Motoroma revs up IT support for employees with Freshservice.
Queensland Australia car dealership network speeds up support with Freshservice, rolling out in less than a week.
The Freshservice mobile app has cut down a lot of time for us... Freshservice is a fantastic product that we’re happy to have chosen as our ITSM solution.
Business challenge
Cumbersome BMC software
Use of emails for support
Couldn’t track status
Difficulty collaborating
Business outcomes
Easy one-week rollout
Integrated asset, change, and problem management
Monthly instead of yearly asset billing with CMDB
Better visibility and IT workload management
Automotive
Australia
About Motorama
Motorama, Queensland’s largest automotive retailer, needed to scale their internal support processes to take care of their 512 employees. Spread across 18 different dealerships in Queensland, Motorama represents six of the world’s largest car manufacturers including Holden, Toyota, Mitsubishi, Kia, Nissan and Ford.
Goal
Prior to Freshservice, Motorama was using BMC Track-It!, which they found clunky and too slow to keep up with their growing needs. Motorama decided to look for an alternative to BMC with full ITSM capabilities. Upon considering Zendesk, they realized that it was too complex for their internal support needs. To complement their shift to a cloud-based infrastructure, and transformation to a platform-as-a-service model, Motorama decided to look for an easy-to-use, cloud-based and ITIL-aligned tool.
Solution we provided
It took Motorama less than a week to completely transition to Freshservice. Once the implementation was complete, they immediately implemented asset, problem and change management. Motorama’s IT team’s work predominantly involves the CMDB on account of them being responsible for the IT infrastructure of the organization. Prior to Freshservice, they were able to bill assets only annually, which led to inaccuracy. With more processes in place since Freshservice, Motorama is now able to do it on a monthly basis which allows the users to know if an asset is available for purchase.
Successes
According to Motorama, with Freshservice in place, the biggest benefit realized by the IT team as well as the employees is visibility into everyone’s IT needs. The team is able to encourage their users into raising tickets for their issues, which lets the agents get it to immediately and stay on top of them throughout its lifecycle. They’re now able to see who is working on what and prioritize issues accordingly.
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