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Community Spotlight: AMA with Freshservice Customers Nicola and Peter, Profel

Community Spotlight: AMA with Freshservice Customers Nicola and Peter, Profel
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Hello people! 🙋🏽

How’s everyone doing? 😊

Our community here is built primarily of our customers and we enjoy having them take-over the community to share their stories, insights and journey with all of us.

We have an exciting AMA session coming up just for you from our Freshservice customers. 

This time, the spotlight is going to be on Nicola Beysen @nbeysen (Infrastructure Coordinator) and Peter Proost @pproost (Software Coordinator) from Profel.

Check out the below 2 posts to learn more about Nicola and Peter


About Profel:

Belgian family company Profel manufactures frames and doors in aluminium, wood and plastic for the non-commercial market. Each year, the company supplies around 170,000 frames and doors to approximately 30,000 families, earning it the position of the market leader in the Benelux countries.

At Profel, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factories operate reliably at all times. A smart service management solution provides the answer: a solution that enables the IT department to manage the growing number of IT support tickets while also distributing the workload more evenly and placing more control in the hands of its users.

They’ll be available with us from May 30 - 31, 2022 sharing with us

  • how they made use of Freshservice at Profel to solve specific problems

  • about their IT service management challenges and opportunities

  • the most commonly used features within Freshservice

  • their learnings over the years using Freshservice and setting up their service desk


Format:

This will be completely a text-based AMA conversation happening right here in this page. No registration is required. You can post your questions in the comments section.

This is YOUR opportunity to ask and interact with Nicola and Peter. So go on, post your questions for them in the comments section below and they’ll be answering them. 

 

📅 Add to Calendar

 

Subscribe to this post to view more details about Nicola and Peter! We’ll be sharing a bit about them and their initial thoughts in the coming week. Stay tuned. 👀


36 replies

Userlevel 3
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@pproost and @nbeysen … Which is your favorite feature of Freshservice? Why do you like it?

For me, that would be creating tickets from e-mail. Our end-users have the habit of just quickly sending an email whenever they have an issue. Having those e-mails automatically converted to trackable tickets on a central platform is a blessing.

 

 

As a follow up, what would you like to see in Freshservice?

What I would like to see is the possibility to also integrate our AzureDevops environment in the New Gen Project Management and a way to easily connect PowerBi to our data. I know Freshservice offers a lot of reporting capabilities but our management is very PowerBi focused. 

@AwantikaJha @shashank

Userlevel 6
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@pproost @nbeysen Do you plan to use the chat add on or the chatbot integrations in the future, or are you using them now? Do you find the AI suggestions in the platform to be of value to your agents?

Userlevel 7
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@pproost and @nbeysen … Which is your favorite feature of Freshservice? Why do you like it?

For me, that would be creating tickets from e-mail. Our end-users have the habit of just quickly sending an email whenever they have an issue. Having those e-mails automatically converted to trackable tickets on a central platform is a blessing.

 

 

As a follow up, what would you like to see in Freshservice?

What I would like to see is the possibility to also integrate our AzureDevops environment in the New Gen Project Management and a way to easily connect PowerBi to our data. I know Freshservice offers a lot of reporting capabilities but our management is very PowerBi focused. 

Couldn’t agree with this more!!!! Azure DevOps integrations would be amazing!

 

@pproost and @nbeysen You mentioned Workflow Automator...What process have you automated that has had the biggest impact so far?

Userlevel 2

@pproost @nbeysen Do you plan to use the chat add on or the chatbot integrations in the future, or are you using them now? Do you find the AI suggestions in the platform to be of value to your agents?

At the moment there are no plans to use chat add ons or chatbots; the majority of incidents we currently have to tackle are way too complex for a chatbot to handle or take significant time to solve which defeats the point of using a chat addon. Perhaps in the future.

The AI suggestions do have some value and have certainly saved us some time. Although sometimes the AI gives completely wrong suggestions; might be because we’re a Dutch speaking company.

Userlevel 7
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Loving the questions, answers and follow-up questions to all of these!! 🔥🔥

My next question to @pproost and @nbeysen -

What do you think or see as opportunities for growth when it comes to ITSM adoption at Profel?

 

Userlevel 3
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Thanks, Peter @pproost and Nicola @nbeysen for sharing your insights and learnings with us!

My question to you both -

At what point did Profel realize they required an IT service management tool and how did you go about figuring out the right tool that works well for your teams?

Userlevel 3
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Loving the questions, answers and follow-up questions to all of these!! 🔥🔥

My next question to @pproost and @nbeysen -

What do you think or see as opportunities for growth when it comes to ITSM adoption at Profel?

 

For me that would be expanding our self service portal and setting up some more approval flows. So that the request for new hardware and software could become more streamlined. I also see some possibilities in integrating a hardware monitoring tool with our Freshservice environment

Userlevel 7
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I’d like to thank @pproost and @nbeysen for joining us for this community take over and share their insights and journey with us! Your answers were very valuable and I’m sure a lot of our new and existing customers are benefitting from it.

We look forward to having more such community spotlight sessions in the coming months! Stay tuned :)

Userlevel 3
Badge +3

Thanks, Peter @pproost and Nicola @nbeysen for sharing your insights and learnings with us!

My question to you both -

At what point did Profel realize they required an IT service management tool and how did you go about figuring out the right tool that works well for your teams?

Hello Rubi, I can answer this one as I did the migration from our legacy system to Freshsservice back in 2017. Our company had a large growth in the past two decades and we started noticing that our custom application just wasn’t modern enough. It was an old desktop application and it started lacking more features then we could implement in a timely manner. I then started a study and compared about 6 or 7 ITSM tools, comparing all their strengths and weaknesses and check if they had the features we would definitely need. In the end Freshservice ticked almost all of the boxes and the boxes that weren’t ticked have been implemented in the past 5 years. For us the deciding factor was the ease of use and ease of setup of Freshservice. So I would advice on installing a lot of trials if your searching for an ITSM tool and hopefully you get to the same conclusion as we did. Haven’t regret our decision. 

Userlevel 7
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New question for @pproost and @nbeysen:

What were the most important factors in Profel’s ITSM tool selection criteria?

Thanks :)

Userlevel 3
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New question for @pproost and @nbeysen:

What were the most important factors in Profel’s ITSM tool selection criteria?

Thanks :)

Hey Stephen,

 

For us it was:

  • Ease Of use
  • Ease Of Set-up
  • Cloud based
  • ITIL-based
  • Multi language support
  • Support for Assets
  • API’s available

Best regards,

 

Peter

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