Real Estate


United Kingdom

  • Poor end user experience
  • Complicated ticket management
  • Expensive Support
  • Self Service Portal
  • Gamification

SLA adherence


End-user usage


People Loging in through the portal


About Marsh and Parsons

Catering to an elite clientele, 160 year old property management stalwart Marsh & Parsons has 28 offices across London’s most exclusive locations, and is expanding fast, adding 2 to 3 new offices every year. Last year they made the decision to move to a full cloud infrastructure, so their lean IT team could better support the 290+ end users across the organisation.


Marsh & Parsons rapid expansion and difficult-to-use existing tool meant that the 290+ end users were not using the self-service portal. This was causing a heavy burden on the lean IT team who could not afford to spend too much time resolving service requests and addressing incidents. Using the existing tool, it was difficult for the IT team to set and measure SLA targets and provide responsive customer support. There was also high numbers of service requests and incidents. Other challenges with the existing tool included:

  • Difficult to use for agents and end users
  • Poor experience for end users
  • Portal use low due to poor user experience and SLA adherence
  • Process of opening and closing tickets was time consuming
  • Expensive support

Given the company’s ambitious growth plans and increasing number of incidents for the IT team to deal with, Marsh and Parsons knew they had to evaluate and implement a new ITSM solution. Luke Pardon, Service Desk Team Leader, was tasked with sourcing the right ITSM partner for the company. Given that they had just switched to a full cloud infrastructure, it was imperative that implementation of the new ITSM tool was quick and simple.

Solution we provided

The IT team’s challenges with their existing system, SysAid, had given them a clear idea of what to look for in a new tool; it needed to align with their business processes and their strong user centric service culture. They trialled 10 solutions and Freshservice was selected as the new ITSM partner, with Zendesk and Hornbill among some of the other strong contenders. Speaking about why they chose Freshservice, Luke commented:

“We were impressed with the way Freshservice presented their features, functions and benefits from an end-user point of view at a Service Desk Open House. There was no hard selling or pressure. We felt that here was a solution that made us feel that it was designed for us. The sales folk were forthcoming and let us try out a full version. That clinched the deal.”

luke pardon
Luke Pardon

Service Desk Team Leader


Following the major change that Marsh & Parsons had just gone through when they moved the organisation to the cloud, it was important that the Freshservice implementation went smoothly with minor disruptions. With minimal learning or back end work required and robust change management, Luke and his team were able to implement Freshservice with barely any disruption. The in-built SLA management module and user-friendly portal, with support on-hand every step of the way, made the rollout quick and effortless. Commenting on his team’s implementation experience, Luke said:

“The SLAs were built-in and ready to go, the end-user portal was user-friendly, and the support team were accessible and helpful. The product we got was the product we tried. No surprises. And there was excellent change management, minimal disruption and very quick implementation.”

Luke Pardon

Service Desk Team Leader


Success with Freshservice

There is a shared feeling among the IT team of the features of Freshservice that have resulted in a better experience for the end-users and IT staff alike.

  • The Service Catalog has led to a rise in efficiency among the team
  • There has been a dramatic drop in the number of phone and email tickets, owed to a rise in use of the self-service portal
  • The ability to measure and showcase the performance of the IT team is a huge positive for Marsh & Parsons
  • The gamification environment helps to create a healthy sense of competition among IT staff

In terms of the measurable benefits that Marsh & Parsons have seen since implementing Freshservice, some of these include:

  • Cost saving against their previous tool
  • Service calls and incidents have decreased by 60%
SLA adherence

increased from 74% to 94%

Logins through the portal

Increased from 30% to 86%