PICA Group revamps its SLA adherence to 93.2% with Freshworks’ ITSM suite

About PICA Group

With more than 200,000 lots under management, PICA Group has grown from managing Australia’s first strata-titled property to becoming leaders in community living.

As a market leader, PICA Group offers a comprehensive range of services through a family network of businesses. From strata and facilities management to debt recovery, legal, and developer services, PICA Group continues to enhance Australia’s community living.

Regardless of property type, whether it is residential, commercial, or mixed-use, PICA Group cares for one of life’s most valuable assets: one’s property investment and home. They have been enhancing community living since 1948. More information can be found at picagroup.com.au.

As an employer of choice, PICA Group strives to create an exciting work environment and is committed to nurturing and encouraging people development.

The Challenge

PICA Group, in the past, used BMC Footprints which did not provide a positive experience for end-users. With PICA Group acquiring at least one business every year – integration, migration, and standardisation of IT service and incident management were becoming a bottleneck. Faced with reliability and robustness issues, the IT team at PICA Group began looking out for a solution that would; 

•      Aid in better communication with internal members and cross-functional teams

•      Provide ease-of-use and consequently ensure high user adoption
•     Have self-service and release management capabilities

Solution

After evaluating different ITSM products from the likes of JIRA and Zendesk, the IT team at PICA Group decided to implement Freshservice, Freshworks' ITSM suite. The evaluation took into consideration multiple parameters viz. ITIL compliance, modern user interface, ease of use, scalability, etc. Freshservice was the solution of choice for its ease of implementation, usability, value for money, and support. “The support and response have been great. The product specialists go above and beyond and respond to your tickets or queries within two to three hours,” says Neal Krempin, Head of IT, PICA Group.

Benefits

With Freshservice, PICA Group has been able to fulfill its objective of defining organisation-wide ITSM processes and policies. They now have a dashboard for monitoring metrics on internal SLAs as well as external vendors. They have also configured semantics for ticket inflow, which has made monitoring and tracking of issues easy. With the Workflow Automator capability, agents can curate automated responses according to different stages of the ticket management process, thus reducing the follow-up calls, from 100 calls a day, to just 30. “With Freshservice, we have been able to convert a negative experience to a positive one. From reactive, we’ve now become a proactive team,” says Shahn Hossain, IT Service Desk Manager, PICA Group.

Tracking and solving incidents or service requests from users has become easier, and as a result, the average resolution time has improved by 66.3% and the adherence to SLAs has increased to 93.2%. Everyone today has global visibility to the state of IT service and assets, thus bringing a paradigm change within PICA Group in terms of connecting people and information seamlessly.  “The internal team loves using Freshservice. The gamification and survey capability within Freshservice have spearheaded healthy competition between agents. The mobile app is very user-friendly, and we’ve been efficiently handling a large volume of tickets,” said Krempin.

What’s Next?

With Freshservice, the IT team soon plans to leverage the CMDB, change, asset, release, and contract management modules extensively. With a special focus on problem management, the team is looking forward to categorising tickets into different segments and conducting impact and root cause analysis. PICA Group also plans on implementing the employee onboarding process through Freshservice to ensure it continues to deliver on world-class service across cross-business functions, 24*7.

 

 

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