Cordant Group achieves 96% CSAT score with Freshservice

Cordant Group PLC, founded in 1957, provides integrated services, including recruitment, security, cleaning, and technical electrical services. It blends experience with industry knowledge and digital capabilities to create seamless processes that boost customer performance and profitability. Cordant Group is a leader in recruitment and integrated facility services.

The challenge

The Cordant Group needed to improve its IT service management (ITSM), service delivery, and IT support as part of a wider technology transformation initiative. Freshservice was chosen as the corporate ITSM solution to help deliver improvements in IT operations efficiency, self-service adoption, ITSM process adoption and maturity, performance reporting, and customer satisfaction. Cordant felt that a new cloud-delivered ITSM solution would also help resolve a number of ongoing IT management and support issues.

The solution

Before Freshservice, Cordant had a partial process for incident management using the company's incumbent ITSM tool. However, the tool was underused because service desk agents had issues with some of its ticketing and reporting capabilities. Cordant reviewed and trialed multiple ITSM vendors before choosing Freshservice, including ManageEngine ServiceDesk Plus, Samanage, and ServiceNow. Freshservice was chosen because it was highly accessible from anywhere, could be configured and customized, allowed on-the-fly changes, was very quick to implement (just one day after purchase) with all required capabilities ready in under a week, and increased CSAT with the ability to receive and analyze end-user feedback.

Impact

Cordant’s success with Freshservice exceeded the original IT use cases. In addition to delivering everything required to support 2500 end-users and 6000 incidents a month, Cordant is now also using it to support two other corporate teams—payroll and compliance—taking the number of licensed agents from the initial 35 to 60.

One of the most appreciated improvements is Freshservice’s closed-loop metrics. Cordant previously had no idea about key metrics such as incident volumes, resolution times, and customer satisfaction, but the company now reports these and more at company, unit, and end-user levels. The improved insight and reporting have also been used to prove the need for increased IT resources.

In terms of general operations, the use of workflow, approvals, and automation have seriously improved Cordant’s overall efficiency and productivity levels. Freshservice has also helped bring about better resource management in terms of the use of people’s time and effective knowledge management. The ease and speed of configuration and customization are also helping continued improvement activities. Freshservice has also helped increase the “team ethic” and teamwork, where the use of gamification, in particular, has helped build comradery.

As a result of all these operational and customer experience improvements, Cordant’s customer satisfaction rating is now an amazing 96%. Finally, with Freshservice, Cordant also realized the benefits of the cloud-delivery model: latest functional capabilities; new features available more quickly than with on-premise solutions; simple, subscription-based pricing; no local hosting infrastructure to buy and manage; ease of implementation and upgrades; and enterprise-grade scalability and security.