Case Study: Aramex boosts agent productivity with Freshservice from Freshworks

Aramex improves agent productivity by 50% with Freshservice

Aramex, a Dubai-based international express, mail delivery, and logistics company, needed a more scalable and user-friendly way to manage IT support as it grew. Its rigid in-house legacy service desk was difficult to maintain, slow to scale, and created delays in ticket resolution across its global IT teams. Freshworks’ Freshservice was selected to simplify IT operations and move the company to the cloud.

Freshworks implemented Freshservice in a global rollout, giving Aramex a multi-channel, cloud-based IT service desk with self-service, mobile access, ticket merging, and knowledge-base articles. The results included a 35% reduction in average ticket resolution time, a 50% drop in related queries after creating K-base articles, and $56,000 in savings. Freshworks also helped Aramex centralize asset tracking and improve productivity, with the company reporting a 50% increase in agent productivity.

Aramex

Romel Dababneh

Corporate IT Operations Manager