Case Study: Averda achieves 80% employee adoption and a one-stop support portal with Freshworks' Freshservice

Averda Makes Freshservice a One-stop Shop for All Their Support Requests

Averda, a global integrated waste-management provider headquartered in Dubai, was hampered by a legacy on‑premise IT tool that lacked standard incident management, a service/support request process, adequate reporting, and customizability. Seeking a cloud-based ITSM to standardize support across IT and operations, Averda selected Freshservice by Freshworks.

Freshworks implemented Freshservice with a seamless migration and quick rollout across Averda’s GCC and Africa offices, enabling use across IT and non‑IT teams via a customizable portal and service catalog. The solution onboarded 47 agents, drove cross-functional adoption (including HR and multiple IT teams), and achieved 80% employee adoption, delivering a single branded one-stop shop for all support requests.

Averda

Zenon Oratis

Senior IT Manager