Asian Paints transforms ITSM with AI-powered automation

In 1970, Asian Paints became the first Indian company to invest in a supercomputer, 10 years before its direct competitor acquired similar technology. It was used to analyze sales data and optimize operations, establishing a decades-long tradition of leveraging cutting-edge technology for competitive advantage.

Today, that innovation spirit continues with Freshservice. Asian Paints replaced its outdated Matrix42 system with enterprise-grade service software without the complexity, modernizing IT service management across the 12,000+ employee organization. The transformation delivered rapid impact: implementation completed in just eight weeks (a 300-400% improvement over previous systems), service ticket registrations increased 33%, and 80% of tickets now flow through digital channels. The company gained unprecedented visibility into IT assets and operations through automated reporting and analytics that were impossible with their legacy system.

The company

Asian Paints is India's leading paint and home décor company, serving customers across multiple markets with over 12,000 employees and a legacy of technological innovation spanning five decades.

The challenge 

Asian Paints' existing Matrix42 system had become a significant operational burden. The outdated platform lacked essential capabilities for modern IT service management, forcing teams to work without proper reporting, analytics, or automation. This created multiple pain points across the organization.

"The existing systems fell short when it came to user experience or in terms of generating insights for improving processes," says Deepak Bhosale, Associate Vice President of IT at Asian Paints.

The legacy system's limitations extended beyond basic functionality. Teams couldn't track performance metrics, generate meaningful reports, or automate routine processes. This lack of visibility made it impossible to optimize IT operations or demonstrate value to business stakeholders. As Asian Paints continued expanding their digital transformation initiatives, the outdated service management platform became an increasingly critical constraint.

The company needed a modern solution that could support their innovation-driven culture while providing the enterprise capability without enterprise complexity required for a growing organization with complex IT needs.

The solution

Asian Paints selected Freshservice over ServiceNow because it aligned with the company’s vision for "self-correcting, autonomous intelligent systems" that would advance service management capabilities significantly beyond existing infrastructure.

Freshservice's uncomplicated approach eliminated the crushing complexity plaguing the legacy system. A swift eight-week implementation gave teams better ITSM so they could create advanced workflows, generate comprehensive reports, and automate routine processes without extensive technical resources. Freshservice integrated seamlessly with existing systems including email, portal access, and Microsoft Teams integration.

Advanced analytics capabilities provided leadership with unprecedented visibility into IT operations, asset management, and service delivery metrics. Freshservice, powered by AWS, enabled Asian Paints to transform from reactive IT support to proactive service management with data-driven insights supporting continuous improvement initiatives.

Impact 

Freshservice delivered transformational results across multiple operational dimensions. The 8-week implementation was a 300-400% improvement over previous system deployments. Service ticket registrations increased 33% as users embraced the simplified interface and streamlined processes.

Digital channel adoption reached 80% of total ticket volume, enabling more efficient resource allocation and faster issue resolution. The platform's analytics capabilities revealed usage patterns and performance metrics that were previously invisible, supporting data-driven optimization efforts.

"Our partnership with Freshworks has been extremely successful," says Bhosale. “And when I look back at what caused this success, I think one of the biggest enablers has been the way we worked with Freshworks—the entire Asian Paints team and the Freshworks implementation team behaved like a single unit.”