Upgrading your IT Service Management (ITSM) platform to meet the demands of today’s workplace and changing macroeconomic conditions can be overwhelming. However, once you make the switch, you’ll be proud of freeing your business from the grip of legacy systems that have hindered productivity and drained resources.

In this article, you’ll discover the success stories of five enterprises that transformed their ITSM strategy by choosing Freshservice—Freshworks’s IT Service Management Software.

Transforming IT support with AI and automation

Today’s technology enables AI to power virtual agents and also turn all your human agents into support superheroes.

Take the case of Aramex. After partnering up with Freshservice, many of Aramex’s repetitive tasks are now automated and streamlined, allowing the agents to deliver more strategic value. All related/similar queries declined by 50%, with users heading to knowledge base articles rather than the IT team.

Similarly, once Moneycorp switched to Freshservice, their self-service portal usage increased by 33%, and the incident management module helped resolve over 4,000 tickets. Freshservice’s support portal and enhanced automation have also boosted Katz Media’s efficiency and productivity, dropping phone call volume to just 20% of incoming requests.

Enhancing service desk efficiency and saving costs

The IT service desk is the frontline for engaging with end-users, the face of an IT organization, and a critical service to keep users and business processes running smoothly.

Within the first few months of using Freshservice, the biggest change the IT team at Nation Rugby League noticed was the huge amount of flexibility they now had compared to what they had in the past. At a glance, agents can view a customer’s entire history or ticket history.

And as for Trax Retail, automated workflows reduced manual intervention and freed agents to focus on complex problems, boosting their productivity and satisfaction. Freshservice enabled Trax to establish SLA rules for different incident categories and prioritize critical tickets. A single unified dashboard provided better visibility and control over SLA management.

These five stories indicate Freshservice’s ability to deliver a modern, delightful employee experience and meet the needs of organizations without incurring exorbitant costs. Want to join the league of companies that are transforming their ITSM journey?

Click here to get a demo of Freshservice.

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