Case Study: INCAE Business School achieves streamlined service management and reduced manual work with Freshworks' Freshservice

Incae Boosts Its Service Management Experience Across Admin, Hr, Facilities, Finance, Hospitality, and It With Freshservice

INCAE Business School, a private non‑profit multinational higher‑education organization in South America, faced fragmented service management with no ITSM platform, reliance on emails and spreadsheets, no performance insight, undocumented processes, inability to track incidents, and excessive manual effort. To modernize support across Admin, HR, Facilities, Finance, Hospitality, and IT, INCAE selected Freshworks’ Freshservice to standardize processes and improve service delivery.

Freshworks deployed Freshservice across multiple teams, using its simple UI, service catalog, mobile app, reporting, knowledge base, and integrations to centralize ticketing and automate workflows. The implementation produced a dramatic drop in manual work, faster assignment and reassignment of tickets, clearer accountability, a friendlier service culture, and increased customer feedback — significantly improving INCAE’s operational visibility and service delivery.

INCAE Business School

Juan Ramone Dorte

Social IT Director