92% reduction in resolution time with Freshworks' Freshservice

Royal Rehab Saves $15,000 a Year After Switching Over to Freshservice

Royal Rehab, a charitable healthcare organization in Australia, struggled with fragmented IT processes — limited analytics, laborious workflows, inefficient server operations and no reliable CSAT tracking — that made coordinating support across centres difficult. They selected Freshservice from Freshworks to implement a full-fledged ITSM solution that could be rolled out company‑wide.

Freshworks’ Freshservice provided a clean, customizable UI with automation, canned responses, supervisor rules and a mobile app that standardized workflows and reduced manual effort. The deployment cut resolution time by 92% and manual effort by 75%, lifted customer satisfaction to 90%, reduced ticket backlogs from 2,450 to 180, and saved Royal Rehab $15,000 in the first year (about $5,000 per service desk agent).

Royal Rehab

Ben Laxton

Service Delivery Manager