Industry :

Retail and e-Commerce

Location :

Norway

Usage :

IT Support, HR

Challenges:
  • Non-user-friendly legacy platform

  • Knowledge silos

  • Visibility & Ownership of service requests

  • Lack of uniform ITSM processes

About Plantagen

Founded in 1986, Plantagen is the leading brand for plants in the Nordics. Plantagen offers a unique range of plants and solutions for plants, an offering that generated over 12 million customer transactions over the last year. With over 1300 staff and 145 stores across Norway, Sweden, and Finland - Plantagen plays a significant role in improving life with plants for the many.

As a transparent and positive contributor to society, sustainability is an integral part of Plantagens’ business strategy that will increasingly impact their product offering, operations, and partner ecosystem. To reach this goal, Plantagen is working continuously to make sure that environmental requirements are incorporated all the way, from the seed to the plant.

The Challenge

Plantagen, in the past, used a free online ticketing system, which did not provide a positive experience for end-users. With integration, migration, and standardization of IT service and incident management becoming a bottleneck coupled with reliability and robustness issues, the IT team at Plantagen began looking out for an ITIL compliant solution that would; 

  •  Aid in better communication with internal members and cross-functional teams
  • Have Self-Service and superior search capabilities
  • Provide ease-of-use and consequently ensure high user adoption
Solution

After evaluating different ITSM products from the likes of JIRA and ServiceNow, the IT team at Plantagen 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 and implementation partners respond to our tickets or queries within a short duration,” says Morten Nyland, IT Consultant, Plantagen.

Benefits

With Freshservice, the IT Service team at Plantagen has become effective in responding to tickets and streamlining their IT Service Desk. A quicker response time across different cross-functional teams involving logistics, shipping labels, category divisions, product, and others, has become possible. 

In a growing organization like Plantagen, managing tickets through email sharing was increasing the turnaround time. With FreshService, the IT Service Desk team has been able to manage ticket resolution seamlessly and on-time, despite the increase in the overall FTE and surges in seasonal demand. Plantagen also benefited from Freshservice’s Self-Service portal since it frees up the agent’s time and allows them to invest time in other important activities. With Freshservice’s Knowledge Management capabilities, users can now find a solution to a problem that has been previously encountered.

Plantagen has been able to fulfill its objective of defining organization-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.

Making Bigger Strides

With seamless integration between other Freshworks products, Plantagen has integrated Freshcaller and Freshservice. This has allowed Plantagen to automate ticket management based on phone calls. 

Apart from leveraging the Change Management capabilities within Freshservice, Plantagen has also rolled out the Freshworks Discovery Probe on all their systems. This has led to adding all phones and tablets for complete visibility into organization-wide IT assets. This will ensure Plantagen continues to deliver world-class service across cross-business functions, 24*7. 

“The support and response have been great. The product specialists and implementation partners respond to our tickets or queries within a short duration.”

Morten Nyland

IT Consultant

Plantagen