Mission Veterinary Partners achieved 98% CSAT with Freshservice

About Mission Veterinary Partners

Mission Veterinary Partners (MVP) is a veterinarian-founded network of 300+ animal hospitals. Their mission is to be the employer of choice in veterinary medicine. They take the very best care of their veterinary teams so they can take care of their clients and patients.

Business Challenges

MVP earlier had about 30 hospitals and did not have a ticketing system. Most of their support communication was routed via email, messages, and phone calls. These disconnected communication channels led to 

• loss of accountability and productivity

• inconsistent support for employees caused frustration

• long ticket resolution time and difficulty in managing volumes

• lack of visibility across different channels of communication

Why MVP Chose Freshservice 

MVP moved to Freshservice because they needed a reliable tool with an agile ticket resolution process. Today, every single internal home office department, such as IT, HR, accounts payable, finance, talent & development, uses Freshservice to support their employees. 

MVP improved the EX of their 8K+ employees across 300+ hospitals, and here’s how they did it:

• Improved employee experience by reimagining their ticketing system with the end user in mind 

• Smooth and timely implementation with the support and knowledge of the Freshservice Professional Services team

• Enhanced decision-making by using the Master Dashboard to get insights on ticket trends, resolution rates, agent performance, etc.

• Increased employee productivity with Reminders to agents to send out urgent notifications

• Improve IT efficiency with customized Service Requests and Workflows for specific scenarios

Impact of using Freshservice:

• Managed ticket volumes better and successfully resolved 14,000 tickets in a month

• Achieved a CSAT score of 4.9/5 

• Increase in accountability to requesters aided in business growth and quality of service