Qualfon’s new ITSM earns 97% user satisfaction

In 2022, Qualfon turned to Freshworks’ modern ITSM solution to help streamline workflows, leveraging its robust automation capabilities. It was easy to implement. “We wanted to give both our employees and our IT support the best tools possible, and that's what we’ve done with Freshservice,” says John Batchelor, vice president of IT operations. 

Since launching Freshservice in July 2022, resolution time on the IT service desk’s more than 10,000 monthly tickets has been slashed from 16 hours to 4 hours—a 75% efficiency boost. The team now boasts a 97% first-call resolution rate, meaning nearly all support tickets are resolved in a single interaction, and best of all, the company has achieved a 97% end-user satisfaction score. 

The company

Founded in 1995, Qualfon is a global business process outsourcing (BPO) services provider that offers full-service customer lifecycle management for marketing operations, back office, and contact centers. Today, its more than 16,000 employees provide BPO services in Canada, Costa Rica, Guyana, India, Mexico, the Phillippines, and the United States. 

The challenge

Before turning to Freshservice, built on Neo Platform and powered by AWS, Qualfon relied on an antiquated IT service management tool from Ivanti, which Batchelor describes as a “relic of the past.” It was difficult for agents, administrators, and end users to use. For the IT support team, it created major productivity bottlenecks that slowed ticket resolution time to 16 hours on average.

Ivanti’s platform offered no built-in approval process, so the team had to manually track approvals with another system. Administrators who sought to add features to the platform found it took weeks for the vendor fulfill even a simple request. End users were equally frustrated, not just by glacial resolution times, but by the tool’s clunky interface which made submitting a ticket a laborious process.

The solution

After an exhaustive two-year search for a new ITSM platform, Qualfon turned to Freshservice in 2022, impressed by its streamlined workflows, easy-to-use interfaces, and robust automation capabilities. Qualfon also recognized Freshworks as a company committed to innovation, evinced by its release of new product features every quarter.

Implementation in July 2022 was “a great experience,” Batchelor recalls. “We're a very difficult organization, but Freshworks was able to work with us and get the requirements from different stakeholders to help us implement easily.” It went so smoothly that the IT team even was able to roll out the product out sooner than planned. Initially, 300 service desk agents deployed the platform, scaling up to 340 full-time users and 200 more IT employees who use the platform part-time as needed.

Freshservice’s analytics features have also given the company powerful insights into the efficiency of its workflows. Not only does the tool offer built-in analytic reports and dashboards, it can also export that data into Power BI for executives to generate custom dashboards for deeper dives. 

Seamless integration to apps such as Azure, PowerShell, and Entra ID has further boosted agents’ efficiency. For administrators, Freshservice has streamlined approval workflows, reducing the need for manual intervention. 

Impact

Thanks to Freshservice’s automated features, the IT service desk team now resolves 97% of tickets during an end user’s first interaction. All told, Freshservice has slashed resolution times on average for level one tickets to one hour and level two tickets to four hours. Response time for the IT service desk’s more than 10,000 monthly tickets has been slashed from 16 hours to 4 hours—a 75% efficiency boost. 

End users’ reactions to these improvements have been overwhelmingly positive. After each ticket is closed, the end user receives an email survey for feedback. Today, a whopping 97% report that they are satisfied.  

Among Qualfon’s leadership, the IT team’s success with Freshservice has not gone unnoticed. The company has been gradually rolling out the platform to other teams including payroll, facilities, finance, marketing support, and human resources.