Case Study: Plantagen achieves faster ticket resolution and unified ITSM with Freshservice

Plantagen transforms its IT Service Desk with Freshworks’ ITSM suite

Plantagen, founded in 1986, is the leading plant retailer in the Nordics with 145 stores, more than 1,300 employees, and over 12 million customer transactions last year. The IT team struggled with a non-user-friendly, free ticketing system that created knowledge silos, poor visibility and ownership of requests, and inconsistent ITSM processes—prompting the search for an ITIL‑compliant, easy-to-use solution with strong self-service and search capabilities.

After evaluating alternatives, Plantagen implemented Freshservice from Freshworks for its ITSM needs because of its ITIL compliance, modern UI, ease of implementation, and strong support. The platform streamlined the IT service desk, reduced turnaround times across cross-functional teams, enabled seamless handling of growth and seasonal surges, and improved self-resolution via a knowledge base and self-service portal. Plantagen also gained org-wide ITSM processes, dashboards for SLA/vendor monitoring, automated ticketing through Freshcaller integration, and full asset visibility using the Freshworks Discovery Probe.

Plantagen

Morten Nyland

IT Consultant