NRL streamlines IT operations

Australia’s National Rugby League (NRL) has selected Freshworks’ cloud-based IT service management software Freshservice to support its internal team across all 16 clubs.

NRL provides swift IT support to its 1200 NRL and Rugby League Administration members across Australia and Asia Pacific, making use of Freshworks’ technology. Given the small team, selecting a user-friendly solution that was easy to implement and manage was crucial.

NRL previously faced expensive annual fees for similar software. It also required a dedicated staff member to manage the platform and work with third parties to develop applications and workflows or to administer upgrades, making the process slow and inefficient.

Since implementation in August this year, the NRL has developed workflows in-house, which has allowed the IT department to access all relevant ticket information in one single view and improve their asset management capabilities across all locations with the use of automation and a seamless mobile experience.

Going forward, NRL expects to utilise apps from the Freshservice marketplace including Microsoft Active Directory, which will enable the business to perform operations on users, groups and computers in the Active Directory environment — as well as features like the Service Catalog and the Freshservice orchestrator to automate a number of common requests.

Maurice Veliz, IT Manager at National Rugby League said, “We were looking for a provider that was cost-efficient and could be managed in-house without relying on external parties. We also needed something that was simple to use and easy to implement. Luckily, after a trial, we realised that Freshworks ticked all the boxes and more.

“One of our key challenges was that we previously had a dedicated staff member managing our ITSM platform which slowed the entire process down and meant we were reliant on third parties for development work and major release upgrades. Freshworks helps remove this pain point for us by being easy to use and intuitive — our entire team has picked up the technology quickly, even while working remotely, and we haven’t looked back since.”

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