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Freshworks > Case Studies > Logisfashion Enhances Operational Efficiency with Freshservice's IT Solution
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Logisfashion Enhances Operational Efficiency with Freshservice's IT Solution

Applicable Industries
  • E-Commerce
Use Cases
  • Supply Chain Visibility
  • Time Sensitive Networking
Services
  • System Integration
The Challenge

Logisfashion, a multinational logistics operator specializing in intralogistics for the fashion industry and e-commerce, was facing challenges due to its rapid global expansion and growing IT maturity. The company needed a consolidated system that could capture incidents, identify problems, and initiate changes from a single platform. With over 1200 employees worldwide, the IT team was inundated with countless IT requests and support queries. Ensuring timely allocation and resolution of support tickets was a key priority. Additionally, Logisfashion sought to improve process consistencies and end-to-end visibility to enhance user experience and customer satisfaction. They aimed to streamline workflows, speed up incident resolution times, and implement a robust root-cause analysis to meet new business requirements. The company was in search of an IT service desk that offered ease of deployment, a robust ITSM solution, better resolution time, workflow automation, and real-time insights through reports and analytics.

About The Customer

Logisfashion is a multinational logistics operator that specializes in intralogistics for the fashion industry and e-commerce. The company was founded in 1996 and currently operates from 22 centres throughout Europe, America, and Asia. Logisfashion serves some of the leading global brands, including Tommy Hilfiger, Calvin Klein, Pepe Jeans, Swarovski, and many more. With over 1200 employees worldwide, the company has been rapidly expanding globally and has been growing in IT maturity. They needed a consolidated system to streamline IT processes, improve process consistencies, and enhance user experience and customer satisfaction.

The Solution

Logisfashion found the solution they were looking for in Freshservice, an ITIL-aligned solution. The IT team was able to get up and running with Freshservice in a few hours, and onboarding was straightforward for their agents. With built-in problem, change, and release management modules, Logisfashion was able to achieve process consistencies, visibility, and simplified IT processes. Agents could link multiple incidents to a problem and initiate change without leaving the system. They could visually track the change through its lifecycle, and Freshservice provided governance during the change implementation. Freshservice empowered IT agents to deliver value to the organization by automating mundane processes. The solution's operational excellence and scalability, complete portal customizability, and ability to deliver a modern e-commerce experience with a service catalogue were key advantages. The IT team could make smart decisions using KPIs and CSAT metrics, and the APIs offered by Freshservice, particularly the integration with PowerBI for business analytics, made the reporting experience seamless.

Operational Impact

  • The implementation of Freshservice's IT solution significantly improved operational efficiency at Logisfashion. The IT team was empowered to deliver value to the organization by automating mundane processes, which in turn improved operational productivity and team efficiency. The solution's complete portal customizability allowed it to match Logisfashion's branding, delivering a modern e-commerce experience with a service catalogue. The IT team was able to make smart decisions using KPIs and CSAT metrics, which encouraged them to further improve operational productivity. The robust integration and migration of data from Freshservice into PowerBI, a critical third-party service, made the reporting experience seamless and greatly assisted Logisfashion with business analytics.

Quantitative Benefit

  • 99.8% SLAs

  • 15 minutes Level 1 support

  • Rapid deployment and onboarding of the IT team with Freshservice

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