Brooke's Transformation: Achieving High Employee Satisfaction with Enterprise Service Management

Brooke is an international equine welfare organization, headquartered in London, United Kingdom. With more than 900 people working and helping to deliver services, Brooke is the largest equine charity in the world. Brooke works across Africa, Asia, the Middle East, and Central America. They also have fundraising offices in the United States and the Netherlands alongside the charity headquarters in the United Kingdom. Brooke's work focuses on developing the skills and compassion of the people who use horses, donkeys, and mules in their daily lives. Brooke works with owners, communities, and local governments to bring about lasting improvements to the lives of these animals. They train and support local veterinarians, farriers, harness makers, and animal traders to improve standards of care.

Brooke, an international equine welfare organization, was facing challenges with its legacy ITSM tool. The management team wanted to evolve towards a more proactive approach, foreseeing and responding to issues rather than waiting for them to unfold. With significant investments in staff and technology services, it was crucial to improve employee productivity and power the next phase of growth. Brooke needed a mechanism to foster this culture, while being able to measure and evaluate the impact of their investment in technology and employees. The Information Services team, consisting of over 50 service agents, was using JIRA for their internal ticketing requirements. To efficiently manage asset tracking, streamline technology workflows for different service requests, and overhaul the existing functionality, Brooke began evaluating solutions based on UI simplicity, ease-of-use, flexibility in features, ITIL framework compliance, scalability, and cost-effectiveness.

Brooke chose Freshservice as their technology platform, as it was both ITIL and ISO compliant, and offered the flexibility to choose just the technology modules they needed and scale as required. Freshservice's out-of-the-box integration with solutions such as Skype for Business, Basecamp, Docusign, and Freshrelease enabled Brooke to create an integrated IT framework with streamlined workflows across teams and processes. The implementation of Freshservice improved accessibility for Brooke, enabling staff to use the application on-field. Brooke also drove a cultural shift within the organization, making employees adapt to new ways of working. The adoption of service management principles was driven across Brooke, with departments such as HR and Legal benefiting from certainty, predictability, and good working relationships. This led to the entire organization adopting a unified service management platform.

• The adoption of Freshservice resulted in improved accessibility for Brooke, enabling staff to use the application on-field. This was a significant improvement over the previous setup. The transformation also offered a great opportunity for Brooke to drive a cultural shift within the organization, while making employees adapt to new ways of working. The approach to creating tickets for every service request, though met with resistance initially, became a norm over time. The adoption of service management principles across Brooke led to departments such as HR and Legal benefiting from certainty, predictability, and good working relationships. This led to the entire organization adopting a unified service management platform, resulting in a consistent employee satisfaction rating of 98.5%. The workflows were set up so flawlessly that in the 2 years of the pandemic, there wasn’t a single instance where an employee didn’t have what was needed on the first day of employment.

• Achieved a consistent employee satisfaction rating of 98.5%

• Created over 80 workflows across scenarios to streamline service requests

• 60% of the tickets that come in are filtered and handed to individual teams before they ever make it to the service desk