Case Study: Schoeller Allibert achieves 78% CSAT with Freshservice

Freshservice boosts customer satisfaction score at packaging leader Schoeller Allibert

Schoeller Allibert, a global leader in returnable plastic packaging, needed a more innovative and scalable ITSM platform to improve international alignment, user satisfaction, and inefficient internal processes. The company chose Freshservice to replace its older outsourced service desk and better support both IT staff and users across its worldwide operations.

Freshservice helped Schoeller Allibert simplify service management with an easy-to-use SaaS platform that improved adoption and sped up ticket resolution. As a result, CSAT rose from 50% to 78%, ticket volume increased from 300–400 to 800–900 per month, and four internal teams were unified on Freshservice, with further plans to expand automation and AI-powered support.

Schoeller Allibert

Ranadeep Sarkar

Director Service Delivery, Information Security