IT Support

Favourite Features 
  • Onboarding 

  • CSAT

  • APIs

  • KPIs

  • SLA management

  • Service catalogue

  • Cloud-based software



Level 1 support

15 minutes
About Logisfashion

Logisfashion is a multinational logistics operator specialising in intralogistics for the fashion industry & e-commerce. Founded in 1996, the company currently operates from 22 centres throughout Europe (Spain, Germany, and France), America (USA, Mexico, Panama, Colombia, Chile) and Asia (China, Hong Kong). They serve some of the leading global brands including Tommy Hilfiger, Calvin Klein, Pepe Jeans, Swarovski and many more.

With rapid global expansion, and growing IT maturity, Logisfashion needed a consolidated system that allowed them to capture incidents, identify problems, initiate changes, all from one system - A single platform to streamline IT processes. Key areas of focus included:

Workload planning: With 1200+ employees all over the world, the IT team at Logisfashion received countless IT requests and support queries. Allocating & resolving support tickets on time was one of the key priorities.

Process consistency & adherence: Logisfashion was looking for improved process consistencies and end-to-end visibility to enhance their user experience and customer satisfaction. The idea was to streamline workflows to speed up the resolution time of incidents and have a robust root-cause analysis in place to meet the new business requirements.

Logisfashion was looking for an IT service desk that offers
  •  Ease of deployment
  •  Robust ITSM solution
  •  Better resolution time
  •  Workflow automation
  •  Reports and analytics with real-time insights
  •  A unified IT solution
Freshservice Solution

Logisfashion found the ITIL-aligned solution they were looking for in Freshservice. The IT team was up and running with Freshservice in a few hours, and onboarding was a breeze for their agents. With built-in problem, change, and release management modules, Logisfashion could achieve process consistencies, visibility, and simplified IT processes with the help of Freshservice. For example, agents at Logisfashion could link multiple incidents to a problem and initiate change, without having to leave the system. IT agents could visually track the change through its lifecycle, and Freshservice provided them with governance while implementing the change.

Success with Freshservice

IT agents were empowered to deliver value to the organisation by automating mundane processes. Operational excellence and scalability offered by Freshservice sealed the deal for Logisfashion. Freshservice’s complete portal customizability to match Logisfashion’s branding and its ability to deliver modern e-commerce experience with service catalogue was an added advantage. IT team could take smart IT decisions with the help of KPIs. CSAT metrics encouraged the IT team to improve operational productivity and the team’s efficiency. Logisfashion was impressed with the APIs offered by Freshservice. PowerBI was a critical third-party service that helped Logisfashion with business analytics immensely. Robust integration and migration of data from Freshservice into PowerBI made the reporting experience a seamless one.

“A flexible system to be able to adapt to evolving processes is essential to the success of Logisfashion. Freshservice allows us to do just that. Freshservice empowered Logisfashion to deliver the most efficient, easy-to-use, scalable services internally. We could find immediate process efficiency gains and faster response times after deploying Freshservice.”

Jaume Riera

IT Manager