Aramex improves agent productivity by 50% with Freshservice

About Aramex

Aramex is an international express, mail delivery and logistics services company based in Dubai, United Arab Emirates. Their services include express courier delivery, freight forwarding, logistics, supply chain management, e-commerce and record management services.

Aramex uses many business applications and tools to fulfil orders and manage work. Delivering consistent, quality IT services and support to employees is critical to their success. As the organization grew, responding to service requests in a timely manner became a challenge for IT.  IT staff struggled with outdated processes and communication silos. Responding to service requests became increasingly difficult.

Aramex IT team & operations

Aramex has one global IT team and many local IT teams with more than 200 IT agents working across the globe. The global IT team has 3 sub-teams - IT Support & operations, IT Infrastructure Team and the Digital Transformation Team. The local IT team offers level-1 IT support to remote agents based out of the freight stations.  

Users raise tickets through multiple channels that get created and recorded on the IT service desk. The ticket is first routed to the local team based on location, then escalated to one of the global teams based on the query for Level -2 or Level-3 support. All 3 teams work on the service desk to move tickets between teams and collaborate to solve tickets.

Modernise and simplify IT with the cloud

Aramex was using an in-house legacy IT service desk that was rigid, ill-defined and required constant resources to maintain and upgrade. The on-premise system was not easy to scale and could not keep up with the growing needs of Aramex. Romel Dababneh, IT Manager said, “We wanted to get rid of the elephant in the room and move to the cloud.”

Aramex was on the lookout for a flexible, agile IT service desk and evaluated Service now, Manage Engine, Zendesk and Freshservice. Romel mentioned, “Freshservice was a robust IT service desk that didn’t add any complexity to the IT operations, unlike the other service desks we considered. The simplicity and obviousness of the interface made it the preferred choice for the agent and the user.”

After closely working together with the Freshservice team to understand internal processes, Freshservice was implemented in a big bang global roll out. Romel mentioned, “ Globally launching Freshservice for all remote teams was critical to a successful implementation and ensuring continuous service delivery.”

 

The Freshservice impact

Streamlining IT support & operations

The Aramex IT team partnered with Freshservice to empower its employees with a multi-channel service delivery system including self-service, mobile etc. Freshservice made the IT team accessible to the employees from anywhere and on any device. The agent workload was reduced by enabling employees to lookup solutions from K-base articles before raising a ticket. This standardized back-end service fulfilment processes and improved continuous service delivery. Many of Aramex’s repetitive tasks are now automated and streamlined, allowing the agents to deliver more strategic value.

• The average time taken to resolve a ticket fell by 35%.

• Aramex noticed that one-third of their escalated cases related to the same topic and created relevant Kbase articles resulting in a decline of the related queries by 50%.

• Aramex achieved a total savings of $56000 after switching to Freshservice.

End-to-end visibility for the IT infrastructure team

Freshservice helped the IT team create a single repository to track all assets. With an extensive record of information on the assets in use, data-driven decision making became easier. Important decisions around the IT budget for multiple teams was made easier by evaluating the spends on IT and non-IT assets.

Powering the Digital Transformation team

In Aramex, the digital transformation team leverages technology to improve business efficiencies and create seamless customer experiences. Freshservice being a cloud-based and mobile-enabled IT service desk perfectly aligned with their digital transformation objectives of scale at speed.

Next Steps: Scale and transform with Freshservice

Aramex plans to implement the change management module. Romel added, “ The digital transformation team will communicate change requests and initiatives, make announcements on Freshservice. This forms a big part of the digital transformation initiatives at Aramex.”

Scaling Freshservice to all teams is the next priority. With Freshservice, Aramex plans to have one service desk to serve all business functions across IT, HR, customer service etc. Romel said, “ Many teams were attracted to using Freshservice, on seeing results with the IT team. Scaling Freshservice to other teams and making it the single source of truth is part of the future plan.”

 

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