INDUSTRY

e-Commerce

LOCATION

United Kingdom

USAGE

HR, DevOps, IT

CHALLENGES
  • Lack of ITSM tool
  • Difficulty tracking requests
  • Lack of granular reporting
  • No scalability
FAVORITE FEATURES
  • Incident management
  • Service catalog
  • Slack integration
  • Google apps integration
  • Mobile app

SLA

97%

First Contact Resolution

85%

Customer satisifaction

99%

About UNiDAYS

UNiDAYs, based in Nottingham, is an award-winning verification and marketing technology business that connects leading brands with a hard-to-reach 18- to 24-year-old student market of over 9 million students across 7 countries including the UK, US, Germany, and Australia. They enable brand partners to verify student identity and drive engagement, revenue and long-term brand affinity with millennials - delivering significant traffic to retail stores and ecommerce sites across the world.

Goal

As UNiDAYS grew rapidly, they understood that they needed to boost their IT team and processes to meet business demands. They were in need of an IT service management solution to implement processes within the organization and better manage their work.

Solution we provided

UNiDAYS considered Cherwell, ManageEngine, and Spiceworks before choosing Freshservice to improve its process maturity in IT support, onboarding, and DevOps functionality. While the team had set up a test round with the intention of starting from scratch to avoid errors, they found that they finished the entire setup process within an hour.

Prior to Freshservice, the employee onboarding process took up to a day to complete. With the service catalog and the ability to customize the portal – from appearance to fields entailing details to automation tools that trigger tasks and notifications – the onboarding process now takes just 15 minutes. Freshservice has drastically improved workflows and the accuracy of their operations. Apart from HR, UNiDAYS uses Freshservice for IT operations and DevOps. The JIRA integration saves efforts for Dev as well as Ops teams. All requests get sorted by Jira and Freshservice, ensuring that the right teams handle issues.

“We have seen dramatic improvements associated with the implementation of Freshservice.”

Tom Peach-Geraghty

Head of IT Operations

Unidays

Success

The biggest impact Freshservice has had on UNiDAYS is the ability to quickly respond to business needs, shorten feedback loops and drive continuous improvement.

Since the implementation of Freshservice, UNiDAYS has been able to measure performance and gain visibility into its operations with a rating of 97% against SLA and first call resolution of 85%. The team are often able to fulfil requests even before the employee realizes that they’ve begun working on it. Their IT Ops team has received a customer satisfaction rating of over 99%.