INDUSTRY
Healthcare
LOCATION
Australia
USAGE
IT Support
CHALLENGES
- Limited analytics
- Laborious processes
- Inefficient server operations
- Couldn’t track CSAT
FAVORITE FEATURES
- UI
- Automation
- Canned responses
- Customizable portal
- Mobile app
Reduction in resolution time
92%
Reduction in manual effort
75%
Customer satisifaction
90%
About Royal Rehab
Royal Rehab is a charitable private organization that helps maximize abilities and optimize lifestyles following injury or illness. They chose to work with Freshservice because of its broad functionality and affordability.
Goal
The lack of a full-fledged ITSM system made it frustrating and difficult to coordinate. Their main goal was to implement a fully-functional solution that would better streamline processes and workflows and let them coordinate effectively between their centers.
Solution we provided
Royal Rehab found Freshservice to be a perfect fit for them — a clean, simple interface that required no training to use and was extendable across their offices. The automation features, such as scenario automation and supervisor rules, allowed them to address tickets faster and more efficiently, while canned responses also saved a lot of time when dealing with frequently logged tickets. The easily customization interface, which allowed them to skin the tool to match their own company branding, was highly appreciated.
“Love the fact that when a customer rates a ticket, it lets future agents know if they were satisfied with past service or whether they will need more than a call to make them happy.”
Successes
Aside from being a stable solution that enabled them to standardize workflow company-wide, Freshservice allowed Royal Rehab to save $15,000 ($5000 per service desk agent) during their first year of usage. Their ticket backlogs went from 2450 to 180.
