4 customers that scaled IT with Freshservice
Texas A&M, Databricks, and others reduced resolution times, took on more tickets, and increased employee satisfaction
It’s every company’s goal to grow big, but grow too fast and it just might run into a mess of conflicting or inadequate processes and systems. The five companies below put Freshservice to work in the face of rapid expansion. The result? Happy employees and happy customers. Here’s how they did it:
Texas A&M: Resolution reduced to 15 minutes
With a goal of modernizing and automating IT processes to better accommodate over 600 incoming tickets per day, Texas A&M turned to Freshservice. After its initial success using Freshservice for its internal IT helpdesk, the university scaled its deployment to enterprise service management (ESM) to help support its huge volume of football fans during the season. (Read more.)
A Texas-sized operation necessitates a Texas-sized solution. With Freshservice on our side, the transportation team can now resolve incoming requests in 15 minutes, versus three months.
James Williams
Senior Systems Administrator
Databricks: Self-service solved 23% of tickets
As a rapidly growing software company at the forefront of AI and data analytics, Databricks needed a modern cloud IT service solution that would improve resolution times, establish stronger IT infrastructure, and scale easily and efficiently. Databricks turned to Freshservice for IT service management (ITSM). Making the switch revamped the company’s overall IT service delivery, quickened ticket resolution times, and, by implementing self-service, helped deflect 23% of support tickets. (Read more.)
OdontoCompany: Improved IT workflows
Franchise businesses like OdontoCompany in Brazil grow by adding more locations. But with 1,700 locations, more than 25 million customers, and over 5,000 employees, Odonto was already seeing support and ITSM balloon out of control. By implementing a combination of Freshservice and Freshdesk, Odonto saw efficiencies from self-service, automated routing, data insights, and more, resulting in a better IT approvals workflow, increased agent efficiency, and improved customer satisfaction. (Read more.)
TaylorMade: Better ticket routing with AI agent
TaylorMade, which makes golf accessories, was on a tear with an expanding e-commerce business during the pandemic, when stay-at-home orders drove increases in online shopping. The IT team faced a spike in workload and service orders. Freshservice offered automation and consolidation to route service requests more efficiently. And with the integration of the Freddy AI-powered Caddy into Microsoft Teams, employees were able to create service requests more easily than ever and have them automatically routed to the right party. (Read more.)
By moving to a modern, AI-powered ITSM, these companies can continue to acquire more customers, hire more employees, and expand their offerings without worrying whether their systems can keep up.
