Case Study: Coherent improves IT productivity and employee support with Freshservice

With Freshservice, the laser manufacturer brought together four disjointed systems into one

Coherent, a global leader in lasers and electronics, was challenged by the complexity of multiple mergers and acquisitions that left it with four separate ITSM platforms and fragmented service workflows. This disjointed environment hurt productivity, complicated employee support, and created compliance and manufacturing risks. Coherent turned to Freshservice to standardize IT service delivery on a single platform.

Freshservice implemented a unified service catalog, change management, and self-service portal, and Coherent migrated all ITSM workflows in less than four months. The platform was then expanded to HR use cases such as onboarding and offboarding, improving visibility, collaboration, and compliance. With Freshservice, over 500 agents have resolved more than 65,000 tickets while supporting nearly 25,000 employees, and Coherent plans to extend use to facilities and procurement.

Coherent

Anantha Ganga

Chief Information Officer