Case Study: Kempele Municipality improves citizen service management with Freshservice

With Freshservice, Kempele Municipality got a very easy-to-use tool that facilitates reporting and visibility to the number and quality of service requests

Kempele, a fast-growing municipality in the Oulu region, was struggling with a legacy ticketing system that buried service requests and left IT staff with little visibility into ticket status. The municipality needed a simple service management tool with strong reporting, and turned to Freshservice to improve its helpdesk operations and citizen service delivery.

Freshservice provided Kempele with an easy-to-use platform, quick setup, and flexible reporting, along with a form designer to streamline order and employment-related requests. The result was smoother implementation, positive feedback on process improvements, better employee satisfaction, and clearer tracking of requests and orders; Kempele also plans to expand Freshservice further and add Freshcaller for more visibility into phone communications.

Kempele

Pasi Takalo

Chief Information Officer