Case Study: Logisfashion achieves operational efficiency and faster IT response with Freshservice

Freshservice improves operational efficiency at Logisfashion by empowering employees with an end-to-end IT solution

Logisfashion is a multinational intralogistics and e‑commerce operator for fashion brands, with 1,200+ employees across 22 centres worldwide. Rapid global expansion and rising IT maturity meant they needed a single, cloud‑based ITSM platform to centralize incidents, problems and changes, improve workload planning and SLA adherence, automate workflows, and gain end‑to‑end visibility and real‑time analytics for faster, more consistent support.

They implemented Freshservice—an ITIL‑aligned solution—going live in hours and onboarding agents quickly. Built‑in problem/change/release management, automation, a customizable service catalogue, APIs and Power BI integration let agents link incidents to problems, track change lifecycles, and monitor KPIs and CSAT. The result was faster response times, stronger governance and scalability, measurable operational efficiency gains, and improved user satisfaction, achieving 99.8% SLA performance with 15‑minute Level‑1 response targets.

Logisfashion

Jaume Riera

IT Manager