Case Study: Stockport Council achieves 84.9% first-contact resolution and 94.8% SLA adherence with Freshworks (Freshservice)

Stockport Council Implements Freshservice as Part of Wider Digital Transformation Project

Stockport Metropolitan Borough Council (Stockport) needed a modern service management platform to support around 220,000 residents but lacked visibility and reporting on service delivery, had no customer satisfaction reporting or Active Directory integration, and struggled to provide an effective end-user portal. Stockport selected Freshworks’ Freshservice to deliver a cost-effective, easy-to-use service desk with out-of-the-box reporting and integrated self-service capabilities.

Freshworks implemented Freshservice across the council’s service operations, enabling a self-service portal, automated routing and a reorganised support model that improved collaboration and expanded usage across multiple teams. In six months Stockport handled ~25,000 tickets with 84.9% resolved at first contact and 94.8% SLA adherence; the platform also highlighted training needs, supported ITAM/ITSM integration plans, and became a central tool in the council’s wider digital transformation.

Stockport

Dan Hollands

IT Service Desk Manager