Case Study: Moneycorp boosts self-service 33% and streamlines IT support with Freshservice by Freshworks

Self-service Usage Is Up 33% Saving Us Time on the Phone

Moneycorp (TTT Moneycorp Limited) is a UK foreign-exchange company with a small IT team of six supporting four main offices and 45 branches. Facing a lack of cloud support, inefficient processes and limited incident management, Moneycorp chose Freshworks’ Freshservice to move to a cloud ITSM with an intuitive interface that their compact team could manage.

Freshworks implemented Freshservice with email-to-ticket automation, an intuitive incident module, Dispatch’r and Scheduler automation, announcements and automatic CSAT surveys. The change helped resolve 4,000+ pending tickets, increased self-service portal usage by 33% (reducing phone workload), and delivered measurable productivity and scalability improvements for Moneycorp.

Moneycorp

Kenneth Byrne

Head of IT Services