Seamless Collaboration and Knowledge Sharing in Adelaide City Councils with Freshservice

Freshservice has effectively transformed the Service Desk experience at the councils of CCS, COM, and PAE. Employees can now easily raise requests and track the status using Freshservice. The comprehensive knowledge base has helped employees easily find a resolution to many of their queries without having to contact IT. This has resulted in a reduction in walk-ups and a 10% drop in phone calls to the IT team. Agents can easily triage, allocate and monitor incoming requests through a consistent dashboard. Since the workflows are the same, employees across each of the councils can effortlessly work within the systems of other councils. Operating out of Freshservice has helped the councils share resources when the need arises. If an employee in one council has expertise in a specific area, they can easily jump in and help an employee from another council on the task. IT teams across the councils can now review and resolve tickets regardless of which council they belong to. This has facilitated greater knowledge sharing across the teams.

1500 IT assets migrated

10% drop in phone calls

Over 1000 tickets raised in a month