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UK Broadcaster ITV Uses Freshworks to Delight its Rising Number of Viewers

Freshworks’ Freshservice ITSM software drives agility and cost savings for ITV’s support team

London and San Mateo, Calif October 06, 2020

Freshworks Inc., a leading software company empowering businesses to delight their customers and employees, announced that its customer ITV, a major broadcaster in the UK relied on Freshworks’ IT service desk software, Freshservice to quickly adapt to the rising pressure on IT due to COVID-19. Providing support during live programming means there’s no room for error and remote working took on a new and sudden importance. The ITV IT crew required the right equipment in the right place at a moment’s notice to support ITV Daytime’s 7.5 hrs of live weekday programming and production schedule. Freshservice searchable tickets and asset management capabilities which enabled the Broadcast Support team to shave two hours off their average response time while increasing their ticket resolution rate to 98%. 

Meticulously documenting service requests

ITV implemented Freshservice as its asset management and ticketing system three years ago. The number of agents operating from Freshservice has since increased significantly - from eight agents to 100 agents that support regional news and different areas of production. Freshservice functions as ITV’s Information Technology Infrastructure Library (ITIL) compliant ITSM system. For the past three years, all service requests have been meticulously documented in Freshservice.

On average, ITV handles 300-400 broadcast support tickets per month. Each year since install, ticket volume has increased by approximately 1000 tickets. Users are increasingly reporting issues via the preferred, tracked, ticket channel, as opposed to by phone or in-person. 

ITV also takes full advantage of the Freshservice reporting and analytics features. “We now have metrics and a view around what's fixed, how long it took, average resolution time, amongst other stats,” says Tim Guilder, Tech Manager at ITV Studios. “Just having visibility of these statistics is a huge win. We can illustrate our team’s success in operational meetings and offer metrics on exactly how the team is doing a great job. It validates what we do and also gives us all performance targets to work towards - and hopefully beat!”

Managing daytime TV’s resurgence through lockdown

The production teams were thrust into the world of remote working, remote editing and adapting to home connectivity, while the support team began receiving a surge in tickets related to VPN & broadband connectivity and take-home equipment requests. Freshservice helped to answer the spike in support requests and also allowed some of the support team to work effectively from home themselves.

Despite the lockdown, the ITV Broadcast Support team successfully cut two hours off of the average response time. Financial savings were also made as the ITV team operate in siloed internal departments but now have visibility of the entire tech estate and all ITV-owned assets. This resulted in the lending of equipment between team members and money was saved on duplicate purchases. 

“TV was more essential through lockdown than ever before”, says Simon Johnson, General Manager UK and Ireland, Freshworks. “ITV is providing news and entertainment to the general public, who rely on it being delivered to an expected standard. If the team isn’t able to fix a fault quickly and provide the right tools to production, there is a knock-on effect. This is something we are delighted to help ITV minimise – with our Freshservice software assisting and elevating productivity.”

About ITV Studios 

ITV Studios is a creator, producer and distributor of world-leading programmes that people can’t get enough of. We connect millions of people every day and shape and reflect the world they live in, we are More Than TV.

ITV Studios is home to some of the best creative minds, crafting over 8,400 hours of original programming across 55 production labels. Our global footprint spans 13 countries including the UK, US, Australia, France, Germany, The Nordics, Italy and the Netherlands and our global distribution business sells our catalogue of 46,000+ hours to broadcasters and platforms around the world.

About Freshworks

Freshworks provides innovative customer and employee engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks has 3,100+ dedicated team members serving our customers throughout the world.  For more information visit

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