81% Faster Resolutions: University of Aberdeen’s ITSM Success

Website Link Below:
https://affiliatepartner-freshchat.freshworks.com/us8q2t57kiij

🏛️ The University of Aberdeen, one of the world’s oldest institutions, was struggling with an outdated IT service management (ITSM) system. With chaotic ticket handling and overwhelmed IT resources, students and staff faced slow support and inefficient service. Enter Freshservice by Freshworks—a game-changer that transformed IT operations with AI-powered automation.

✅ 81% reduction in ticket resolution time
✅ 10,200 tickets deflected with Freddy AI
✅ 208% increase in ticket capacity
✅ 405 working days saved annually

💡 The Challenge:
The university’s legacy system couldn’t prioritize, categorize, or track tickets effectively, leaving IT teams drowning in requests. Analytics were nearly nonexistent, forcing IT staff to rely on manual SQL queries to extract data.

🚀 The Solution:
By switching to Freshservice, powered by Freddy AI, Aberdeen’s IT team:
✔️ Automated ticket handling with 100+ workflows
✔️ Integrated Freddy AI chatbots to deflect repetitive queries
✔️ Used Freshworks Analytics to gain real-time insights
✔️ Doubled ticket capacity to 2,000 per week

📊 With data-driven insights and automation, the university’s IT service became faster, smarter, and more efficient—delivering a 98.6% CSAT score and freeing up IT teams to focus on strategic tasks.

🔹 Ready to transform your IT operations? Try Freshworks today!

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