Case Study: Asian Paints achieves AI-powered ITSM transformation with Freshservice

Asian Paints transforms ITSM with AI-powered automation

Asian Paints, India’s leading paint and home décor company, needed to replace its outdated Matrix42 ITSM system, which lacked modern reporting, analytics, and automation. With a 12,000+ employee organization and a growing digital transformation agenda, the company wanted a simpler enterprise service management platform that could improve visibility and support more efficient IT operations. Freshservice was selected to help meet that need.

Freshservice implemented the new ITSM environment in just eight weeks, integrating with email, portal access, and Microsoft Teams while enabling automated workflows and advanced analytics. The results were strong: deployment time improved by 300–400% versus previous systems, service ticket registrations rose 33%, and 80% of tickets now come through digital channels. Freshservice also gave Asian Paints better insight into assets, operations, and service metrics for ongoing optimization.

Asian Paints

Deepak Bhosale

General Manager of IT