Industry :

Media

Location :

Israel(UAE)

Challenges:
  • Legacy system

  • Lack of workflow automation

  • Inability to maintain an audit trail and IT service SLAs

About Fiverr

Fiverr is an online marketplace that is changing how the world works together. Fiverr’s platform connects businesses with on-demand freelance talent offering digital services in more than 400 categories, across 8 verticals including graphic design, digital marketing, programming, video, and animation.

Fiverr's mission is to change how the world works together. Fiverr’s global footprint includes offices in Tel Aviv, New York City, San Francisco, Orlando, Phoenix, London, Berlin, and Kyiv.

Background   

The Fiverr IT team consisting of 12+ service agents used ad-hoc email communication and a workplace communication tool, Slack, for incident and service management. With the incumbent solution, the service request assignment was random and consequently, the resolution had a higher turnaround time. To efficiently manage ticket tracking, streamline technology workflows for different service requests, and overhaul the existing functionality and scalability, Fiverr began evaluating solutions based on the following criteria:

  • UI simplicity and ease-of-use

  • Flexibility in the breadth and depth of features

  • ITIL framework compliance

  • Scalability

  • Ease of implementation and support

The move to Freshservice

After thorough product demonstrations, testing, and due diligence, Fiverr decided to onboard Freshservice, Freshworks' ITSM suite, to modernize their IT services. Freshservice implementation and usage have resulted in improved accessibility with its cloud-first and mobile-friendly application, which was not possible with the earlier set-up. With remote working becoming a new normal, Fiverr has been able to collaborate easily and set up well-defined processes/SLAs. The Workflow Automator functionality within Freshservice has helped streamline both the IT and non-IT service requests. No coding and ease-of-use have resulted in significant improvement in adoption by end-users across the organization. 

Additionally, the IT team at Fiverr have created dashboards to monitor SLAs and the different stages of incident and service requests. They can now focus on streamlining processes, increasing accountability, and optimizing the number of FTE. “Freshservice’s analytics and automation capabilities have increased efficiency of the service desk and helped direct our efforts in the right direction,” says Gai Hanochi, Head of IT and Security at Fiverr.

What’s Next?

To improve collaboration between teams, enhance asset visibility, and streamline the processes, Fiverr plans to leverage the Asset Management and Change Management modules within Freshservice more extensively. With out-of-the-box integration capabilities with third-party solutions, Fiverr aims to increase automation and further the productivity of the business and operations. 

“Freshservice’s analytics and automation capabilities have increased the efficiency of the service desk and helped direct our efforts in the right direction.”

Gai Hanochi

Head of IT and Security

Fiverr