COUNTRY FOCUS : THE PHILIPPINES
“ 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 .”
“ My first impression about Freshservice was that it was fresh . “ The user interface proved to be highly intuitive and user-friendly , enabling our employees to submit and approve requests with ease – even without undergoing extensive training .
My first impression about Freshservice was that it was fresh . The user interface proved to be highly intuitive and userfriendly , enabling our employees to submit and approve requests with ease .
The Freshservice implementation was carried out in phases and key modules such as incident management with defined SLAs were in place in a matter of weeks , making sure that a consumer-focussed brand like CDO did not face any interruption in service to their employees during the implementation phase .
Within a span of 12 – 16 weeks , the 45-year-old company ’ s IT system transitioned fully to the cloud and discovery have proven to be incredibly valuable in streamlining IT service delivery , reducing response times and providing a more personalized user experience . As a result of implementing Freshservice , the CDO IT team was able to provide a first response rate of 94.59 % ( within 30 minutes ) and 98.84 % resolution SLA . Moreover , the team received a made it easy and quick for employees to reach out to their IT team for support . satisfaction rating of 99.67 % – a near perfect employee experience .
CDO benefited from a comprehensive range of Freshservice features that were unavailable in the incumbent ’ s legacy system , including a knowledge base combined with Freshworks the virtual agent functionality that both enable employee self-service for answers .
Other features like workflow automation , automatic ticket assignment , alert integration and asset
“ 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 . p
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