Case Study: INCAE Business School achieves streamlined service management and reduced manual work with Freshservice

INCAE boosts its service management experience across Admin, HR, Facilities, Finance, Hospitality, and IT with Freshservice

INCAE Business School, a private, non-profit multinational institution training senior leaders across Latin America, sought a global technology transformation to improve service management and IT support across Admin, HR, Facilities, Finance, Hospitality, and IT. The school lacked an ITSM solution and relied on emails and spreadsheets, with no consistent processes, incident tracking, or performance insights, resulting in excessive manual work.

INCAE selected Freshservice over Request Tracker, Salesforce Desk, and Zendesk for its simple UI, easy-to-use portal, familiar keyboard shortcuts and broad suitability across multiple teams. Implementing Freshservice’s ticketing, service catalog, mobile app, reporting and knowledge base cut manual effort, streamlined ticket assignment and reassignments, improved service delivery and visibility, and changed user perception—leading to faster resolutions, more customer feedback and a friendlier, more efficient service culture.

INCAE Business School

Juan Ramone Dorte

Social IT Director