Case Study: How We Helped Trident Energy Streamline IT Operations with Freshservice
Trident Energy, a global leader in the energy sector, faced a growing challenge: their IT operations were struggling to keep pace with the demands of a rapidly expanding business. With increasing ticket volumes, siloed systems, and manual processes bogging down efficiency, their IT team knew they needed a smarter, more scalable solution. That’s when they turned to Freshservice.
The Challenge
High Ticket Volume: Trident Energy’s IT team was overwhelmed with incoming tickets, leading to delayed resolutions and frustrated employees.
Manual Processes: Processes like ticket assignments, approvals, and reporting relied heavily on manual intervention, increasing the risk of errors.
Limited Visibility: The lack of centralized reporting made it difficult for leadership to track IT performance and identify areas for improvement.
Scaling Issues: As the company expanded, its existing ITSM tool struggled to support new locations and teams efficiently.
The Solution After evaluating several ITSM tools, Trident Energy chose Freshservice for its ease of use, powerful automation, and scalability. Here’s how we helped them transform their IT operations:
Automating Workflows: We implemented Freshservice’s Workflow Automator to streamline ticket assignments, prioritization, and escalation. This reduced manual work and ensured tickets reached the right teams quickly.
Centralized Self-Service Portal: Freshservice’s self-service portal empowered Trident Energy’s employees to resolve common issues on their own, significantly reducing ticket volume.
Real-Time Reporting: Customizable dashboards and real-time analytics gave Trident Energy’s leadership instant visibility into IT performance, helping them make data-driven decisions.
Scalable Architecture: Freshservice’s cloud-based platform easily supported Trident Energy’s growing operations, enabling seamless onboarding of new teams and locations.
The Results By partnering with Freshservice, Trident Energy achieved remarkable improvements in their IT operations:
35% Reduction in Ticket Resolution Time: Automating ticket workflows reduced delays and improved employee satisfaction.
25% Decrease in Ticket Volume: The self-service portal empowered employees to solve issues independently.
Improved SLA Compliance: Real-time tracking ensured that SLAs were met consistently, enhancing service reliability.
Increased Operational Efficiency: With automated processes and centralized reporting, the IT team could focus on strategic initiatives rather than repetitive tasks.
Key Takeaways
Automation Drives Efficiency: Automating repetitive tasks can free up valuable time for IT teams to focus on high-impact projects.
Empowering Users Reduces Workload: A well-designed self-service portal can significantly cut down on ticket volume while improving user satisfaction.
Data-Driven Decisions Improve Outcomes: Real-time analytics enable IT leaders to identify trends, address issues proactively, and continuously optimize performance.
Conclusion Trident Energy’s partnership with Freshservice transformed their IT operations, enabling them to scale effortlessly and deliver exceptional service across the organization. Whether you’re managing a small IT team or a global enterprise, Freshservice can help you achieve similar results.
Ready to see how Freshservice can make a difference for your business? Contact us today for a free demo or consultation.