Case Study: Western Sussex Hospitals NHS Foundation Trust achieves 70% rise in first-call resolution with Freshworks

Western Sussex Hospitals Sees 70% Rise in First-call Resolution

Western Sussex Hospitals NHS Foundation Trust, which runs three hospitals serving about 450,000 people across West Sussex, was frustrated with its outsourced Marval IT system — only 10% self‑service use, slow ticket assignment and resolution, no automation or progress tracking, and high costs. Facing a three‑month deadline to replace the old tool, the Trust evaluated options and selected Freshworks’ Freshservice to implement an in‑house service desk.

Freshworks implemented Freshservice with automated workflows, auto‑assignment, a customised self‑service portal, configurable SLAs, advanced reporting and dedicated DPM support to meet the tight deadline. The result: first‑call resolution rose to 91% (from 55%), average wait times fell from 15 minutes to 16 seconds, self‑service use increased to 42%, CSAT reached 96%, received calls dropped and first response time halved — transforming IT performance and user perception while earning the Trust an Innovation award.

Western Sussex Hospitals NHS Foundation Trust

Grant Harris

Head of IT operation & Head of Medical Record