Case Study: Averda achieves an organization-wide one-stop support portal and 80% adoption with Freshservice

Averda makes Freshservice a one-stop shop for all their support requests

Averda is a global provider of integrated waste-management services with more than 14,000 employees. The company was hampered by a legacy on‑premise tool that lacked standard incident management, service-request processes, reporting, and customizability, and needed a cloud-based ITSM to standardize support across the organization.

Averda implemented Freshservice as a true cloud solution, with seamless migration and a configurable service catalog and portal that support both IT and non‑IT teams. Rolled out across the GCC and Africa, the platform is used by 47 agents and a wide range of teams (IT and HR), achieving roughly 80% employee adoption and establishing Freshservice as a single point of contact for support requests.

Averda

Zenon Oratis

Senior IT Manager