Case Study: Ontex achieves 40% fewer incoming service desk calls and improved self-service adoption with Freshservice

Ontex slashes incoming service desk phone queries by 40% and improves self-service adoption using Freshservice

Ontex, a Belgian-headquartered leader in personal hygiene solutions with about 11,000 employees operating in 20 countries, faced limits with its on-premise ITSM tool: it was costly and hard to scale across locations, hindered SLA adherence, and struggled to support the company’s global expansion and evolving service needs.

Ontex implemented Freshservice, a cloud-based ITSM with a service catalog and workflow automator, rolling it out from Brazil to the entire organization. The change boosted self-service adoption and automated ticket routing, cutting incoming service-desk phone queries by 40%, raising customer satisfaction to 93%, and enabling 200 agents to support 5,500 end users more efficiently.

Ontex