Village Roadshow sees blockbuster savings with Freshworks

Industry: Media & Entertainment

Village Roadshow by the numbers:

+60%

Annual IT cost savings

+25%

Improvement in ticket resolution time

+25%

Improvement in employee satisfaction

The company

Australia's Village Roadshow Limited (VRL) is a powerhouse in the global entertainment industry. With business units spanning film distribution and production, movie theaters, and theme park operations, VRL is dedicated to crafting unforgettable experiences. But it's not just about the guests: VRL holds itself to the same high standards when it comes to employee experience, too.

The goal

Village Roadshow (VRL) required an ITSM solution

That aligned with its IT architecture principles, including a cloud-first strategy and security-first approach
That’s affordable and easy to maintain
With an ability to set up new automation rules to handle incoming workflows and IT-related tasks more efficiently

The challenge

With a small team responsible for supporting the IT needs of thousands of employees in 37 locations, Village Roadshow faced several obstacles.

VRL’s existing ITSM solution, ServiceNow was overly complex and prone to frequent breakdowns
The IT team struggled to efficiently monitor and resolve over 2,000 employee IT tickets per month
High operating costs and overreliance on manual processes

The solution

VRL replaced its legacy ITSM solution in just weeks, a feat attributed to Freshworks’ simplicity and low-code framework. Three main benefits prompted Village Roadshow to replace ServiceNow with Freshservice:

Lower maintenance costs: VRL wanted to right-size its ITSM, finding an affordable solution to deliver a best-in-class IT service experience
Reduced overhead and hands-on administration: Busy team leaders craved an ITSM fix that required less time and resources to maintain
Improved ease of use: IT team members and employees needed a tool that was intuitive and easy to use, right out of the box

The impact

By optimizing its ITSM with Freshservice, VRL:

Reduced its IT costs by 60%, or about $500,000 per year
Saw a 25% improvement in average ticket resolution time and 25% higher employee satisfaction scores
Reduced new employee onboarding tasks from two weeks to just five minutes
Improved IT productivity, reducing the volume of phone calls to the IT helpdesk

Freshservice has helped us cut IT costs by 60% annually while improving service quality and speed.

Arul Arogyanathan
CIO, Village Roadshow