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.”

Ben Laxton

Service Delivery Manager

Royal Rehab

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.