Case Study: L’Osteria achieves 100% customer satisfaction with Freshservice

Restaurant chain L’Osteria achieves 100% customer satisfaction using Freshservice

L’Osteria, a restaurant chain with more than 120 locations across Europe, was struggling with an outdated in-house legacy IT service desk that couldn’t keep up with its scale. Recurring requests, limited automation, and a lack of structure created heavy workloads for the IT team and slowed support across its restaurants.

L’Osteria partnered with Freshservice to modernize its IT operations with a cloud-based service desk, knowledge base, service catalogue, ticketing system, and workflow automation. Freshservice helped reduce incoming tickets, speed up resolution, and deliver consistent service, ultimately helping L’Osteria achieve a 100% CSAT score and scale support across more teams and locations.

L’Osteria

Manfred Schneider

IT Manager