- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Robotic Process Automation (RPA)
- Electrical Grids
- Utilities
- Maintenance
- Sales & Marketing
- Advanced Metering Infrastructure
- Inventory Management
- System Integration
Conlog (Pty) Ltd is a worldwide leader in smart metering with over 30 years of experience. The company provides metering solutions to utilities, municipalities, and property management companies in South Africa, South America, the Middle East, and Africa. Conlog's innovation in smart metering assists customers with revenue management, revenue protection, load management, and demand management. Established in 1965, Conlog operates across over 4 continents and 20 countries, with a strong focus on big data analytics and smart city solutions. Over 70 utilities use Conlog metering solutions, along with thousands of vending units and over 400 revenue management systems installed internationally and locally.
Conlog, a global leader in smart metering, was facing challenges with its existing IT Service Management system. The legacy platform was becoming a bottleneck due to escalating licensing and customization fees, non-user-friendly interfaces, and a lack of workflow automation. The IT services team at Conlog was in search of a flexible solution that would enhance service efficiency, allow the creation of new fields on mandatory information, support contact creation, incident/service creation, and provide a summary description. They also needed a system that could easily add tasks to a service request, offer customization for the description, category, and product fields, and support a fully integrated workflow escalation process. In essence, Conlog was seeking an ITSM solution that would digitally transform its IT service landscape.
After thorough due diligence, Conlog decided to implement Freshservice, Freshworks' ITSM suite, to modernize the organization’s IT services. Freshservice provided the agility, scalability, zero maintenance, and overhead challenges that Conlog was looking for. It also offered value for money and was easy to deploy with out of the box integration. With Freshservice, Conlog was able to define organization-wide ITSM processes and policies. They configured semantics for ticket inflow via several channels and executed the creation of request forms, categories, and new users conveniently. The workflow automation capability allowed agents to curate automated responses at different stages of the ticket management process, reducing the number of follow-up calls. Monitoring, tracking, auditing, and solving incidents or service requests from users became easier, leading to increased user adoption and adherence to Service Level Agreements (SLAs).
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