Case Study: W2O Group scales and speeds up IT support with Freshservice

W2O Group scales and speeds up IT support with Freshservice

W2O Group, an analytics-driven marketing and communications firm with more than 1,600 employees across the US and Europe, needed to replace a legacy IT support platform that could no longer scale, lacked clear service request ownership, and did not provide strong IT service SLAs. As the company grew and support demands increased during COVID-19, it looked for a more flexible IT service management solution.

W2O Group selected Freshservice to streamline IT service delivery and improve reporting, self-service, and workflow automation. With Freshservice, the team gained live dashboards, richer help desk metrics, better ticket visibility, and higher agent productivity, while self-service and automation freed agents to focus on critical work. Freshservice also expanded beyond IT to other departments, improving efficiency across the business.

W2O Group

Mike Venezia

Managing Director of IT Services