GC International Streamlines IT Support with Freshservice

GC International is a leading dental company that was established in 1921 in Japan. Over the past 100 years, the company has dedicated itself to the needs of dentists and their patients, aiming to become the leading dental company committed to realizing a healthy and long-living society. With over 3000 associates today, GC manufactures and distributes around 600 different products in over 100 countries worldwide through its European, American, and Asian operations. The company is currently in the process of rolling out SAP globally.

GC International, a leading dental company with operations in over 100 countries, was facing challenges in managing its IT support across multiple locations. The lack of a centralized IT support system led to a lack of synergy between different regions, making it difficult to get a holistic view of the situation. Additionally, the company was in the process of rolling out SAP globally, which created additional demands for IT support. The company needed a solution that could capture data from the moment a ticket is created until the problem is solved, providing a clear view of the types of problems users report. This was vital for process management and data retention.

GC International partnered with Freshworks in 2018 and started using Freshservice, a smart ITSM solution. Freshservice allowed GC to centralize its IT support, providing a holistic view of the situation across multiple locations. The tool also helped GC manage the additional demands created by the global rollout of SAP. Freshservice captures data from the moment a ticket is created until the problem is solved, providing a clear view of the types of problems users report. This has been vital for process management and data retention. GC International uses three different Freshservice instances for IT support to employees, support to digital customers, and for the HR department in the US. The company also offers first-line support from a European IT service centre to overcome challenges such as different time zones.

• The implementation of Freshservice has allowed GC International to centralize its IT support, providing a holistic view of the situation across multiple locations. This has improved the company's process management and data retention capabilities. The tool has also helped GC manage the additional demands created by the global rollout of SAP. The use of three different Freshservice instances has allowed the company to provide targeted support to different groups, including employees, digital customers, and the HR department in the US. The user-friendliness and advanced functionalities of the system have been appreciated by the IT team at GC.