![]() ![]() With Freshservice, the IT team soon plans to leverage the CMDB, change, asset, release, and contract management modules extensively. The mobile app is very user-friendly, and we’ve been efficiently handling a large volume of tickets,” said Krempin. The gamification and survey capability within Freshservice have spearheaded healthy competition between agents. “The internal team loves using Freshservice. Everyone today has global visibility to the state of IT service and assets, thus bringing a paradigm change within PICA Group in terms of connecting people and information seamlessly. ![]() Tracking and solving incidents or service requests from users has become easier, and as a result, the average resolution time has improved by 66.3% and the adherence to SLAs has increased to 93.2%. From reactive, we’ve now become a proactive team,” says Shahn Hossain, IT Service Desk Manager, PICA Group. “With Freshservice, we have been able to convert a negative experience to a positive one. With the Workflow Automator capability, agents can curate automated responses according to different stages of the ticket management process, thus reducing the follow-up calls, from 100 calls a day, to just 30. They have also configured semantics for ticket inflow, which has made monitoring and tracking of issues easy. They now have a dashboard for monitoring metrics on internal SLAs as well as external vendors. With Freshservice, PICA Group has been able to fulfill its objective of defining organisation-wide ITSM processes and policies. The product specialists go above and beyond and respond to your tickets or queries within two to three hours,” says Neal Krempin, Head of IT, PICA Group. “The support and response have been great. ![]() Freshservice was the solution of choice for its ease of implementation, usability, value for money, and support. ITIL compliance, modern user interface, ease of use, scalability, etc. The evaluation took into consideration multiple parameters viz. Have self-service and release management capabilitiesĪfter evaluating different ITSM products from the likes of JIRA and Zendesk, the IT team at PICA Group decided to implement Freshservice, Freshworks' ITSM suite.Provide ease-of-use and consequently ensure high user adoption.Faced with reliability and robustness issues, the IT team at PICA Group began looking out for a solution that would Īid in better communication with internal members and cross-functional teams With PICA Group acquiring at least one business every year – integration, migration, and standardisation of IT service and incident management were becoming a bottleneck. PICA Group, in the past, used BMC Footprints which did not provide a positive experience for end-users. ![]() More information can be found at .Īs an employer of choice, PICA Group strives to create an exciting work environment and is committed to nurturing and encouraging people development. They have been enhancing community living since 1948. Regardless of property type, whether it is residential, commercial, or mixed-use, PICA Group cares for one of life’s most valuable assets: one’s property investment and home. From strata and facilities management to debt recovery, legal, and developer services, PICA Group continues to enhance Australia’s community living. With more than 200,000 lots under management, PICA Group has grown from managing Australia’s first strata-titled property to becoming leaders in community living.Īs a market leader, PICA Group offers a comprehensive range of services through a family network of businesses. ![]()
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