SDI Best Implementation Award 2017

Freshservice Wins the Best Implementation Award at SDI17 With Western Sussex Hospitals NHS Foundation Trust

Written by on April 4, 2017

In partnership with our customer, Western Sussex Hospitals NHS Foundation Trust, Freshservice is delighted to share that we’ve been honored with the coveted Best Implementation of an ITSM Solution Award in the SDI IT Service & Support Awards 2017.

Freshservice was chosen as the winner over other ITSM solution finalists TopDesk, Ivanti, and Sollertis, recognizing us for having the most positive impact on a client’s service desk operations – in this case, on Western Sussex Hospitals.

Catering to the use of over 6,500 users in an acute hospital environment, Western Sussex had to replace their service desk tool at a deadline that couldn’t be extended at any cost. According to Grant Harris, the head of IT operations at Western Sussex, Freshservice came through with the rapid implementation and enabled outstanding IT services that matched the clinical services delivered by the trust. This, in turn, significantly contributed to the NHS trust gaining a rating of “Outstanding” by the Care Quality Commission (CQC), and ultimately, the win of the best implementation award.

“Freshservice was willing to go the extra mile to make sure the system met our needs. Overall, Freshservice has been one of the best tools we have worked with – no matter what time of day it is, they always get back to us within a few hours of getting in touch.”

Since the use of Freshservice, Western Sussex has seen an organization-wide improvement in productivity through increased self-service and automation use, better IT service delivery and support processes, greater customer satisfaction, and significant cost savings.

“Our core focus is to improve the user experience of anyone engaging with our IT service management tool – end users, agents, as well as admins, and we’re proud that SDI has recognized our dedication to user experience,” stated Simon Johnson, General Manager – UK, Freshdesk. “While others focus on functionality, we put our focus on the actual people and aim to make their unique experiences better for them.”

The award adds to the celebration of our recent streak of accolades, including the G2 Crowd ranking for being the best software for mid-market IT teams, and we believe it’s only the beginning for what’s about to come. Freshservice is currently serving over 12,000 customers of all sizes and industries across 65+ countries, making it the people’s favorite ITSM solution to simplify IT services and support processes.

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