C&K Enhances Business Processes and IT Alignment with Freshservice

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.

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.