United Kingdom


IT Support

  • Only 10% self-service use
  • Hard to assign tickets
  • Couldn’t track progress
  • No automated processes
  • Delays in ticket resolution
  • Expensive to maintain
  • Automated workflows
  • Self-service portal
  • Customizable interface
  • Configurable SLAs
  • Advanced reporting
  • Gamification



Ticket Assignment

16 Seconds

Customer Satisfaction


About Western Sussex Hospitals

Western Sussex Hospitals NHS Foundation Trust runs three hospitals, serving a population of 450,000 people across most of West Sussex. Unhappy with their IT service, they switched to Freshservice and used it to create their current system, which won Best Implementation of an ITSM Solution Award at the 2017 SDI IT Service & Support Awards.


Faced with organization-wide discontent with the shared NHS system, an outsourced tool called Marval, it was decided that an in-house service desk tool would help to resolve most of their issues. The team then spent several months analyzing 14 ITSM tools including those from Zendesk, Sunrise, and Hornbill, ultimately choosing Freshservice. They had a challenging deadline – the new service desk had to be up and running within 3 months, when the old tool expired.

Solution we provided

Considering the complex IT environment of an acute hospital, the IT team faces significant pressure as they are responsible for quickly resolving IT issues that directly affect patient care. The team found Freshservice a refreshing change from the old tool.

  • Automation: Auto-assignment of tickets freed up critical time for other deliverables
  • Self-service: Self-service usage improved exponentially, taking pressure off the team
  • Customizability: The team completely customized the portal to suit their unique requirements
  • Dedicated support: The Freshworks Direct Partnership Model (DPM) ensured that a team was always available for support and helped them through implementation on a tight deadline
  • Increased ROI: Freshservice provided more than the old tool for a much lower cost

“Freshservice was willing to go the extra mile to make sure the system met our needs. Overall, Freshservice has been one of the best tools we have worked with – no matter what time of day it is, they always get back to us within a few hours of getting in touch.2017 was our first full year with Freshservice as our ITSM tool, we started off in November 2016 and saw a massive improvement in how our IT service was perceived, this led to a Trust award for Innovation at the annual Trust awards.”

Grant Harris

Head of IT Operations

Western Sussex Hospitals


After the quick implementation with continued support throughout the process, Freshservice’s clean, simple interface and adaptability further won the IT team’s support. As the performance of IT operations improved, so did the end-users’ perception of the IT team, which became viewed as a value-add. Automation was a big win – it reduced time spent on calls, improved SLAs, and relieved pressure on the IT team.

Wait times   15 minutes   16 seconds
First call resolution   55%   91%
Self service usage   10%   42%
CSAT   -
Received Calls 4249
First response Time 6 minutes   3 minutes