Industry :

Media

Location :

US

Challenges:
  • Inability to scale legacy platform
  • Ownership of service requests
  • Lack of IT service SLAs
Customer Profile

W2O Group is an analytics-driven, creative marketing and communications firm that empowers brands with the right data and insight-driven actions. The firm employs over 1,600 people in 18 offices across the United States and in Europe.

The support department at W2O Group is tasked with aligning, managing, and improving IT service levels, especially during the COVID-19 outbreak to ultimately serve stakeholders more quickly. As the W2O Group grew rapidly, they understood the need to boost their IT team and processes to meet business demands. With scalability becoming a bottleneck in the incumbent ManageEngine solution, the department needed an IT service management solution to implement processes within the organization and better manage their work.

Solution

After evaluating multiple tools from the likes of JIRA Service Desk, ServiceNow, and Zendesk, the team zeroed in on Freshservice, Freshworks’ ITSM solution as a replacement system. The customizations through the configuration of Freshservice made the implementation process straightforward. Further, Freshservice’ simple and intuitive interface and its ease of use for end-users, added to W2O Group’s experience. 

“As we continue to grow as a company, we are looking to drive efficiencies within the team. Freshservice has been great for our organization and we are trying to take advantage as much as we possibly can,” said Jonathan Whan, Associate IT Director at W2O Group. 

“Freshservice has been a complete game-changer. We now track additional help desk metrics and this insight has helped increase agent productivity.”

Mike Venezia

Mike is the Managing Director of IT Services at W2O Group, with over 17 years of experience working in IT and project management. Mike has a proven track record for achieving success throughout large scale companies and has built this up over the years in the areas of Networking, Business and Systems Analysis, Project Management and IT Leadership. Mike continues to oversee IT services at W2O Group which encompasses the Global Service Desk team and Systems and Network team.

Transforming Service Delivery

With best-practice implementations right out of the box, Freshservice helps the team at W2O Group continually improve efficiency in handling incidents. Freshservice also exceeds the reporting requirements of the team with configurable, live dashboards that give real-time information to monitor help desk performance. Apart from the dashboards, the pre-canned and custom reports in Freshservice and the ability to schedule and share reports periodically helps the team gain valuable insight. “Freshservice has been a complete game-changer. We now track additional help desk metrics and this insight has helped increase agent productivity,” said Mike Venezia, Managing Director of IT Services at W2O Group. 

Additionally, there has been an uptake in the self-service portal powered by robust knowledge management and service catalog capabilities. This, coupled with the ticket deflection and workflow automation functionality, resulted in more time at the hands of the agents to focus on critical tasks. Freshservice implementation and usage have led to improved ticket visibility and agent ratings. As a result, the IT team at W2O has extended it to other departments.

Ensuring Business Continuity

Freshservice is a one-stop-shop for multiple teams at W2O Group. Whilst it is used for IT, other business units in the company are using the system ranging from legal, HR, facilities, and benefits. This has led to increased efficiency across the firm. They also plan to implement a ‘Subscriptions’ facility through the service catalog and give a fillip to their IT services.

The IT team at W2O plans to further leverage the dashboard and analytics within Freshservice to monitor SLAs and the different stages of incident and service requests. Increasing the scope of the knowledge base is also in the pipeline. 

“As we continue to grow as a company, we are looking to drive efficiencies within the team. Freshservice has been great for our organization and we are trying to take advantage as much as we possibly can.”

Jonathan Whan

Jonathan is the Associate Director of Information Technology at W2O group and has over 12 years’ experience working in the IT and agency industry. Jonathan has worked his way up from the support field, to where he is now in management, leading the Global Service Desk Team for W2O Group and heading up the IT for W2O EMEA.