Case Study: TCSI-DIGIBÉRIA achieves efficient handling of a 500% ticket increase and maintains SLAs with Freshservice

TCSI-DIGIBÉRIA effectively manages a 5x increase in tickets using Freshservice

TCSI-DIGIBERIA, a Portugal-based IT integration firm with 25+ years’ experience, faced growing pressure to manage and prioritize service requests and consistently meet SLAs. With a 40-person support organization using an inadequate PHC ERP tool, the company needed a simple, robust ITSM solution to record every request, demonstrate SLA control to customers, and streamline agent workflows.

They implemented Freshservice with a fast go‑live, using automation rules, mobile app, APIs and reporting to allocate tickets, integrate with their ERP and enable field agents to log resolutions on site. The support team scaled from 300 to 1,500 tickets (a 500% increase) while maintaining SLAs, improving productivity, reducing response times and strengthening customer confidence.

TCSI-DIGIBÉRIA

Joao Faria

Support & Service Manager