Case Study: Serimax achieves a 50% reduction in incident tickets in 9 months with Freshservice

Serimax sees a 50% reduction of incident tickets in just 9 months

Serimax, a Vallourec subsidiary with 800+ employees across 20+ countries, provides integrated welding solutions for onshore and offshore operations in extreme and complex environments. The IT team was hampered by an incomplete ITSM setup—relying on multiple tools (including Domino and Excel)—which made coordination difficult and left them unable to track performance metrics or CSAT effectively.

After evaluating Zendesk, LanDesk, and Freshservice, Serimax implemented Freshservice’s cloud-based ITSM to consolidate IT and General Services into a single, accessible platform. The intuitive setup and built-in reporting and dashboards cut KPI collection time, and within nine months incident tickets fell by 50%, average first response time improved 15%, and average response time improved 30%.

Serimax

Marie-Alice Calando

IT Operations Director