Freshworks delivers an ITSM hit for Australia’s top entertainment brand
With Freshservice, Village Roadshow achieves 60% cost savings and boosts satisfaction for 22 million customers
Village Roadshow opened for business 70 years ago as a drive-in movie theater in Melbourne, Australia. Today, it’s a global entertainment powerhouse of 37 businesses serving 22 million customers, with theme parks like Warner Bros. Movie World, SeaWorld, Topgolf, and a nationwide network of movie theaters.
To digitally support all those businesses—and the needs of 5,500 employees—the company requires state-of-the art IT operations software and workflows. But in recent years, the IT team struggled to keep pace with the rising volume of service tickets, managed through ServiceNow’s IT service management (ITSM) solution. And other problems began to emerge.
“Bloated IT costs strained our resources, and handling a large volume of IT support requests overwhelmed us,” says Village Roadshow CIO Arul Arogyanathan, in a just-published Freshworks case study. “Managing contracts was a nightmare, involving multiple departments and manual processes, and onboarding new employees was a slow, two-week ordeal. We needed a change.”
Enter Freshworks.
Following a Freshservice implementation that took just a few weeks, the company quickly saw significant payoffs:
25% improvement in customer satisfaction
25% reduction in ticket resolution time
60% cost savings
In addition, new automation rules, a knowledge base, and a self-service portal eliminated the need for involving IT specialists in simple requests.
Arogyanathan adds: “In the cinema of business efficiency, Freshworks is the special effect that makes Village Roadshow's operations a hit.”
To learn more about how Freshworks helped Village Roadshow Limited scale its IT infrastructure and better deliver quality entertainment, read the full customer story.