Uninterrupted and unstoppable: 5 IT transformation success stories
Of the many challenges IT leaders grabble with in 2022, it’s the challenge of keeping systems up and running and employees delighted that keeps most IT leaders up at night.
And at the same time, IT service desks are inundated with service requests while IT operations face disruption after disruption, further reiterating that uninterrupted IT services and operations are vital for today’s businesses to thrive and grow in hyper-scale environments.
The Solution
Not all businesses have it easy to strike a balance between keeping the lights on and delivering delightful employee experiences. But the businesses that do have one thing in common, and that’s Freshervice.
Below are five organizations that found value in implementing Freshservice to shape IT into an unstoppable force and power their businesses to drive value and accelerate digital transformation.
Continue reading to find out more.
(Additional resource: Four ways to deliver uninterrupted IT for unstoppable business. )
1. PowerSchool’s journey from traditional IT to DevOps
PowerSchool, a leading provider of cloud-based software for K-12 education in North America, deployed Freshservice across 43 PowerSchool SaaS offerings to support 200 agents across 90 countries and territories.
The company had its goal set to enable the development team to release changes quickly and frequently and build a successful maturity model for its DevOps team to add value to their customers. Here’s how Freshservice helped them do just that and more:
- Freshervice provided a single view of production activities via aggregated change calendar
- Lead time for changes: 80% of changes rolled out in less than 72 hours vs. seven days.
- Change failure rate reduced from 10% to 2% with the help of automated response actions and change lifecycle in Freshservice.
Learn more about PowerSchool’s journey from traditional IT to DevOps at Be Unstoppable, where Josh Aldridge, Program Manager – Cloud Commander at PowerSchool, talks about building maturity models and bringing shadow IT into the fold.
2. How BRZ Optimized Service Delivery and Improved Customer Satisfaction
At BRZ, delivering delightful employee experiences means simplifying all service requests and streamlining service delivery to reduce the strain on employees. Using Freshervice’s service catalog and workflow automation functionalities, BRZ maintained a structured list of services and requests to make it easier for employees to request services for all internal processes.
And on the customers front, the workflow automation capabilities enabled BRZ to speed up service request fulfillment and achieve a 10% increase in NPS rating.
But the story doesn’t end here! To pick up strategies on how to reinvent IT and enhance customer experience, catch Andreas Schiffler, Head of Datacenter at BRZ, share insights on optimizing service delivery for improved customer satisfaction.
3. Bensons for Beds centralizes service management with Freshworks ITSM suite
The existing solution at Bensons for Beds, UK’s leading bed specialist, to manage service requests, could not scale with the growing demand and needs within the organization. The IT team struggled with visibility on incoming issues, while the end-users were frustrated with the lack of status updates on their requests. Here’s how Bensons for Beds found success with Freshservice:
- The IT team transitioned from emails and shared inboxes to a complete ticketing system within Freshservice, improving overall IT processes and end-user experiences.
- After seeing success with the IT team, Bensons for Beds decided to expand the solution to other departments, including; HR & Payroll, Finance, Marketing, Customer Service, Commercial Department, and Process Support.
- The average ticket resolution time has been enhanced by 54%, and FCR increased from 86% to 95%.
Freshservice has allowed us to improve our service management across the organization. It has made interacting with end-users easy and allowed us to improve resolution times.
The transformation story of Bensons for Beds is a classic example of how a business can leverage a right-sized service management solution to transition from supporting the business to growing the business.
To learn how IT leaders can make this transition happen, catch Jeffrey Wood, Deputy Director of ICT, The Princess Alexandra Hospital (NHS), Paul Wood, Infrastructure and Operations Manager, CIPD, and Laurence Hendy, Head of Applications and Service Delivery, Bensons for Beds (EU) share insights into driving this new IT mandate.
4. African Bank: A Service Management Journey
African Bank Limited, a retail bank in South Africa, wanted to get to the next wave of service innovation without being left behind. But a deeply rooted legacy ITSM, mounting cost of ownership, and limited ITIL service management capabilities left them making little to no progress in attaining their goals. At least, that was the case until Freshervice came into the picture.
Before Freshworks
- Only web channel
- Service takes a day to go live
- Very limited business involvement
After Freshworks
- Channel usage is now split between mobile and web
- Takes only minutes to implement changes
- Eager business involvement in services
The before vs. after scenario of African Bank is sure to leave you wanting to know more about their service management journey. And who better than Frans Germishuizen, the Service Transition Manager at African Bank, to narrate this transformation story? Catch the story live at Be Unstoppable on March 16.
5. How Probe Group Delivers a Delightful Employee Experience
One team, one dream. That’s the IT mandate for the folks at Probe Group.
To deliver best-in-class IT support, Probe Group leveraged Freshervice’s self-service and knowledge base features to ensure their employees could get all the help they needed to do their jobs and support business functions. What’s more, the Freshservice service catalog feature enabled Probe Group to provide a customer-centric approach to delivering service requests and achieve reduced downtime and wait time.
To know more about how Probe Group delivers a delightful technology experience for agents and employees, tune in and listen to Lyle Smith, Manager- IT Delivery & Support at Probe Group, share his insights at the Be Unstoppable Virtual Summit.
Also on the agenda
Join us for not one but two high-level masterclass sessions where Freshworks’ product experts take you through the guiding principles of deploying Freshservice beyond IT and improving your MTTR by managing major incident workflows.
