Kempele Municipality delivers better citizen services
The customers were frustrated as the service tickets seemed to be buried in the system without any responses, and our staff had no visibility to monitor them.
Business challenge
Limited ticket tracking capabilities in the incumbent system
Lack of visibility in monitoring service tickets
Business outcome
Easy-to-use service management solution
Improved employee satisfaction
Simplified order management with service catalog
About the company
Kempele is a highly growth-oriented municipality in the Oulu region with nearly 20,000 residents. Chief Information Officer Pasi Takalo and his team are responsible for operating its IT services. Rapid growth places demands on the municipality's IT environment, which currently consists of 2,000 workstations.
The challenge
The municipality of Kempele was using a legacy issue-tracking system that buried service requests without responding to them or providing solutions. Lacking visibility, monitoring the service tickets had become cumbersome, creating frustrating experiences for customers and the IT organization itself. This led the municipality to search for a simple, straightforward service management tool with strong reporting capabilities to fit their business requirements.
The solution
When the municipality looked for alternative solutions, it came across Freshservice. Its user-friendly interface, versatile reporting features, and straightforward setup made implementation quick and seamless. With the help of the Finnish partner found in Freshworks' extensive partner network, the municipality of Kempele got the right tool to support its helpdesk operations.
We have always found a good expert to help us. The first partner helped us implement Freshservice smoothly, and now with our new partner, we will go through our wishes and targets of development.
Pasi Takalo
Chief Information Officer
The impact
With the implementation of Freshservice municipality of Kempele and its IT administration has received a lot of positive feedback for improving its processes. In addition to the ticketing system, the municipality introduced a set of forms related to employment relationships. These forms facilitate the work of supervisors, enabling them to use the same form to order everything an employee needs, such as equipment, phones, various credentials, etc. Also, details concerning changes to or terminating an employment relationship are recorded using a form. Freshservice allows the supervisor to monitor the processing of the form. "In addition to regular support requests, we have significantly invested in forms that enable us to process, for instance, access requests in our systems and orders for equipment," notes Takalo. "Freshservice comes with an integrated and easy design tool that enables you to quickly create customized forms."
The Kempele municipality's IT environment is under active development, with digital services available and in use by the residents. While originally acquired for IT service management, the Kempele municipality plans to implement Freshservice more extensively to enhance the management of all municipal services in the long run. The municipality's next Freshworks solution is to implement Freshcaller. The existing model of operation, based on using a telephone and a standard telephone subscription, does not record the number and content of phone calls.
We are looking forward to seeing how the functionalities in Freshcaller facilitate our work and provide more visibility to customer communications,
Pasi Takalo
Chief Information Officer
The municipality of Kempele has created a clear IT management roadmap, which not only increases productivity and transparency but naturally also requires a lot of time from the IT organization, whose members have not yet had the chance to go as deeply into analytics and reporting as they would prefer.
We use Freshservice tools for analytics and reporting, and over the past year, the company has invested a lot in their product development. The contents of the reports have been modified and become more diverse, and we will now focus on familiarizing ourselves with them,
Pasi Takalo
Chief Information Officer
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