Case Study: Sedgman Limited achieves rapid cost savings and service automation with HEAT Software

Sedgman - Customer Case Study

Sedgman, a Brisbane‑based engineering firm serving the mining sector with 800+ staff across several regions, needed to cut costs and streamline IT service delivery as commodity prices tightened. Their existing ServiceNow subscription was more feature‑rich (and expensive) than required, so IT leadership sought a rightsized, cloud‑based service desk that was easy to manage and accessible from anywhere.

Sedgman migrated to HEAT Service Management in the cloud, implemented with partner Fusion5, using Incident, Problem, Change, Knowledge and Service Request modules plus self‑service and a service catalog. The move delivered immediate cost savings (paying less from day one and paying for itself within a year), automated workflows, an 80% reduction in service‑request time (to 2–3 minutes), reduced paper reliance and declining incident volumes, with further HR and onboarding automations underway.

Sedgman Limited

Andrew Reid

IT manager