Philippines-based food processing company CDO Foodsphere has tapped the software-as-a-service (SaaS) firm Freshworks to modernise its service management and help the IT team support the company’s employees.
Currently, CDO's 50-member IT team has to support 5,000 employees.
CDO will be using Freshworks’ IT service management software, Freshservice to replace its traditional internal support channels for employees like email and phone with modern and self-service channels.
CDO’s knowledge management lead, Raymond Canilao, said the company was able to get a quick value for investment after it started using Freshworks' products.
He said, post-implementation, the IT team was able to provide a first response rate of over 94 percent within 30 minutes and nearly 99 percent resolution SLA (service-level agreements).
According to CDO, internally the IT team received a satisfaction rating of over 99 percent.
The user interface (UI) is intuitive and user-friendly, enabling employees to submit and approve requests with ease, even without undergoing extensive training, Canilao said.
Additionally, the service catalogue delivered an e-commerce-like experience, which employees found appealing and enjoyable, he added.
Implementation in phases
To avoid interruption in CDO’s regular service, the Freshservice implementation was carried out in phases and key modules including incident management with defined SLAs were put in place within weeks, Canilao said.
He added that the IT system transitioned fully to the cloud within 12 to 16 weeks.
This made it easy and quick for employees to reach out to the team for support, he added..
Freshworks’ features including workflow automation, automatic ticket assignment, alert integration, and asset discovery, helped streamline IT service delivery, reducing response times, and providing a personalised user experience.
