Case Study: OfficeMax achieves 97.1% SLA adherence and 91.3% customer satisfaction with Freshworks' Freshservice

Freshservice Helps Officemax Deliver Measurable, Efficient, Customer Centric and Itil Aligned It Service

OfficeMax, a leading Australian workplace solutions retailer, faced fragmented and inefficient IT service delivery: an ageing SharePoint ticketing system, lack of transparency across IT teams, no self-service portal, weak reporting and difficulty measuring SLA compliance, leaving IT users unhappy and resources under‑optimised. To remedy this the company chose Freshworks and its ITSM product Freshservice to implement an ITIL‑aligned service platform.

Freshworks deployed Freshservice across OfficeMax’s Australia and New Zealand operations—delivering a single interface for requests, knowledge‑base suggestions, better reporting and improved collaboration via a hybrid waterfall‑agile rollout. The implementation lifted SLA adherence to 97.1%, First Call Resolution to 88.7% and customer satisfaction to 91.3%, enabling faster, measurable and more customer‑centric IT service.

OfficeMax

Joseph Orquejo

eBusiness & IT Service Delivery Manager