INDUSTRY

e-Commerce

LOCATION

United Kingdom

USAGE

HR, Facilities, Security

CHALLENGES
  • No ITSM solution
  • No performance insight
  • Inefficient processes
  • Email/Outlook as main tool
FAVORITE FEATURES
  • UI
  • Knowledge base
  • Incident management
  • Reporting
  • Integrations
  • Service Catalog
  • Scheduler
  • Change management

About Rant & Rave

Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers.

Goal

Rant and Rave lacked an ITSM tool, and was operating in the blind using Microsoft Outlook as its only means of support. They felt that implementing an ITSM solution that was simple and easy to use would take care of all the management and operational issues that arose from the email-only support, inability to track, and lack of reporting and insight.

Solution we provided

Rant and Rave chose Freshservice over three other solutions they were considering – Salesforce, ServiceNow and eGain. Freshservice brought in a simple UI, intuitive and comprehensive knowledge base and incident management, performance tracking and reports, and robust integrations. It made things a lot simpler and faster for Rant and Rave by letting it log tickets as they are being raised, and track, report, and send/ receive alerts of instances as they progress through the support process.

Predominantly using the incident management and service request components, Rant and Rave also put the service catalog to use in two different ways. One for its internal service desk to procure apps, software, hardware, etc. that works around customers’ discrete requests to send text messages and process reports. Another use case scenario is for its very own service catalog to help log, track, record, and process service requests that come in.

“There was no way to understand our progress and targets before. Since Freshservice, we’ve seen significant changes and improvements on that front.”

Gareth Rees

Head of Service Delivery

Rant and Rave

Successes

Within a few months of using Freshservice, Rant and Rave has seen significant improvement across its operations. As a team of 60 with 17 agents and growing, Rant and Rave liked how quick and simple it was to set up Freshservice – from implementing alerts, adding agents at ease, building its knowledge base and standardizing documents to share with teams across the company, to making changes within the solution. Since its implementation, the company’s first and second line engineers have become much more aware of the volume of tickets under process and its SLAs. It has also enhanced customer support – it’s easier for users to reach out for support and that’s boosted Rant and Rave’s performance scale.

The use of the service catalog has hugely minimized the manual inputting of data. The corporate IT team also uses asset management along with automated tools to manage its internal corporate assets.

Currently, Rant and Rave is working on over 500 tickets a week and is able to keep tab of its SLAs and make assessments of a number of types and volumes of tickets it gets from its customers. The company further stated that Freshservice is letting it forecast reports much better than before, and focus more on its performance.