Case Study: BAM Belgium achieves 95% increase in tickets handled and centralized IT support with Freshservice

BAM Belgium builds a centralized support process with Freshservice

BAM Belgium, the Belgian arm of Royal BAM Group with over €1 billion in turnover and 2,100 employees across a widespread regional network, faced fragmented IT support after merging five different IT teams. With around 1,000 laptop users and growing demand, the company struggled with email-based processes, an unresolved ticket backlog, no unified ITSM tool, limited reporting and no clear way to track team workload.

BAM Belgium selected Freshservice for its cloud-based, ITIL-aligned simplicity, piloting it with first-line support before rolling it out to all agents and receiving hands-on vendor assistance during implementation. The platform brought clear reporting and workload visibility, automated asset management via Discovery Probe, and smoother cross-team collaboration—enabling a 95% increase in tickets handled, a current SLA of 76%, and fewer unresolved requests.

BAM Belgium

Pieter Thewis

Director of IT Operations