Case Study: Mipsmedia achieves greater team collaboration and saves time with Freshservice

Mipsmedia sees greater team collaboration and saves time with Freshservice

Mipsmedia, a Belgium-based ICT consulting and management services firm for SMBs, needed a modern cloud ITSM tool to replace ConnectWise, which they found difficult to use and maintain. Their goal was a simpler, maintainable service desk to improve internal IT support and SLA performance.

They implemented Freshservice—chosen over Zendesk and Autotask—for its simple UI, ITIL-aligned modules, Box integration, plugins and powerful automations. Automations handled over 50% of redundant tickets, the scheduler reduced on-site visit overhead, and Box attachments improved ticket context and resolution speed, driving a 71% SLA rating, reduced IT overhead and smoother integrations with tools like LogMeIn Rescue, Google Calendar, Dropbox and QuickBooks.

Mipsmedia