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Freshworks > 实例探究 > 布拉克内尔森林委员会通过 Freshservice 增强服务交付

Bracknell Forest Council Boosts Self-Service Usage by 76% with Freshservice

技术

功能应用 - 企业资产管理系统 (EAM)

适用行业

教育
电信

适用功能

销售与市场营销

用例

资产生命周期管理
资产跟踪

服务

系统集成
培训

挑战

布拉克内尔森林委员会面临着自动化程度差、定制化程度高、IT 团队环境有限以及没有自助服务功能等挑战。

关于客户

布拉克内尔森林委员会是英格兰伯克郡布拉克内尔森林的地方当局，为该地区的地方当局提供各种服务。

解决方案

布拉克内尔森林委员会实施了 Freshservice，这是一种集中式 IT 服务台解决方案，以应对他们的挑战。

运营影响

The implementation of Freshservice has significantly improved the operational efficiency of Bracknell Forest Council. The intuitive self-service portal has allowed employees to opt for their required services with ease, reducing the reliance on traditional channels such as phone calls. This has allowed the agents to focus on other areas of work. The ability to auto-assign incoming tickets to the right agent has reduced manual intervention and increased overall agent productivity. The IT team has also improved the way assets are discovered, tracked, and managed, allowing for easier identification of problematic assets and quicker repairs. The council is planning to further expand the use of Freshservice in the future.

数量效益

76% of the tickets are now raised via the self-service portal, reducing the number of phone calls for raising requests.
The council now meets 91% of SLAs with Freshservice.
The ability to auto-assign incoming tickets to the right agent reduced manual intervention and increased overall agent productivity.

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