Waterstons fuels growth by supporting 2x ticket volume with Freshservice

Waterstons is a business and IT consultancy that provides creative technology-based solutions to business problems. Headquartered in Durham, U.K., 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 works 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 challenge and solution

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 large amounts of support usage data

After thorough due diligence, Waterstons decided to enroll Freshservice 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. 

Impact

Freshservice empowered the Waterstons team to work faster and 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, 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.

“Freshservice, as a product, has a great user experience for both our team and our customers," says Alex Bookless, head of managed services at Waterstons. "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."

Future

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 continues to be a key partner for Waterstons as we look to further mature and improve our services to customers, tailored to their specific needs,” said Bookless.