Case Study: TCSI-DIGIBÉRIA achieves 500% ticket-management increase and improved SLA performance with Freshworks (Freshservice)

Tcsi Digibéria Manages 500% Increase in Tickets Efficiently With Freshservice

TCSI-DIGIBÉRIA, an IT integration company in Portugal with a 40-person support organization, needed a simpler, more reliable ITSM solution to record and prioritize service requests and consistently meet SLAs after their PHC ERP tool proved inadequate. After evaluating several platforms, TCSI-DIGIBÉRIA selected Freshworks’ Freshservice to streamline service desk operations and strengthen customer confidence.

Freshworks deployed Freshservice across 34 daily users, leveraging incident/change/problem management, automation rules, mobile app access, APIs and reporting dashboards to route tickets, enable field agents to log work on the move, and integrate with existing systems. As a result, TCSI-DIGIBÉRIA increased tickets managed from 300 to 1,500 (a 500% rise) while maintaining SLA commitments, improving response times, productivity and transparency for customers.

TCSI-DIGIBÉRIA

Joao Faria

Support & Service Manager