Case Study: Conlog modernizes ITSM and boosts SLA tracking with Freshworks Freshservice

Conlog powers service desk capability with Freshworks’ cloud-delivered ITSM

Conlog, a global smart metering leader operating across 20 countries, needed to replace a legacy ITSM platform that was costly to maintain, lacked workflow automation, and offered no SLA tracking. The company turned to Freshworks and its Freshservice ITSM suite to modernize service desk operations and support a growing, distributed workforce.

With Freshworks’ Freshservice, Conlog centralized ticketing, automated workflows and escalations, improved SLA monitoring, and made service request management easier through customizable forms and dashboards. The results included stronger user adoption, better visibility and accountability, and ITIL Foundation V4 certification for the support team, while the platform also scaled beyond IT to other business functions across four continents.

Conlog

Bianca Gulston

Services Team Leader