Dear community fam,
The third edition of #Storytime is here - your weekly ticket to a world of entertaining and inspiring customer tales! 😎
Today we’re doing another epic ITSM tale and we’re using a familiar analogy from our previous posts!
Imagine planning a trip with your friends to explore the global landscape of heating, ventilation, consumer appliances, flame, and precision cooling. Now, imagine doing this while embracing a sustainable world, led by Glen Dimplex, an international group headquartered in Ireland. They're not just into electric heating appliances; they're champions of low carbon solutions, making them the superheroes of keeping things warm without heating up the planet (how amazing is that?).
But, navigating different territories comes with its challenges. For Glen Dimplex, with multiple business entities and IT teams scattered worldwide, it was like trying to keep track of passports in a crowded airport. Each region had its own ITSM tools, creating a tangled mess of technology. It was a bit like trying to pack for a trip but realizing everyone brought a different-sized suitcase.
And then came Freshservice. Aaron McIvor, the Group Service Delivery Manager at Glen Dimplex, was thrilled. Why? Because Freshservice had the power of simplicity, flexibility, and a UI so clean it would make even Marie Kondo proud. 👌
With Freshservice, Glen Dimplex embarked on a journey to unify service management across the globe. They automated processes, streamlined onboarding/offboarding, and even orchestrated applications, ensuring everyone danced to the same tune.
They went beyond fixing just what was broken and tossed out anything 'legacy,'. Aaron and his team did road shows, hands-on training, breakfast mornings, and even had competitions. It was like turning IT training into a blockbuster movie, with employees as the star cast. 💥
And the results? Glen Dimplex achieved IT zen. Workflow Automator automated processes like onboarding, the Orchestration Center managed applications, and Incident Management ensured that IT issues were handled with superhero speed. They even introduced Freshservice Analytics, tracking performance metrics faster than a superhero racing against time.
In the end, Aaron sums it up perfectly,
"The service management transformation across our global offices has helped streamline and rationalize the entire employee experience. Today, our agents can address and resolve them quickly, no matter where the employee is located or what language they are raising a ticket in."
Glen Dimplex is a happy advocate for Freshworks. What did you think of this little tale? Tell us in the comments section below. Check out the full story here 🤝
Do you see value in Freshworks products as well? This is your sign to join our inner circle 💫💖
Until next Thursday,
Snigdha
Your community storyteller!
