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Service Requests, Incident Management
Teams working across multiple locations
Stringent SLA compliance requirements
The SingEx Group offers a comprehensive range of integrated solutions for venue management and consultancy, exhibition, and conference organizing services and international exhibition related ventures. Based in Singapore, the SingEx Group has played an integral role in the development of the exhibitions and events industry in Asia for over four decades.
SingEx is transforming its business to create new customer experiences through digital and physical platforms. An important component of this transformation focuses on building scale, improving the employee experience and automating technology operations. A key technology initiative is the deployment of the Freshservice service desk for employees.
With the deployment of Freshservice, SingEx employees are able to log in, create, track and solve end-user and event technology issues through a single platform in self-service mode. SingEx uses Freshservice for service requests and incident management. Its ease of use has streamlined the requesting process and technology operations management.
A key feature that SingEx finds particularly useful is the ability to stay informed on-the-go with the Freshservice mobile application. As a specialist in event management, the technology team was often required to work across multiple locations within the 123,000 square meter Singapore EXPO/MAX Atria facility. With the mobile application, the team’s productivity has increased. It can easily review assigned incidents, address open tasks and generate reports on the go. This easy accessibility ensures prioritization, tracking to closure and SLA compliance.
Singex is exploring advanced business process and analytics features for its next phase of deployment. They are excited to explore how their digital and technology operation teams can improve their workflows and increase the efficiency of the department.
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