Cinema and theme park operator Village Roadshow Group uses Freshworks IT service management to equip employees to better serve customers
Freshservice helps Village Roadshow Group save 60% on IT cost and helps employees focus on helping customers and improve satisfaction
Sydney, Australia - 2023-10-18
Freshworks Inc. (NASDAQ: FRSH) today announces that Village Roadshow Group, the iconic Australian cinema and theme park operator, achieved a 25% increase in customer satisfaction while cutting IT costs by 60% after adopting Freshservice — the company’s IT service management solution.
Village Roadshow Group, was established nearly 80 years ago and has undergone a major digital transformation project with Freshworks, futureproofing its IT infrastructure across 37 locations in Australia to more efficiently support its 5,500 employees who serve over 22 million customers every year.
Arul Arogyanathan, Village Roadshow Group General Manager -Technology, attributes the considerable improvements in customer satisfaction and cost savings to the simplicity and versatility of Freshservice, which helps the company’s employees focus on helping their customers rather than wrangling with the internal IT team.
“Our business is incredibly diverse,” said Arogyanathan. “On one hand, we’ve got our corporate head office in Melbourne with legal, financial and business executives, while on the other hand, we’ve got cinema and theme park sites with a continual turnover of hundreds of young casual workers. Implementing an IT system that works for everybody is a significant challenge, but one we’ve managed to overcome with Freshworks.”
“Before Freshworks, we used to take two weeks to onboard a new employee. Now that whole process takes five minutes. That’s huge for us — we want to create the right impression for new employees right from the start,” continued Arogyanathan.
Before using Freshworks, Village Roadshow Group struggled with its existing ITSM tool, which was prone to complexity, breakdowns and extremely high operating and maintenance costs, making it difficult for the business to keep up with the 2,000 IT tickets requiring resolution every month.
With Freshworks, Village Roadshow Group achieved a return on investment in one year, with a 25% improvement to average ticket resolution time, and vast ongoing improvements to productivity across the business. It was also able to take advantage of Freshservice’s knowledge management database and contract management database to streamline supplier operations.
Arogyanathan added, “Managing contracts used to be a nightmare for us. We were manually uploading new suppliers and contracts to our database, with involvement from legal, procurement and IT. Now with Freshworks, it’s an automated process end to end that takes just minutes, without any intervention from anyone.”
The full Freshservice implementation took just six weeks, with minimal disruption to Village Roadshow Group’s business operations.
Ben Pluznyk, Freshworks’ director of sales for ANZ, said: “One of the major differentiators of using Freshworks is our ability to help organisations scale while making IT as easy as possible for anybody within the organisation to get to grips with. Our ability to deliver an exceptional employee experience through automation and self-service tools means our customers’ employees can focus on what they do best — serving their customers — without being constrained by IT.”
About Freshworks
Freshworks Inc., (NASDAQ: FRSH) creates business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our AI-boosted products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and Twitter.
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