Case Study: BAM Belgium builds centralized support and handles 25% more tickets with Freshworks (Freshservice)

Bam Belgium Builds a Centralized Support Process With Freshservice

BAM Belgium, the Belgian arm of Royal BAM Group with over 2,100 employees and a €1 billion turnover, faced fragmented IT support after merging five separate IT teams. Without a unified ITSM tool, the company struggled with email-based processes, an unresolved ticket backlog, no reporting or workload tracking, and inconsistent support across regional offices. To address this, BAM Belgium selected Freshworks’ cloud ITSM product Freshservice for its ease of use, ITIL alignment, and low maintenance.

Freshworks implemented Freshservice across first-line support and then the full agent team, enabling incident, asset and change management plus Discovery Probe for automated asset updates. The Freshworks solution gave BAM Belgium clear workload reporting, allowed the team to expand based on data, improved cross-team collaboration, and boosted operational performance — handling 25% more tickets and maintaining a 76% SLA while ensuring tickets are resolved even if SLAs are missed.

BAM Belgium

Pieter Thewis

Director of IT Operations