Case Study: Fine Hygienic Holding achieves faster ticket resolution with Freshservice

Fine Hygienic Holding cuts down ticket resolution time by more than 60% with Freshservice

Fine Hygienic Holding, a wellness and hygiene company with more than 3,000 employees across 80+ markets, struggled with inconsistent internal service, multiple support channels, and a legacy tool that made it hard for employees to submit and track requests. To simplify IT support and improve service delivery, the company turned to Freshservice to consolidate incidents and tickets into one user-friendly platform.

Using Freshservice, Fine Hygienic Holding redesigned request forms, streamlined routing with automation, introduced Freddy AI, and rolled out change management to improve visibility and efficiency. The results were strong: agent response time dropped 68%, resolution time fell 61%, and the IT team resolved twice as many tickets as the previous year, while portal ticket volume grew from 805 to 2,215 in six months.

Fine Hygienic Holding

Zachariah Manyapye

BTO Supply Chain Analyst