Maurice Blackburn Lawyers empowers teams with self-service automation
Freshservice delivers flexibility and cost-savings for Australia's leading law firm
"With Freshservice and Synergy, we now have an amazing level of flexibility and empowerment that we've never had before, allowing us to focus on making improvements."
Business challenge
Legacy platform required costly external support for even routine changes
IT team lacked flexibility to respond to service requests independently
Troubleshooting took excessive time, creating operational bottlenecks
Business outcome
Eliminated dependency on external vendors, resulting in substantial cost savings
Expanded service management from IT to multiple business departments
Freshworks solutions are built on Freshworks Neo Platform, powered by AWS, providing a strong and scalable foundation for end-to-end cloud operations
Partner
Synergy Enterprise Solutions
Maurice Blackburn Lawyers is Australia's leading plaintiff law firm.
Business services
Australia
When Australia's leading plaintiff law firm Maurice Blackburn Lawyers found their IT service management platform no longer fit for purpose, they needed change, particularly as their existing system required costly external support for routine changes.
IT Service Manager Ton Nguyen partnered with Synergy Enterprise Solutions to implement Freshservice, completing the migration within a tight three-month timeline. The platform's clean, intuitive interface allowed Maurice Blackburn Lawyers to take control of their service management processes and achieve a 91.27% first touch resolution rate.
Initially implemented for IT, Freshservice quickly expanded to support multiple departments including Finance, People and Culture, and Business Development. The platform, powered by AWS, enabled the firm to manage complex workflows in-house rather than relying on external support.
"Now we have an amazing level of flexibility and empowerment," says Nguyen. "This allows us to focus on making improvements rather than struggling with system limitations."
The company
Maurice Blackburn Lawyers is Australia's leading plaintiff law firm with over 1,000 staff across more than 30 offices nationwide. For over 100 years, the firm has fought for fair outcomes for ordinary Australians, offering services in areas including personal injury, medical negligence, employment disputes, and class actions.
The challenge
Back in 2024, Maurice Blackburn Lawyers faced a significant challenge with its existing IT service management platform. After years of operation, the system had become increasingly difficult to work with.
"Troubleshooting took a long time, and we had little flexibility to respond to requests ourselves," recalls Nguyen. "We would have to contact the support team, which came at a cost, and then wait for it to be resolved."
The need for external support for even routine changes created many challenges. With the contract renewal approaching, Nguyen began exploring alternatives that would allow his team to take greater control.
"It got me thinking—can we find a better-fit solution that allows us to do most of the work in-house?" says Nguyen. "So when it came time to renew, we decided to make the leap."
As a large legal firm with dozens of locations across Australia, Maurice Blackburn Lawyers needed a solution that could accommodate multiple departments with varying technical requirements. They also faced an extremely tight timeline of just three months to select, implement, and migrate to a new platform—a process that typically takes much longer.
The solution
Maurice Blackburn Lawyers sought a solution that would offer control over IT processes and minimize reliance on external support. The company collaborated with Synergy Enterprise Solutions to implement Freshservice, powered by AWS, following a two-phased approach to accommodate their ambitious timeline.
The first phase focused on migrating essential features within the three-month window. The second phase secured historical data and added refinements.
While initially implemented for IT, Freshservice quickly expanded to include multiple departments across the business, including business development, data science, digital service teams, facilities, finance, marketing, and people and culture. Today, the platform supports 100 agents across nine unified helpdesks, serving the needs of over 1,000 employees through phone, email, and chat channels.
"The team from Synergy Enterprise Solutions really stepped up and made it happen in record time," says Nguyen. "Now we have an amazing level of flexibility and empowerment that we've never had before."
Before Freshservice, troubleshooting took a long time, and we had little flexibility to respond to requests ourselves
Ton Nguyen
IT Service Manager
Impact
Freshservice has become a core operational platform for Maurice Blackburn Lawyers, enabling the company to maintain service quality while significantly improving efficiency. The platform now handles up to 5,000 tickets per month, with teams resolving an average of 165 tickets daily and maintaining an average resolution time of just 34 hours.
Complex processes like employee onboarding and offboarding—which previously required external support—are now handled internally through automated workflows. This has improved service response times, improved employee satisfaction, and allowed the IT team to focus on strategic initiatives rather than routine maintenance.
The platform's stability, scalability, and user-friendly interface have transformed Maurice Blackburn Lawyers' service management approach. The partnership with Synergy enabled a smooth migration even under extreme time pressure, setting the foundation for continued automation and service enhancements across the business.