Case Study: UNiDAYS achieves 99% customer satisfaction and 15-minute onboarding with Freshworks' Freshservice

Unidays Gains 99% Customer Satisfaction With Freshservice

UNiDAYS, an award-winning verification and marketing technology business based in Nottingham serving over 9 million students, needed to scale its IT, HR and DevOps processes as it grew rapidly. Facing no ITSM tool, difficulty tracking requests, lack of granular reporting and limited scalability, UNiDAYS selected Freshworks’ Freshservice to standardize and manage its support and onboarding workflows.

Freshworks implemented Freshservice (configured in under an hour) with a service catalog, customizable portal, automation and integrations with JIRA, Slack and Google apps to route work to the right teams. The result: onboarding time fell from up to a day to 15 minutes, SLA performance hit 97%, first contact resolution reached 85%, and customer satisfaction climbed to over 99%, delivering faster feedback loops, better visibility and improved DevOps/IT efficiency.

UNiDAYS

Tom Peach-Geraghty

Head of IT Operations