Industry :

Practice of Law

Location :

New Zealand

Usage :

IT Support 

  • Manual, erroneous processes

  • Lack of workflow automation

  • Need for data security

  • Lack of reports/stats

  • Lack of visibility

Favourite Features :
  • Cloud-based ITIL-aligned service desk

  • Mobile application

  • Workflow automation

  • Data security

  • User Interface

  • Robust software


About Bell Gully

Bell Gully is a leading law firm in New Zealand that offers client services in corporate, litigation, banking, finance, property and tax departments. With best-in-class knowledge and extensive experience across all legal disciplines, Bell Gully is placed at the top of the world’s most reputable and respected legal firms for being commercially strong and providing high-quality trademark advice. Bell Gully’s motto is to mirror clients’ strategic objectives and deliver the outcomes they seek.


IT Team structure at Bell Gully: 
  • Tier 1 support

  • Tier 2 support

  • Specialists

IT team at Bell Gully could not track, prioritize and assign tickets efficiently. When tickets were submitted, they could not be routed to the right department or agent, thereby delaying the resolution time.  


Key challenges at Bell Gully:

Bell Gully did not have an IT service management solution before Freshservice, leading to fractured service delivery to its partners and legal staff. It was difficult to accurately identify the cause of service issues, and fixing them took an ample amount of time. Bell Gully’s IT team handles support and service requests from over 400 employees and partners. With heavy reliance on email and phone to receive requests, most of the calls went untended as they did not have a system in place to monitor and manage the incoming requests. They depended primarily on manual processes to resolve service requests. Escalations were tedious and the lack of complete visibility into IT operations was hurting Bell Gully’s IT performance. 

With increasing workload and no proper system to manage it, the IT team at Bell Gully was in dire need of an IT service desk that could bring in structure and efficiency to the IT team. “We realised it was time to quit toggling between multiple windows to gain context and get work done. A full-featured unified solution to triage our incidents, isolate the problem at hand and plan, rollback & implement changes was imperative,” says Roy Crothers.

This was the tipping point for Bell Gully to rethink their entire approach to service delivery and IT support.


Bell Gully’s new IT goals :
  • Provide better and faster technical support

  • Reduce turnaround time

  • Better workload planning

  • SLA adherence 

  • Improved  data security 


Freshservice streamlines IT service at Bell Gully: 

After careful evaluation of over 15 IT service desks, Bell Gully chose Freshservice for its agility and ITIL-aligned features. The team liked Freshservice’s mobile application, user-friendly interface, workflow automation and codeless software. As a law firm, data security was extremely important and Freshservice with AWS met their stringent security standards. Real-time reporting and advanced analytics helped agents improve individual and team performance with essential feedback. Bell Gully leveraged real-time insights to make data-driven decisions. 

Today, Freshservice is at the forefront of employee experience, business continuity and digital transformation at Bell Gully. Freshservice serves as the single pane of glass for its IT service delivery.
Freshservice’s award-winning implementation team offered timely support through the implementation and onboarding process for Bell Gully. The technical support team was available throughout to troubleshoot issues and provide best practice on processes with the agility their business expects. Bell Gully could get up and running in a matter of hours with the help of Freshservice’s structured onboarding plan. Nearly 20 minutes per agent per day is saved just by providing visibility into the tickets. Freshservice has changed the way their teams function and improve their results.

“Freshservice was tailor-made for Bell Gully’s business requirements. They did not oversell. We could count on them at every stage, from troubleshooting issues to providing best practices. We are excited to implement IT asset management in the near future.”

Roy Crothers

IT Manager

Bell Gully