Case Study: ISM e-Company achieves a 93% reduction in ticket backlogs with Freshworks' Freshservice

Ism Sees a 93% Reduction in Ticket Backlogs After Using Freshservice

ISM e-Company, a Netherlands-based e-commerce solutions provider, faced all-time high response times, huge ticket backlogs, laborious ticket creation, inability to track tickets, and ineffective support channels. To modernize IT service management, ISM e-Company selected Freshworks’ cloud-based, highly customizable Freshservice platform.

Freshworks implemented Freshservice across ISM’s IT and Facility Management teams (20 agents, 500 employees), focusing on incident management, SLAs, email ticketing, a service catalog, advanced reporting, and gamification. As a result, ISM achieved a 93% reduction in ticket backlogs, a 50% reduction in response time, a 2X increase in ticket volume, ~70% adoption and 80% customer satisfaction.

ISM e-Company

Uditha Wijesundara

IT Director