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Freshworks > 实例探究 > Conlog 通过 Freshworks 的云交付 ITSM 增强服务台功能
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Conlog's Digital Transformation with Freshworks' ITSM Suite

技术
  • 分析与建模 - 大数据分析
  • 分析与建模 - 机器人过程自动化 (RPA)
适用行业
  • 电网
  • 公用事业
适用功能
  • 维护
  • 销售与市场营销
用例
  • 高级计量架构 (AMI)
  • 库存管理
服务
  • 系统集成
挑战
Conlog 的旧版 IT 服务管理系统面临挑战,包括缺乏工作流程自动化、可扩展性和易用性。他们还缺乏 IT 服务 SLA。
关于客户
Conlog (Pty) Ltd 是智能计量解决方案的全球领导者,为南非、南美洲、中东和非洲的公用事业、市政当局和物业管理公司提供服务。他们拥有 30 多年的经验,专注于大数据分析和智慧城市解决方案。
解决方案
Conlog 决定实施 Freshworks 的 ITSM 套件 Freshservice,以实现 IT 服务现代化。 Freshservice 提供了敏捷性、可扩展性、零维护和开销挑战、物有所值以及通过开箱即用的集成轻松部署。
运营影响
  • The implementation of Freshservice has transformed the IT service landscape at Conlog. The IT Support team can now monitor SLAs and the different stages of incident and service requests more effectively. They can focus on streamlining processes and increasing visibility and accountability. The team has also created dashboards to monitor SLAs and the different stages of incident and service requests. The entire team is now ITIL Foundation V4 certified, thanks to Freshservice. Looking ahead, Conlog plans to enhance its customer service by leveraging the Freshworks Bots and Asset Management functionality. They are also planning to integrate Freshservice with Freshworks’ Project Management solution, Freshrelease, and increase the breadth of ticket log-in channels by integrating with Freshcaller and Freshchat. The solution will also be rolled out to other areas of the business such as facilities management.

数量效益
  • Conlog was able to define organization-wide ITSM processes and policies.

  • Workflow automation capability reduced the number of follow-up calls.

  • User adoption and adherence to Service Level Agreements (SLAs) increased drastically.

相关案例.

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