Case Study: OfficeMax achieves 97% SLA adherence and 91% customer satisfaction with Freshservice

Freshservice helps OfficeMax deliver measurable, efficient, customer centric and ITIL aligned IT service

OfficeMax, a leading workplace solutions provider serving Australia and New Zealand with 1,500 employees, faced fragmented IT operations that harmed end‑user experience: poor visibility across teams, an aging SharePoint ticketing system with no self‑service portal, weak reporting and SLA tracking, and low customer satisfaction. The team needed an ITIL‑aligned solution to improve transparency, resource use and user experience.

OfficeMax implemented Freshservice using a hybrid waterfall‑and‑agile approach to deliver a single ITSM interface, centralized knowledge, auto‑suggested KB articles and stronger reporting. The rollout improved collaboration and SLA measurement and drove measurable results: SLA adherence rose to 97.1%, first‑call resolution to 88.7% and customer satisfaction to 91.3%.

OfficeMax

Joseph Orquejo

eBusiness & IT Service Delivery Manager