Amerisure transforms service delivery with a single platform

When a century-old mutual insurance company outgrows its tools, the cracks show fast. Amerisure was running on a legacy ticketing system that deleted data after 12 months, had a limited search function, and had no analytics or change management to speak of. After selecting Freshservice in 2019, the company's IT service management team transformed IT service delivery, and then kept going, expanding Freshservice into legal, underwriting, HR, marketing, and beyond. The result: over 4,000 hours saved across IT and business teams in 2025 alone, with employee onboarding time-to-resolution dropping 96.7%. 

"Freshservice makes it easy to prioritize the customer experience," says Daniel McMaster, an IT service management analyst. A single platform now connects Amerisure's people, processes, and data without the complexity that once held them back.

The company

Amerisure Mutual Insurance Company is a Michigan-based commercial insurance provider with 501–1,000 employees, specializing in workers' compensation, commercial auto, and general liability coverage.

The challenge

Before Freshservice, Amerisure's IT team operated in a tangle of siloed, legacy systems that made even basic service delivery a chore. The existing ticketing tool—a free, server-based Microsoft product—deleted ticket data automatically after 12 months, couldn't search by requester, and offered no built-in analytics. There were no proper approval workflows, no change management structure, and edit collisions happened routinely when two agents worked on a ticket simultaneously. "Service Manager was a mess," says McMaster.

Compounding these issues were two operational gaps that quietly drained time and accuracy. Asset and infrastructure data lived in siloed spreadsheets scattered across team SharePoint folders, with no auto-discovery and no single source of truth — a classic CMDB adoption cycle of initial enthusiasm followed by gradual abandonment. And employee onboarding, while partially automated, remained fragmented: department checklists inconsistently followed, new-hire tasks like badge requests and buddy assignments tracked in Confluence but never enforced.

Beyond the technical limitations, business teams across the company such as legal, underwriting, marketing, and HR were managing their own requests through distribution email lists and aging Visual Basic forms. It limited visibility into who was working on what, how long things were taking, or whether anything was falling through the cracks. Lawyers were fielding requests by email with no prioritization, no SLA tracking, and no way to know whether the right person was working on the right thing at the right time. Time is money in a legal department, and complexity was the enemy of both.

When Amerisure evaluated alternatives, ServiceNow was dropped immediately on the basis of cost. McMaster also knew that managing ServiceNow software would require a team of folks that Amerisure didn't have. And building their own solution was considered and rejected; replicating the feature set they needed would have required a dedicated product team, and Amerisure's developers were already stretched across other applications and projects.

What the company needed was enterprise-grade capability without enterprise-level complexity.

The solution

Freshservice checked every box on Amerisure's feature grid: a modern, SaaS-based interface built for ITIL, cloud-hosted, and, critically, manageable by a lean team without an army of specialists. 

"It doesn't take a large team," says McMaster. "I am  the primary administrator. If we had more people, we could implement things twice as fast." Freshservice, powered by AWS, provided the security, scalability, and compliance capabilities an insurance company requires, integrating seamlessly with Okta authentication and Active Directory from day one.

Over six years, McMaster and team have built out more than 50 custom workflows and 140 forms across IT and the business—bundling approval flows, automating ticket routing, and orchestrating Active Directory actions without manual intervention. Change management went from a delayed, contentious rollout to a process people praised within months of launch. Category-based approvals are now fully automated: the system selects the right CAB, collects approvals, and moves changes forward without requiring anyone to memorize 200 subcategories.

When business teams saw what IT had built, they wanted in. Legal came first, then underwriting, marketing, HR, and facilities, all now operating dedicated workspaces within Freshservice. Departments have replaced email distribution lists with structured, trackable, prioritized request flows, and the company has consolidated on a unified platform. 

Freddy Insights has shifted decision-making from intuition to data: team members went from spending an hour each morning reviewing ticket trends manually to three minutes with AI-surfaced deviations. "We get better data," says McMaster. "When doing it manually, we are only looking for what we think we know. Freddy Insights gives us all the deviations." 

Freddy AI Agent went live in the support portal as soon as it was available, giving employees a self-service path that reduces calls without requiring them to know whether they need a form, an article, or an incident ticket. Device42 is now being implemented for automated CMDB discovery, replacing siloed spreadsheets with a single source of truth for cloud infrastructure. And Journeys is in active development to take persona-based onboarding beyond access provisioning into the full new-hire experience.

Impact

The numbers reflect a service operation that has fundamentally changed. Amerisure saved over 4,000 hours across IT and business teams in 2025 alone. Employee onboarding time-to-resolution dropped from an average of 118.3 hours to 4 hours, a 97% efficiency gain. Non-employee onboarding improved similarly, falling from 103.5 hours to 3.8 hours, a 96% reduction. Legal's intake process, once managed entirely by email, has handled 1,225 form submissions through Freshservice, saving lawyers 102 hours of processing time and requesters 61 additional hours. An IT audit question that would have taken hours to answer in Datadog was resolved in under 30 seconds using Freshservice's alert module.

Says McMaster, "Once these changes happened, within months, people asked me, 'why didn't we do this sooner?'"