Excellent ITSM with strong growth trajectory

Freshservice started as an ITSM replacement project and has since expanded to 6 other departments in our company, with the prospect of continuing. In our case, we wanted to modernize our incident and service request handling practices. Moving away from manual, repetitive tasks, strengthening relationship with customers, and empowering technical teams to provide quality, efficient support. Our management teams also benefited from the ability to view insights quickly, and the continued progress of the platform has enabled progressive growth, and continual improvement. Customer transparency has greatly benefited from automated responses, SLAs, customer portal, service catalog and easy communication. While our technical teams are able to communicate better, handle escalations and improve their overall ticket management practices. Analytics and Automation really add an extra layer for us. We can make educated, data-driven decisions, and continue moving away from repetitive tasks by leveraging automation and apps.