Case Study: Aramex achieves 50% boost in agent productivity with Freshservice

Aramex improves agent productivity by 50% with Freshservice

Aramex, a Dubai-based global express and logistics company with over 200 IT agents, faced a rigid, hard-to-scale in-house IT service desk that was complex, slow to resolve tickets and required constant maintenance. The fragmented workflow and escalating ticket volumes made it difficult to deliver consistent, efficient support across local and global teams.

Aramex moved to Freshservice in a global big‑bang rollout, introducing a cloud-based, multi-channel service desk with self-service, KB articles, automation and a single asset repository. The change cut average ticket resolution time by 35%, reduced related escalations by 50%, boosted agent productivity by 50%, and delivered $56,000 in savings, while enabling better data-driven decisions and plans to scale Freshservice across more business functions.

Aramex

Romel Dababneh

Corporate IT Operations Manager