Individual service portal with Freshservice

How do you breathe new life into a support department that is dying from a flood of requests? With an individually tailored service portal from Freshservice, implemented by digitize! Support can now handle even the biggest rush of requests with ease!

The initial situation

Although our customer is an international company with several locations and over 20 departments and is confronted with countless requests every day, IT support was mainly organized via Outlook for a long time. This led to inefficiency and difficulties in handling and tracking requests.

Our goal

The company was looking to improve its IT infrastructure and, after extensive internal deliberation, decided to implement Freshservice through digitize. Freshservice is a modern IT support tool that ensures a smooth and efficient support process.

The implementation

Service portal

By implementing Freshservice, the company's IT infrastructure was comprehensively transformed. The service portal was tailored specifically to the customer's requirements, both in terms of functionality and corporate identity. With 100 service items and more than 1,700 inventoried assets - from monitors to laptops and cell phones - the system offers a comprehensive overview and management options. Software updates and authorization changes can now be carried out easily. The location-based assignment of devices also helps to maintain an overview. A particular highlight are the customized dashboards for each department, which provide an individual and efficient overview.

Automation

The use of Freshservice has fundamentally improved the customer's IT support. The configuration of the support channels now ensures smooth communication between the IT teams and the requesters. Incident and service request management has been optimized to ensure a faster and more efficient service. Automated processes now support the handling of tickets, resulting in more effective workflows and faster problem resolution. The connection to Azure AD enables seamless and secure access for both agents and requesters, including single sign-on. The service portal has been designed to meet the specific needs of the business and is easy to navigate. In addition, sophisticated Service Level Agreements (SLAs) have been implemented to ensure and further improve the quality of IT support.

Support channels

E-mails, tickets and service requests now run seamlessly together in a central platform, which has significantly improved communication and workflow. The system distinguishes between two types of requests: tickets and service requests. Tickets can relate to all types of problems that can occur in the company's IT infrastructure and are handled individually. Service requests, on the other hand, are standardized requests that occur frequently and can be processed efficiently. This clear distinction enables all requests to be processed quickly and in a structured manner.

Project management

Even before the project began, digitize already had the requirements that the customer would have for a new IT system. After intensive discussions and collaboration with the company, the ideal solution concept was developed. The individual implementation steps were then carefully coordinated. Throughout the project, a particular focus was placed on continuous monitoring to ensure the highest quality of results at all times. Finally, employee training and the official launch (go-live) of the new system were coordinated in line with the defined schedule. This ensured a seamless and successful changeover.

Freshservice

The tools used at a glance

Freshservice is an intuitive, cloud-based IT service management (ITSM) solution that helps you optimize a wide range of processes: From incident and problem management, change and release management to asset, contract and project management. The tool enables effective automation of tasks, improves collaboration within the team and promotes proactive measures through powerful analysis functions. With the ability to customize individual features to meet specific business needs, Freshservice is a flexible and scalable solution that can sustainably improve IT support.

What our customers say:

The outlook

With this improved IT infrastructure, the customer is well positioned to meet the dynamic requirements of a modern company and to further increase the efficiency of IT support. digitize will continue to support the company after the implementation of Freshservice. We look forward to close cooperation and future projects!

Further case studies

Find out more about digitize's other projects by visiting our other case studies.