Case Study: Conlog achieves streamlined IT service delivery and improved SLA compliance with Freshservice

Conlog powers service desk capability with Freshworks’ cloud-delivered ITSM

Conlog (Pty) Ltd, a global leader in smart metering operating across four continents, was hindered by a legacy ITSM platform that was expensive to maintain, difficult to customize and use, and lacked workflow automation, SLA enforcement and scalability—creating service bottlenecks and limiting IT efficiency.

Conlog adopted Freshservice (Freshworks’ cloud ITSM) to modernize support with out‑of‑the‑box integration, configurable request forms and automated workflows. The result: standardized ITSM processes, easier ticket creation and tracking, SLA dashboards, higher user adoption and faster resolution times, with plans to expand into bots, asset management and further Freshworks integrations.

Conlog

Bianca Gulston

Services Team Leader