Redefining IT Support for Big Food Companies

Today’s businesses have increasingly relied on the efficiency of their internal systems, and the role of IT service management has become even more crucial.

CDO Foodsphere, a major food manufacturing company in the Philippines, recently found a solution to streamline their IT services and improve employee satisfaction by deploying Freshservice, a product of Freshworks Inc.

CDO Foodsphere, serving millions of customers, has around 5,000 employees. The company expanded its IT staff to 50 to support this large team. However, traditional support channels like email and phone needed to be updated and more effective. The company sought a more modern, self-service solution to replace these channels, thereby providing a better experience to its employees.

Enter Freshservice, a right-sized IT service management software that proved to be a perfect fit for CDO's IT team. "Freshservice was extremely easy for us to set up. We got up and running in a matter of a few weeks," said Raymond Canilao, knowledge management lead at CDO Foodsphere. "We were quickly able to get value for our investment in Freshworks."

Freshservice was implemented in stages, with key modules like incident management, equipped with defined SLAs, set up in weeks. This ensured that CDO Foodsphere, a consumer-focused brand, faced no interruption in service to their employees during the transition phase. In 12-16 weeks, the company's IT system moved to the cloud, improving employee access to IT support.

The employees' response to Freshservice has been enthusiastic, with Canilao stating that the intuitive user interface (UI) and user-friendly design allowed employees to easily submit and approve requests. Also, the service catalog provided an e-commerce-like experience that employees found appealing.

Thanks to a host of features, including a knowledge base, virtual agent functionality, workflow automation, automatic ticket assignment, alert integration, and asset discovery, Freshservice has been pivotal in streamlining IT service delivery. This has led to reduced response times and provided a personalized user experience.

Following the implementation of Freshservice, CDO Foodsphere's IT team reported impressive results - a first response rate of 94.59% (within 30 minutes), a resolution SLA of 98.84%, and a satisfaction rating of 99.67%, indicating an almost perfect employee experience.

Freshworks strives to deliver software that people actually love to use. Our right-sized IT service management solution, empowers the IT managers that deliver incredible employee experiences. We believe empowered employees drive better business outcomes, and we're thrilled to help CDO do that," said Simon Ma, director and regional manager of Freshworks ASEAN.

Image credit: iStockphoto/metamorworks