Banking & Financial Services
IT & Facility Management
Synpulse, a 21 year old globally established management consulting company, offers strategic consulting to financial services companies and other organizations enabling them to generate higher business value. Freshservice, a cloud based ITSM solution, proved right fit for Synpulse by helping them define a stable IT support structure in the company which helped them achieve 75% customer satisfaction.
Prior to Freshservice, IT support specialists resolved customer requests manually. The complete process right from the raising of an issue to the resolution was manual with repeated instances of no records of the resolved issues. In order to stabilize the IT infrastructure, manage support ticketing processes, troubleshoot any desktop issues, and account issues etc., the Synpulse team decided to identify a customer service solution which streamlines organization’s support workflows.
Synpulse IT Support team faced following challenges in absence of a structured support system in the company:
Need for a structured IT support system led to evaluation of suitable ITSM tools available in the market.
Synpulse IT team evaluated ServiceNow, Jira and Zendesk amongst other tools while selecting an ITSM tool for service & support.
Following were the key requirements:
Overall, Freshservice has proven to be a reliable tool which has created positive vibes for the IT Support team as well as delivered high customer satisfaction for the end-users.
IT Support Specialist at Synpulse, recommends Freshservice as an affordable and reasonably priced end-to-end ITSM solution offering an intuitive Service Catalog to enable in-house knowledge management
Synpulse IT Support team has observed tremendous success with improved customer satisfaction after implementation of Freshservice.
Freshservice offers a huge value add in numerous ways such as:
Synpulse IT Support Specialist appreciates the Freshservice team for:
|Performance improvement||Before Freshservice||After Freshservice|
|First Call Resolution||2-3 Days||24 Hours|
|Overall Customer Satisfaction||40%||75%|