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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. 

Userlevel 3
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Q1. What are some of the goals that Profel had set to achieve through Freshservice?

A1: For us the main goal was to find an easy to use and implement ITSM solution. The tool should also have a high degree of user-friendliness and agent-friendliness. We wanted to centralize our tickets in a cloud based solution so that we didn’t need to worry about maintaining our custom written ticket application. We also wanted the tool to grant us insights in the workload generated by tickets. 

Userlevel 3
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Hi @nbeysen@pproostwhat are all metrics your team tracks to see if it’s on track?

Hi @Vishal Nema because we are an inhouse IT-department for a manufacturing plant we have the luck of not having too strict SLA’s 😉 so we don’t measure a lot of metrics. The main metrics we measure are the number of open tickets, and the number of high priority tickets which should be solved asap. We also use the project module to monitor the progress of our new developments both for infrastructure and software.

Userlevel 2

@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. 

I’m going to agree with Peter on the PowerBi Reporting capabilities. In addition I’d also love to see some resource planning in the New Gen Project Management.

 

@pproost & @nbeysen - with the increase in remote working recently due to COVID, did you also face the challenges in managing the remote assets? How did the asset management feature in Freshservice helped you in this scenario? 

The asset management definitely helped us a lot in the initial stages of the pandemic in getting a clear view who was using what hardware and were we needed to invest time and money to allow everyone to work from home.

Since the pandemic we’ve shifted almost entirely from a desktop-based to a laptop-based environment. Since we are a small team, this did require some planning. We couldn’t just willy-nilly start replacing desktops. Asset management definitely helped a lot in seeing which devices needed replacing first.

 

Do you have any recommendations to increase adoption to Self Service portal?

My biggest recommendation is to make sure the end-user knows about it. 

Userlevel 6
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Looking forward to this interaction and learning from @nbeysen and @pproost 😁

Userlevel 7
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I have got to get this one booked on the calendar!!!! Looking forward to it!

Userlevel 3
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Awesome!! Looking forward to hear from our Freshservice experts @pproost and @nbeysen 🙌

Userlevel 3
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Morning @nbeysen and @pproost how would you rate your organization’s self-service success (if adopted) and what do you think has made the biggest difference to date? (Either the difference to the level of self-service success or how the self-service has helped). Thanks.

Hello @manns I wouldn’t rate Profel as high as we would want to be. We’ve adopted the self-service portal but we still need to train our users some more in using it when it’s appropriate. For us the difficulty lays in the fact that we’re a factory with a lot of production workers and they’re still very used to logging tickets via mail. We do plan to add more resources to the self-service portal in the coming year and also plan to implement the approval flow for certain items and thus enhancing the users self-service capabilities. 

Userlevel 2

@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.

 

 

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 the Workflow Automater which opens up a lot of possibilities toward almost everything inside and even outside Freshsservice.

Userlevel 1

@pproost & @nbeysen - with the increase in remote working recently due to COVID, did you also face the challenges in managing the remote assets? How did the asset management feature in Freshservice helped you in this scenario? 

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 the Workflow Automater which opens up a lot of possibilities toward almost everything inside and even outside Freshsservice.

@vishal.abraham@prats 👏👏

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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?

Looking forward to this event, Peter and Nicola. Thanks for being our Freshservice champions! @pproost and @nbeysen 

Userlevel 7
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Hellooo and welcome to the special Community takeover by @nbeysen and @pproost from Profel who’ll be sharing their insights and taking up questions from the community today and tomorrow (May 31).

 

We’ll be asking a set of questions to Nicola and Peter over the course of these two days and it’s also your opportunity to post your questions for them. Make sure to tag them in your questions and if you have specific questions to either Nicola or Peter, tag them respectively.

 

Looking forward to the insightful exchanges that’s going to happen! 😃

 

Tagging a few folks who can post their questions -

@zachary.king @manns @vishnu.selvaraj @keefe.andrews @Hugh Adams @sucoyle @ErikAlmSynerity @patricksawyer @ekrasner @Bharadwaj @rubi.odell @JiriGrohmann @Bex @foxcubmama @mmccoy @KeithW @Sham @Alefre @Sophie Murgatroyd @mark.uther @GlennA @raymondcanilao @lavjoson @vishalnc 

Userlevel 7
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Morning @nbeysen and @pproost how would you rate your organization’s self-service success (if adopted) and what do you think has made the biggest difference to date? (Either the difference to the level of self-service success or how the self-service has helped). Thanks.

Userlevel 3
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Thank you, Peter for your prompt responses! Here’s my next question to you @pproost and @nbeysen 

Q2. What challenges did Freshservice solve for Profel?

Looking forward to this response!!!

For me it was that Freshservice gave us a tool which was very easily to implement a literally setup in one day. This meant that we didn’t need to maintain our custom written application anymore and our users got a lot better experience when contacting our support desk. It also made it possible for us to migrate to a dedicated service desk team, this wasn’t possible with our custom application.  

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 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?

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 5
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Q1. What are some of the goals that Profel had set to achieve through Freshservice?

A1: For us the main goal was to find an easy to use and implement ITSM solution. The tool should also have a high degree of user-friendliness and agent-friendliness. We wanted to centralize our tickets in a cloud based solution so that we didn’t need to worry about maintaining our custom written ticket application. We also wanted the tool to grant us insights in the workload generated by tickets. 

@pproost thanks for your response… I often run into this issue of how do I communicate “User-friendliness” to decision makers (they seem to look for numbers and cost savings)… 

Do you have any recommendations to increase adoption to Self Service portal?

Userlevel 3
Badge +5

@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 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?

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