Case Study: SMS Global Technologies achieves 98% SLA adherence with Freshservice

SMSGT elevates SLA adherence to 98% with Freshservice

SMS Global Technologies (SMSGT) is a leading Philippine systems integrator for telecommunications that provides deployment, maintenance and post-sales support for carriers. The operations team relied on emails to handle customer repair and machinery queries, which left them unable to track SLAs, lacked visibility into the service desk, and had no asset-tracking capabilities.

SMSGT implemented Freshservice to meet requirements for SLA tracking, asset management and advanced reporting. With features like the mobile app, SLA priority matrix and analytics, SLA adherence jumped from 20% to 98% within the first year. Asset-to-incident linking simplified repairs and replacements, analytics enabled proactive asset reporting and gamification data now drives 70% of performance rewards, with plans to expand Freshservice across other functions.

SMS Global Technologies

Paolo Maramba

Senior Technical Support Supervisor, Customer Support and Operations