IT, Operations, Marketing
Anne Street Partners is a non-aligned, fully-integrated financial services group that offers clients a complete range of in-house services including financial planning, tax solutions, wealth creation, superannuation strategies, mortgage brokering, insurance, and estate planning. After selecting Freshservice as their ITSM solution for its ease of use and customization abilities, Anne Street Partners saw a significant rise in customer satisfaction.
Without an ITSM tool to manage the service desk, the IT team was bogged down by their workload and was under constant scrutiny from management as tickets often got lost or remained unresolved for months. Lack of a streamlined process to manage incidents further added to their woes. They needed to implement an ITSM solution to streamline their IT support and improve their service delivery.
After comparing multiple solutions, including ManageEngine, ServiceNow, and Sysaid, Anne Street Partners decided that Freshservice was the best solution for them. The team liked how easy it is to use and the fact that it didn’t require much training, encouraging users to adopt it over email. They also liked Freshservice’s modern UI and superior functionality at better RoI — it was very competitively priced. The customizability of the interface allowed Anne Street Partners to configure the solution to suit their needs, and being cloud-based, they didn’t have the added overheads of maintaining an on-premise tool.
“Freshservice’s reporting helps us track all the work we do. It’s really important for us to see how we are working as a team.”
Initially, Anne Street Partners used Freshservice only for IT service management. Upon experiencing greater productivity, the company began successfully using it for marketing and operations as well. They predominantly use it to handle incident and change management arising from various departments.
The teams used to be burdened by emails, including complaints about issues not being resolved. The IT team sometimes took 20 days to resolve a simple ticket, as tickets would get lost. Tickets are now resolved in less than 5 hours with Freshservice. Since the implementation of Freshservice, the team has seen significant improvement in the ticketing process – ultimately leading to zero complaints from the employees.
On implementation of Freshservice, Veeva saw several immediate benefits. In addition to an easy-to-learn and easy-to-use interface, they enjoyed: