Philippines-based food manufacturer CDO Foodsphere is using Freshservice from Freshworks to empower its IT team to support a a growing workforce of 5,000 employees.
CDO has scaled its IT staff to 50 and needed a more modern, self-service to replace traditional internal support channels like email and phone, to provide employees with a delightful experience.
Freshservice, Freshworks’ IT service management software, was deemed to be the right-sized option for CDO’s IT team which was already ITIL-certified and in the middle of a huge, multi-year digital transformation journey.
“Freshservice was extremely easy for us to set up. We got up and running in a matter of a few weeks,” said Raymond Canilao, knowledge management lead at CDO. “We were quickly able to get value for our investment in Freshworks.”
The Freshservice implementation was carried out in phases and key modules such as incident management with defined SLAs were in place in a matter of weeks, making sure that a consumer-focussed brand like CDO did not face any interruption in service to their employees during the implementation phase.
Within a span of 12-16 weeks, the 45-year old company’s IT system transitioned fully to the cloud, and made it easy and quick for employees to reach out to their IT team for support.
“My first impression about Freshservice was that it was fresh,” said Canilao. “The user interface of Freshservice proved to be highly intuitive and user-friendly, enabling our employees to submit and approve requests with ease, even without undergoing extensive training.
“Additionally, the service catalog delivered an e-commerce-like experience, which our employees found extremely appealing and enjoyable,” he said.
CDO benefitted from a comprehensive range of Freshservice features that were unavailable in the incumbent’s legacy system, including a knowledge base combined with Freshworks the virtual agent functionality that both enable employee self service for answers.
Other features like workflow automation, automatic ticket assignment, alert integration, and asset discovery have proven to be incredibly valuable in streamlining IT service delivery, reducing response times, and providing a more personalized user experience.
“With Freshservice, we can now offer a more efficient and effective IT service management system that meets the needs of our organisation and our employees,” said Canilao.
As a result of implementing Freshservice, the CDO IT team was able to provide a first response rate of 94.59% (within 30 minutes) and 98.84% resolution SLA. Moreover, the team received a satisfaction rating of 99.67%, a near perfect employee experience.