Brooke's Transformation: Achieving High Employee Satisfaction with Enterprise Service Management

The adoption of Freshservice resulted in improved accessibility for Brooke, enabling staff to use the application on-field. This was a significant improvement over the previous setup. The transformation also offered a great opportunity for Brooke to drive a cultural shift within the organization, while making employees adapt to new ways of working. The approach to creating tickets for every service request, though met with resistance initially, became a norm over time. The adoption of service management principles across Brooke led to departments such as HR and Legal benefiting from certainty, predictability, and good working relationships. This led to the entire organization adopting a unified service management platform, resulting in a consistent employee satisfaction rating of 98.5%. The workflows were set up so flawlessly that in the 2 years of the pandemic, there wasn’t a single instance where an employee didn’t have what was needed on the first day of employment.

Achieved a consistent employee satisfaction rating of 98.5%

Created over 80 workflows across scenarios to streamline service requests

60% of the tickets that come in are filtered and handed to individual teams before they ever make it to the service desk