Streamlining IT service management

Customer experience organisation Probe CX is saving over 400 hours each month — the annual work of nearly three full-time employees — as a result of using workflow automation.

The company employs over 18,000 staff and onboards approximately 500 more each month. It receives between 6500 and 8000 IT tickets each month, with just 20 service-desk IT staff to support the entire business. Leveraging a highly customisable, user-friendly solution to central IT operations was crucial.

Committed to doing things better, Probe CX selected Freshworks’ cloud-based IT service management (ITSM) software, Freshservice, to automate and simplify workflows, delivering streamlined outcomes for employees and clients.

Using the solution, 30% of employee IT requests have been automated, saving an average of five minutes per ticket, or 200 hours per month. The employee onboarding process has also been entirely automated, requiring a ‘zero touch’ approach from IT and operations. This saves Probe CX an additional 200 hours per month, resulting in combined average savings of over 400 hours per month.

Prior to implementing Freshservice in 2018, Probe CX offered IT support to its then 1500 employees through an internal ticketing system. Having grown 10-fold since, the company has been supported through three mergers and acquisitions and continues to serve as a single repository for all IT service requests.

“We were looking for a partner that could provide us with seamless experiences, the capacity to handle large volumes of issues when needed and an easy-to-use platform. Freshworks had recently launched Freshservice and it met all our needs from day one. From start to finish, any problem we encounter is managed through Freshworks as we customise the platform to fit Probe CX’s specific needs,” said Rohan Khanna, Chief Technology Officer at Probe CX.

Image credit: iStock.com/Khanchit Khirisutchalual