New Freshworks case study: Carrefour Belgium
At ‘warp speed,’ the top retailer reins in 15 helpdesks with Freshservice
Catering to over 700,000 customers each year—or 80% of Belgian households—Carrefour Belgium sells everything from TVs to clothes to food through its outlets.
A team of 350 agents managed support, juggling tasks between as many as 15 fragmented helpdesks. The legacy IT service management tool, BMC Remedy, wasn’t up to the task, and a digital transformation plan that involved unifying the helpdesks wouldn’t happen fast enough.
“I got five binders full of processes that we were going to implement,” recalls Stijn Stabel, CTO of Carrefour Belgium. “We would have all retired before we got that done.”
In less than four months, eight of the helpdesks moved to Freshservice. Carrefour Belgium also turned to Freshservice for enterprise service management, retail store support, logistics management, data management, and forecasting and replenishment.
“Our Freshservice implementation has really been a success story,” says Stabel. “It allows us to delight users with a single, unified experience.”
Read more in the Carrefour Belgium case study: “At ‘warp speed,’ Carrefour Belgium’s 15 helpdesks come together.”
