Case Study: Profel (windows & doors manufacturer) achieves centralized control of growing IT support tickets with Freshservice

Profel remains firmly in control - despite the growing number of tickets

Profel is a Belgian family-owned manufacturer of doors, windows and aluminium profiles with about 1,000 employees across four sites. Its 13-person IT team supports 300 users and must keep production systems running 24/7, but the legacy helpdesk lacked a central contact point, self-service, email integration and workload visibility — causing high manual effort, missed requests and lots of copying and pasting.

After evaluating six ITSM options in 2017, Profel implemented Freshservice. The cloud-based solution gave users a central portal and knowledge base, automated ticket categorisation and assignment, and integrated with ERP, Freshrelease and Freshcaller. Since going live the helpdesk has handled over 10,000 tickets, freed developers from routine ticket work, improved planning and asset visibility, and enabled ongoing expansion of release and telephony integrations for an even more user-friendly support experience.

Profel

Peter Proost

Developer