Industry :

 IT/ IT Services

Location :


  • Lack of workflow automation.

  • High turnaround time.

  • Inability to scale the existing solution.

About Waterstons

Waterstons is a business and IT consultancy that provides creative technology-based solutions to business problems. Headquartered in Durham, the United Kingdom, Waterstons’ core services work in partnership with customers to deliver solutions by leveraging the entire technology and systems landscape. 

Business-focussed and consultancy-led, Waterstons work with businesses large and small across the UK and beyond, helping them implement and support technology, process, and governance architectures to improve business performance and deliver competitive advantage.


The Waterstons team consisting of 120+ business consultants used a legacy incident and service management solution for 65+ managed service customers. With the incumbent solution, service request resolution had a higher turnaround time. From a functionality standpoint, Waterstons was looking to expand beyond help desk operations to include - Change Management, Problem Management, Self Service, and Knowledge Base. Given the organization’s rapid growth and speed of doing business, Waterstons began evaluating solutions based on the following criteria;

  • Scalability

  • Automation

  • Fast capture and analysis of the huge volumes of support usage data

After thorough due diligence, Waterstons decided to enrol Freshservice, Freshworks ITSM suite, to innovate its IT services. The evaluation took into consideration multiple parameters viz. ITIL compliance, modern user interface, and ease of use. Freshservice was the solution of choice for its ease of implementation, usability, value for money, and support. 

Success with Freshservice

Freshservice empowered the Waterstons team to work faster, smarter, and gain better visibility into service requests with automated workflows and ticket-merging. There has been an uptake in the self-service portal powered by robust knowledge management and service catalog capabilities. As a result, their agent productivity has improved and the average response and resolution times dropped significantly. The team now handles 2X ticket volume and has closed 13007 tickets in comparison with 6131 tickets with their old tool. “Freshservice is fast and leading-edge. It made a difference and helped us deliver high-quality work,” says Adam Lisik, Software Operations and Support Lead at Waterstons. Monitoring, tracking, auditing, and solving incidents or service requests from users has become easier, therefore user adoption and adherence to Service Level Agreements (SLAs) have increased drastically.

Waterstons also realized the benefits of the cloud-delivery model – the latest functional capabilities, with new features available more quickly than with on-premise solutions. “Freshservice, as a product, has a great user experience for both our team and our customers. It enabled us to consolidate on a single solution for many aspects of ITSM and furthered our agenda to provide high-quality customer intimate services. We have improved our ITSM process maturity by placing all the key processes in a single, easy to use solution which could be easily tailored on a customer by customer basis,” says Alex Bookless, Head of Managed Services at Waterstons.

What’s Next?

To improve collaboration between teams, enhance asset visibility, and streamline the processes, Waterstons plans to leverage the Asset Management and Change Management modules within Freshservice more extensively.  With out-of-the-box integration capabilities with Power BI dashboards, Waterstons aims to have a better analytical view of the business and operations, including extending it to new instances. 

“The Freshworks team was a great asset during implementation and continue to be a key partner for Waterstons as we look to further mature and improve our services to customers, tailored to their specific needs,” sums-up Alex Bookless.

“The Freshworks team was a great asset during implementation and continue to be a key partner for Waterstons as we look to further mature and improve our services to customers, tailored to their specific needs.”

alex waterstons alex waterstons
Alex Bookless

Head of Managed Services