Case Study: Fresenius Digital Technology achieves faster, simpler IT support with Capgemini

Fresenius transforms user access to IT services and support

Fresenius Digital Technology needed a scalable, future-ready way to improve access to IT services and support across a mixed ecosystem, without adding an external technology stack. To meet that challenge, Fresenius Digital Technology partnered with Capgemini, along with ServiceNow and Microsoft, to create FreDi, a virtual agent and chat solution for global IT service desk support.

Capgemini helped design, build, test, and roll out FreDi in less than three months, integrating it with ServiceNow and Microsoft Teams so employees could get 24/7 help, raise tickets, check status, or connect with live agents directly in chat. The results were strong: more than 130,000 interactions since launch, over 5,000 completed interactions per month in the last six months, more than 3,000 agent chats in that same period, and over 20% of Global IT Service Desk tickets now raised via chat.

Fresenius Digital Technology

Anja Elter

Vice President Global IT Service Desk