NHS Christie replaces inbox chaos with AI-powered ITSM
At Europe’s largest single-site cancer hospital, Freshservice and Freddy AI Copilot are streamlining IT for 4,000 clinicians and staff
At The Christie NHS Foundation Trust, the legacy ITSM system had become, in the words of digital operations lead Dan Hollands, “an absolute beast.” It was expensive to maintain and delivered poor-quality data. It was completely sidestepped by clinicians who instead filed vague email requests, requiring two full-time staff to triage an overflowing inbox.
With Freshservice and Freddy AI Copilot, NHS Christie has overhauled service delivery for 4,000 staff, embedding AI directly into ticket handling and procurement.
The obstacles they faced:
Legacy ITSM tool was complex, costly, and slow to change
Vague email requests wasted time and reduced data quality
Manual procurement processes delayed critical equipment
How Freshworks turned it around:
Freshservice provided a modern, intuitive ITSM platform that the team could manage themselves
Freddy AI Copilot accelerated service desk work with instant ticket summaries, action suggestions, and AI-generated responses
Automated procurement workflows sped approvals and improved oversight
What success looks like now:
50% of tickets now flow through the self-service portal, up from zero
2 full-time staff redeployed from inbox triage to higher-value work
6,000 monthly tickets resolved faster with AI-powered support
