Katz Media Group Enhances ITSM Processes with Freshworks During COVID-19

The implementation of Freshservice has brought about significant operational and customer experience improvements for Katz Media Group. The availability of a support portal, enhanced automation, and workflow approvals have significantly improved the company's overall efficiency and productivity levels. Freshservice has also enhanced knowledge management and improved resource management in terms of people's time. The change management module, along with the ease and speed of configuration, is also helping in continuous improvement. The benefits of the cloud-delivery model, such as simple, subscription-based pricing, no local hosting infrastructure to buy and manage, ease of implementation and upgrades, and enterprise-grade scalability and security, have been realized. All these improvements have led to a potentially lower total cost of ownership (TCO) than an on-premise solution, especially during the COVID-19 outbreak, ultimately serving stakeholders more quickly.

Supports 70 agents and 1300 end-users a month

Phone call volume has dropped to just 20% of their overall incoming requests

Real-time metrics such as incident volumes, resolution times, and customer satisfaction are regularly reviewed and published