Breaking IT support bottlenecks to improve EX

At Freshworks, we know the potential of our products, but seeing customers take it to new heights reminds us why our work is important. 

Consider how IT is one of the biggest drivers of employee experience, and EX is what determines whether a company thrives or struggles. Yet many mid-market companies have viewed this function as a cost center—something to be optimized, streamlined, and kept lean—rather than a business value driver. 

At Qualfon, a global business process outsourcing provider with 16,000 employees, the IT team was drowning in inefficiencies. They had a legacy platform that couldn’t scale, a frustrating ticketing process that left employees stuck, and resolution times stretching to 16 hours as more than 10,000 tickets flowed in each month. With their legacy platform, IT teams spent more time managing broken processes than actually solving problems.

In 2022, Qualfon looked for a modern ITSM platform that could automate workflows and improve the experience for employees and IT. In partnership, we implemented Freshservice and worked closely with their IT team to uncomplicate workflows, streamline approvals, and introduce automations. The goal wasn’t just to improve efficiency—it was to upgrade operations and unlock scalability across the organization.

The result? 97% of tickets are now resolved in a single interaction. Employee satisfaction has skyrocketed, and leadership is rolling out Freshservice to teams beyond IT—including Payroll, Finance, and HR.

Read more in the full case study.