INDUSTRY

E-commerce

LOCATION

Netherlands

USAGE

IT & Facility Management

CHALLENGES
  • All-time high response time
  • Huge ticket backlogs
  • Laborious ticket creation
  • Inability to track tickets
  • Ineffective support channel
FAVORITE FEATURES
  • Incident management
  • Email ticket creation
  • Advanced Reporting
  • Customizable SLA
  • Gamification

Reduction in response time

50%

Increase in ticket volume

2X

Customer satisfaction

80%

About ISM e-Company

ISM e-Company delivers an end-to-end E-commerce solutions for enterprise retailers, brands, departmental stores, and wholesale businesses for over 25 years. These services include online strategy, web-shop development/design, and online marketing. 
The company selected Freshservice after assessing a dozen of other solutions in the market, and the main few reasons to select Freshservice was, its cloud-based, highly customizable and scalable, and easy to onboard and use.

Goal

Uditha Wijesundara, was assigned to bring guidelines into the companies’ IT service by putting sustainable processes in place, importantly to bring the trust of ISM employees who found their outdated IT tool a hassle to use.

Solution we provided

Over the first six months’ Freshservice was used among 20 agents and 500 employees between ISM’s IT Service and Facility Management team across the world. The key focused areas were incident management was used to set proper SLAs, manage ticket distribution and monitor workload.
Once the team was satisfied by the incident management feature, the next module to be in place was the launch of Service Catalog. Thus, Uditha methodically and seamlessly moved ISM to Freshservice, and with 70% adoption the company achieved 80% customer satisfaction. The IT team loved the arcade feature, which presented healthy competition through gamification.

“As a customer, I am extremely happy with how Freshservice is listening to all our requirements and are proactively pushing us to derive the most value from this tool”

Uditha Wijesundara

IT Director

ISM e-Company

Successes

Freshservice has generated numerous positive feedback which has resulted in achieving 80% employee satisfaction in terms of quality and speed of response.

With close to 70% adoption ISM has seen:

Reduced ticket backlogs
93%
Increase in ticket volume
2X
Customer satisfaction
80%