United Kingdom



  • Complex solution
  • Expensive
  • Hard to maintain and manage
  • Gamification
  • Service catalog
  • Mobile app
  • Third-party service request approval

About Addison Lee

Addison Lee began in 1975 with the belief that taxis and minicabs could be done better. By combining the latest technologies with traditional customer service values, they disrupted the industry (before disrupting industries had even become a thing). Their iconic black cars have been on the road ever since. They are now in 350 cities worldwide and transport over 10 million passengers each year in London alone.


In addition to its previous ITSM solution, ManageEngine IT360, being on-premise, Addison Lee found it too complex for their needs and too difficult to operate. The company decided that a cloud-based ITSM tool would be the ideal solution to all their existing operational and management issues in IT support, as well as providing opportunities for additional improvements. They were adopting the ITIL IT service management (ITSM) best practice framework to enhance its internal IT support and operations, and needed an ITIL-aligned ITSM solution that was user-friendly and easy to maintain.

Solution we provided

Addison Lee selected Freshservice over 15 other ITSM solutions to complement its expanding business. The company knew exactly what it needed – a modern, simple UI that was intuitive enough to easily adopt without training, a robust CMDB, a fully-functional service catalog, and ease of configuration. Addison Lee went live with Freshservice after testing the solution capability by capability over the course of four months due to the size and complexity of its operations. A quick change of email and the addition of requesters into Freshservice were all it took to make a smooth transition – the final changeover to Freshservice took place seamlessly in a single day.

“It’s great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they’ve been making those changes as well. It’s really good for the future.”

Ray Wise

Helpdesk Supervisor

Addison Lee


Addison Lee has seen significant improvements in its IT support services. Along with the wider transformation of adopting a new ITSM best practice framework, Addison Lee is doing far more than it used to with the old ITSM tool. It surpassed 5000 tickets in the first two months of going live with Freshservice, and is able to close tickets and approve changes more quickly than before.

Prior to Freshservice, Addison Lee didn’t have any customer satisfaction reporting. Now the company is able to seek feedback, meet all its targets, and keep better track of things. According to Addison Lee, it’s favorite Freshservice feature is being able to ask someone else to approve tickets as part of the service request.

Having grown from 45 to 66 agents, Addison Lee has expanded its business more than it ever dreamed of. Furthermore, the company has resolved over 1100 tickets in just the month of October, with a rating of 97% on time resolution and heightened SLA management.