Case Study: Serimax achieves 50% reduction in incident tickets in 9 months with Freshworks' Freshservice

Serimax Sees a 50% Reduction of Incident Tickets in Just 9 Months

Serimax, a Vallourec subsidiary providing welding solutions across 20+ countries, was struggling with fragmented tools (Domino, Excel) that prevented tracking performance and CSAT and made coordination between centers difficult. Seeking a cloud-based ITSM to streamline workflows, Serimax turned to Freshworks’ Freshservice to replace multiple tools and enable consistent tracking of KPIs and SLAs.

After evaluating Zendesk and LanDesk, Serimax implemented Freshservice from Freshworks, consolidating IT and General Services into one intuitive, cloud-accessible platform with built-in reporting and a service catalog. The Freshworks solution cut incident tickets by 50% in nine months, reduced average first response time by 15% and average response time by 30%, and simplified KPI collection and daily ticket management.

Serimax

Marie-Alice Calando

IT Operations Director