Inside Elsevier’s Cloud IT Overhaul with Freshservice | 96% User Satisfaction

Website Link Below:
https://affiliatepartner-freshservice.freshworks.com/zi3g7hlddinc

🚀 Discover how Elsevier, a global leader in scientific and medical publishing, transformed its IT operations using Freshservice — achieving 96% user satisfaction, 93% first contact resolution, and empowering employees with a proactive, cloud-based support model.

In this powerful case study, Matthew Higgins, VP of Technology, Infrastructure & Operations at Elsevier, shares how the organization:

Brought ITSM in-house

Migrated to AWS as part of a digital-first strategy

Rolled out Freshservice across 65 global offices in just 8 weeks

Increased self-service adoption from 38% to 45%

Now closes 15,000+ tickets per month and manages 30,000 assets

With an intuitive knowledge base, self-service portal, service catalog, and AI/ML capabilities, Elsevier’s IT support shifted from reactive to proactive—delivering a modern experience to 9,500 employees with only 700 IT agents.

🎯 “The promise of AI/ML capabilities and advanced analytics is an exciting future to be a part of.” — Matthew Higgins

This is a must-watch for IT leaders, digital transformation strategists, and anyone in higher education, healthcare, or publishing tech looking to scale smart with modern ITSM.

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