Freshworks > 实例探究 > 改进 IT 服务交付：C&K 与 Freshservice 的成功故事

改进 IT 服务交付：C&K 与 Freshservice 的成功故事

技术

网络安全和隐私 - 身份认证管理
平台即服务 (PaaS) - 应用开发平台

适用行业

教育
电信

用例

库存管理
时间敏感网络

服务

系统集成

关于客户

C&K 是澳大利亚一家提供幼儿教育和儿童保育的非营利组织。他们在昆士兰州拥有 350 多个中心。

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挑战

C&K 面临着缺乏可见性、流程乏味、手动升级以及无法跟踪电子邮件等挑战。

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解决方案

C&K 实施了 Freshservice，这是一种基于云且符合 ITIL 的 IT 服务台解决方案，以应对他们的挑战。

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运营影响

The implementation of Freshservice brought a new level of transparency to C&K. The system's multi-channel support and unified platform enabled employees to raise tickets more efficiently, and agents could respond and resolve tickets on a single platform. The automatic assignment and escalation of tickets to the right groups improved the organization's efficiency and reduced confusion. The system's ability to prioritize tickets based on urgency and map relationships to dependencies helped streamline operations. The automation of the request fulfillment process eliminated errors and reduced the agent workload, freeing them from redundant tasks. The user-friendly portal made it easier for users to raise and receive requests, improving the overall user experience.

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数量效益

The first response time at C&K reduced from 12 to 2 business hours with Freshservice.
C&K saved 45 minutes per transaction by using the service catalog, workflow automation, and online approval forms.
The ticket resolution time dropped by 30% with automated assignment and escalations.

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