Tsuutina Nation Police Services

How TTNPS Cut Incident Resolution Times by 90% with saasgenie's Help?

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90%

Reduction in Resolution Times (From 3 Months to 10 Days)

25%

Reduction in Onboarding Time

30%

Increase in Automated Workflows

Enhanced Asset Tracking and Improved Overall Efficiency

At a Glance

Industry

Government / Public Safety

Challenges

Inefficient ticket tracking, no defined IT processes & poor asset management.

Solution

Freshservice implementation with saasgenie’s ITIL-aligned best practices

“The implementation was fast, especially given that we had to adjust frequently due to the lack of defined processes. I’m impressed with how quickly everything came together.”

— Aliza Jetha, TTNPS

Key Challenges:

No defined IT processes, making incident tracking and resolution cumbersome.
Inefficient onboarding and offboarding processes without clear workflows.
Ineffective asset management due to decentralized data and tools.
Lengthy ticket resolution times, leading to poor employee experiences and mounting
backlogs.

The Starting Point

Before partnering with saasgenie, TTNPS relied on multiple systems—such as Spiceworks and email
—for IT support. This created:
Fragmented Communication: Difficult to track incidents or 
secure timely
approvals.
Inefficient Operations: Redundant tasks and no automated 
workflows.
Lack of Visibility & Accountability: Extended wait times and 
poor service
quality.
The result was an average ticket resolution time of a staggering three months.

Why TTNPS Chose Freshservice and
saasgenie

TTNPS selected Freshservice as an intuitive, user-friendly ITSM platform capable of
delivering:
Improved Asset Tracking
Enhanced Resolution Times
A Seamless User Experience
They turned to saasgenie—Freshworks’ preferred implementation partner—to tailor the solution, align it with ITIL best practices, and bring about rapid, tangible improvements.

Our Approach:

From Chaos to Clarity

As-Is Analysis

Documented current processes.


‍

Process Redesign

Aligned with ITIL standards

‍

Module-wise Demos

Engaged the team with hands-on training
‍

Solution Design 
& Config:

Tailored Freshservice to TTNPS objectives.

‍

Go-Live 
& Optimization

Rolled out on time & monitored improvements.
‍

Before vs. After saasgenie

Before saasgenie:

3-Month Resolution Times.
No Automated Workflows.
Fragmented Tools & Communication.
Lack of Real-Time Reporting for Decision-Making.

After saasgenie:

10-Day Resolution Times (90% Faster).
Centralized Communication & Seamless Collaboration.
Improved Asset Tracking & Operational Efficiency.
Real-Time Insights for Smarter Decisions.

The Transformation

Post-Implementation Wins:

Structured Workspaces: Segregated departments and clearer process ownership
Streamlined Onboarding/Offboarding: Reduced onboarding time by 25% through automated 
workflows and defined approvals
Asset Management Made Easy: A robust, centralized system to track assets and data
Employee Self-Service: A branded, knowledge-based portal that deflects tickets and reduces 
workload

Post-Implementation Wins:

Resolution times dropped from 3 months to just 10 days—a 90% reduction.

How We Achieved It

Through targeted automation and accountability measures, saasgenie helped TTNPS gain control over their IT environment. 
Key interventions included:
Automated Approvals: Eliminating bottlenecks and manual follow-ups
Timed Reminders: Keeping tickets on track and preventing backlog build-ups
Auto-Closure of Stale Tickets: Maintaining a clean, efficient 
ticket queue
This empowered TTNPS to deliver better user experiences, respond quickly to requests, and make data-driven decisions thanks to 
real-time reporting.
“Special thanks to saasgenie for your hard work and dedication. Your late hours and commitment truly made a difference.”

— Aliza Jetha, TTNPS

Ready to Achieve Similar Results?

Join hundreds of organizations like TTNPS for faster resolutions, better asset management, and an IT environment with saasgenie’s expert guidance and the power of Freshservice.


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