Case Study: Selwood Housing achieves 30% faster ticket resolution with Freshworks' Freshservice

Selwood Housing Reduces Average Ticket Resolution Times by 30% With Freshservice

Selwood Housing, a UK not-for-profit social enterprise managing 5,000+ rental properties with 300+ employees, faced complex IT processes, an externally-hosted service desk, overcomplicated workflows, high ticket resolution times and low employee adoption. To replace the non-configurable, third‑party system they chose Freshworks’ ITSM product Freshservice to provide an easy-to-onboard, configurable ticketing and service management solution.

Freshworks implemented Freshservice’s smart ticketing, multichannel integration, SLAs, CMDB, and change/asset management modules, streamlining workflows and improving visibility. As a result, logged ticket volume tripled, average resolution times fell by 20–30% (around 30% in headline impact), IT team satisfaction rose 56%, and Facilities also adopted the platform—helping Selwood move toward a centralized, proactive service model.

Selwood Housing

Mark Heyworth

Head of ICT