Case Study: ISM e-Company achieves a 93% reduction in ticket backlogs with Freshservice

ISM sees a 93% reduction in ticket backlogs after using Freshservice

ISM e-Company, a Netherlands-based e-commerce solutions provider with 25 years’ experience, was struggling with escalating IT issues: long response times, huge ticket backlogs, laborious ticket creation, poor tracking and an ineffective support channel that eroded employee trust.

They implemented Freshservice (chosen for its cloud-based, scalable, and customizable platform), rolling it out to 20 agents and 500 employees and focusing on incident management, SLAs, ticket routing and a service catalog. With ~70% adoption and features like email ticketing and gamification, ISM achieved a 93% reduction in ticket backlogs, a 50% faster response time, doubled ticket volume handling and roughly 80% satisfaction.

ISM e-Company

Uditha Wijesundara

IT Director