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Freshworks > 实例探究 > IT 运营转型:猎豹数字凭借 Freshservice 取得成功
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Cheetah Digital's Transformation: Enhancing ESM with Freshservice

技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
  • 设备与机械
  • 金融与保险
用例
  • 租赁金融自动化
  • 物料搬运自动化
服务
  • 系统集成
挑战
当猎豹数字从 Experian 分拆后,IT 运营需要重新构想并高效简化。 IT 团队面临客服人员不足以及需要新的票务系统等挑战。
关于客户
Cheetah Digital 是一家为现代营销人员提供跨渠道客户互动解决方案的提供商。它们帮助品牌增加收入,建立持久的客户关系,并在整个客户生命周期中提供独特的价值交换。
解决方案
Cheetah Digital 采用 Freshservice 作为其 ITSM 解决方案,从而提高了效率和与用户的互动。 Freshservice 的先进自动化功能和无缝集成帮助 IT 团队以更智能的方式处理不断增长的 IT 请求量。
运营影响
  • The implementation of Freshservice transformed Cheetah Digital's IT operations, improving efficiency and user engagement. The solution's advanced automation features and seamless integrations enabled the IT team to handle the growing volume of IT requests in a smarter way. The Service Catalogue feature took mundane operations off the agents’ plate, while the Freddy AI tool helped agents fill in mandatory fields more quickly. The employee onboarding module streamlined the process of gathering key information from new hires, and the integration with Slack ensured immediate ticket notifications. The 'Walk-up' ticket template helped the IT team accurately track the complexity of the tasks carried out. The flexibility of Freshservice also allowed the team to customize fields and capture richer data. The solution's success is evident in the high user adoption rates and employee satisfaction scores.

数量效益
  • 34% increase in user adoption of portal within 1 year

  • 95% Employee satisfaction rate

  • 1-hour Ticket response time

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