How Currie & Brown collaborates and delivers global IT support with Freshservice

About Currie & Brown

Currie & Brown, a leading physical assets management and construction consultancy, was on the lookout for a cloud-based IT service management (ITSM) tool to improve their IT service delivery and support across multiple international IT teams. With 2200 employees and the recent acquisition of the Sweett Group PLC, Currie & Brown needed an enterprise tool to support their rapid growth.

Goal

Currie & Brown was previously using an in-house platform in the UK team, along with BMC Track-It! and Outlook to manage calls. With different challenges faced by different teams, Currie & Brown decided that they needed one common solution to refine their IT support processes across multiple regions and teams.

Solution we provided

After considering tools like Zendesk and Cherwell, Currie & Brown chose Freshservice based on its ability to globally improve the efficiency of IT operations with its robust ITIL-aligned features, multilingual support, usability, and extensive incident management capabilities. Their crucial requirements were that it be cloud-based, ITIL-aligned tool and multilingual. Language was a priority as some of Currie & Brown’s users were Mandarin and Cantonese speakers. The team also liked Freshservice’s user-friendly and customizable interface.

Successes

Currently, Currie & Brown’s SLA stands at a whopping 95% and their first call resolution is at 79%. Freshservice is enabling the teams at Currie & Brown deliver exceptional service to their end-users. Apart from these key improvements, the teams realized the following benefits with Freshservice:

• Notification: The teams like that they are made aware if the SLA is breached,
• Collaboration: That the agents can easily pass calls and ticket statuses from one team to another,
• Onboarding: That Freshservice can get people running in no time with simple efforts,
• Communication: The ability to capture all communications between the user and the agent for easy incident resolution,
• Performance: Actively using automation features like Dispatch’r and Observer, along with canned responses, the teams are able to resolve tickets at ease and be more productive
• Mobile: Teams like the mobile app to assign or respond to calls and other urgent tasks.