How Bensons for Beds scaled IT across the entire business with Freshservice
What started as basic ticketing for one U.K. retailer became the operational backbone for HR, finance, and distribution
When Laurence Hendy joined Bensons for Beds over a decade ago, the U.K. retailer had a five-person IT team managing basic ticketing for more than 160 stores nationwide. Fast-forward to today, and thanks to Freshservice, that same platform now powers operations across HR, finance, distribution, and warehouses—with a 30-person IT team supporting the company's expansion to more than 180 locations. Sometimes the best IT investments are the ones that grow far beyond their original scope.
First, they identified the problems:
Small IT team needed an efficient, affordable ITSM solution to implement ITIL practices without expensive consultants
Legacy systems created operational silos with no unified approach to service management
Growing retail business required a scalable solution to maintain service quality during expansion to 180+ stores
Freshworks brought a solution:
Intuitive, cost-effective platform that the team could implement and manage themselves
Workspaces functionality allowing different departments to customize their service experience
Company-wide adoption across HR, finance, distribution, and warehouses—everyone uses Freshservice
Outcomes:
94% resolution SLA and 92% first response SLA through streamlined ITIL practices
Self-service approach eliminated costly external consultants and empowered internal innovation
Successful expansion from a five-person IT team to 30 today, supporting business growth to 180+ stores
Read the full story here.
