Case Study: Mipsmedia achieves greater team collaboration and faster IT resolution with Freshworks’ Freshservice

Mipsmedia Sees Greater Team Collaboration and Saves Time With Freshservice

Mipsmedia, a Belgium-based ICT consulting and management firm serving small and medium organizations, needed a modern, cloud-capable ITSM tool after struggling with a difficult-to-use, on-premise solution (ConnectWise). To simplify and improve its internal IT support, Mipsmedia selected Freshworks’ Freshservice for its intuitive UI, ITIL-aligned modules, automation, and integrations.

Freshworks implemented Freshservice’s cloud service desk with ticketing, automations (Supervisor, Dispatch’r), Scheduler, and Box integration, plus connectors for LogMeIn Rescue, Google Calendar, Dropbox and QuickBooks. As a result, Mipsmedia saw increased operational efficiency, quicker resolution times, a 71% SLA rating, over 50% of redundant tickets handled by automation, reduced IT overheads, and improved collaboration and time savings for its three-agent team.

Mipsmedia