Case Study: Motorama achieves scalable, streamlined employee IT support with Freshservice

Motoroma revs up IT support for employees with Freshservice

Motorama, Queensland’s largest automotive retailer with 512 employees across 18 dealerships representing six major manufacturers, needed to modernize its internal IT support. Their legacy BMC Track‑It! system was clunky and slow, support ran by email, status was hard to track, and collaboration was poor — Zendesk proved too complex — so they sought an easy-to-use, cloud-based, ITIL-aligned ITSM solution.

Motorama switched to Freshservice in under a week and immediately rolled out asset, incident, problem and change management with heavy use of the CMDB. Monthly asset billing replaced an annual process, the mobile app sped up field work, and increased ticketing and visibility let agents see who’s working on what, prioritize issues and resolve requests more efficiently.

Motorama

Tony Casey

Manager of Information Technology