Case Study: Carrefour achieves unified helpdesk operations with Freshservice

At ‘warp speed,’ Carrefour Belgium’s 15 helpdesks come together

Carrefour Belgium, part of the global Carrefour retail group, needed to replace outdated workflows and fragmented support tools across 15 helpdesks that served IT, logistics, HR, and other functions. The company struggled to get a single view of internal requests and had outgrown its legacy ITSM tool, BMC Remedy. Carrefour chose Freshservice to support its IT service management and enterprise service management needs.

With Freshservice, Carrefour centralized helpdesk operations through a unified self-service portal, improving incident management, service requests, and change control while automating routing and resolution. Freshservice enabled Carrefour to consolidate eight helpdesks in less than two years, support more than 350 agents, and cut helpdesk implementation time from about a year to three to four months, boosting productivity, transparency, and user satisfaction.

Carrefour

Stijn Stabel

Chief Technology Officer