Currie & Brown, a leading physical assets management and construction consultancy, was on the lookout for a cloud-based IT service management (ITSM) tool to improve their IT service delivery and support across multiple international IT teams. With 2200 employees and the recent acquisition of the Sweett Group PLC, Currie & Brown needed an enterprise tool to support their rapid growth.
Currie & Brown was previously using an in-house platform in the UK team, along with BMC Track-It! and Outlook to manage calls. With different challenges faced by different teams, Currie & Brown decided that they needed one common solution to refine their IT support processes across multiple regions and teams.
After considering tools like Zendesk and Cherwell, Currie & Brown chose Freshservice based on its ability to globally improve the efficiency of IT operations with its robust ITIL-aligned features, multilingual support, usability, and extensive incident management capabilities. Their crucial requirements were that it be cloud-based, ITIL-aligned tool and multilingual. Language was a priority as some of Currie & Brown’s users were Mandarin and Cantonese speakers. The team also liked Freshservice’s user-friendly and customizable interface.
““Freshservice is a platform that really supports the way we work as a group.””
Currently, Currie & Brown’s SLA stands at a whopping 95% and their first call resolution is at 79%. Freshservice is enabling the teams at Currie & Brown deliver exceptional service to their end-users. Apart from these key improvements, the teams realized the following benefits with Freshservice: