INDUSTRY

Automotive

LOCATION

Australia

USAGE

IT Support

CHALLENGES
  • Cumbersome software
  • Use of emails for support
  • Couldn’t track status
  • Difficulty collaborating
FAVORITE FEATURES
  • CMDB
  • Asset Management
  • Incident Management
  • Mobile App

About Motorama

Motorama, Queensland’s largest automotive retailer, needed to scale their internal support processes to take care of their 512 employees. Spread across 18 different dealerships in Queensland, Motorama represents six of the world’s largest car manufacturers including Holden, Toyota, Mitsubishi, Kia, Nissan and Ford.

Goal

Prior to Freshservice, Motorama was using BMC Track-It!, which they found clunky and too slow to keep up with their growing needs. Motorama decided to look for an alternative to BMC with full ITSM capabilities. Upon considering Zendesk, they realized that it was too complex for their internal support needs. To complement their shift to a cloud-based infrastructure, and transformation to a platform-as-a-service model, Motorama decided to look for an easy-to-use, cloud-based and ITIL-aligned tool.

Solution we provided

It took Motorama less than a week to completely transition to Freshservice. Once the implementation was complete, they immediately implemented asset, problem and change management. Motorama’s IT team’s work predominantly involves the CMDB on account of them being responsible for the IT infrastructure of the organization. Prior to Freshservice, they were able to bill assets only annually, which led to inaccuracy. With more processes in place since Freshservice, Motorama is now able to do it on a monthly basis which allows the users to know if an asset is available for purchase.

“The Freshservice mobile app has cut down a lot of time for us and we like to be mobile when we’re away from the desk. Freshservice is a fantastic product that we’re happy to have chosen as our ITSM solution.”

Tony Casey

Manager of Information Technology

Motorama

Successes

According to Motorama, with Freshservice in place, the biggest benefit realized by the IT team as well as the employees is visibility into everyone’s IT needs. The team is able to encourage their users into raising tickets for their issues, which lets the agents get it to immediately and stay on top of them throughout its lifecycle. They’re now able to see who is working on what and prioritize issues accordingly.