Freshworks > 实例探究 > 无缝协作和知识共享:阿德莱德市议会在 Freshservice 方面取得的成功

无缝协作和知识共享:阿德莱德市议会在 Freshservice 方面取得的成功

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技术
  • 网络与连接 - 5G
  • 机器人 - 协作机器人
适用行业
  • 水泥
  • 城市与自治市
适用功能
  • 物流运输
  • 采购
用例
  • 施工管理
  • 基础设施检查
服务
  • 系统集成
关于客户
查尔斯特市、马里恩市和阿德莱德恩菲尔德港这三个市议会建立了合作伙伴关系,为各自的社区执行项目。这些委员会的 IT 团队负责确保项目的无缝执行和交付。
挑战
阿德莱德的三个市议会面临着议会之间缺乏整合、跨团队沟通效率低下以及遗留 IT 服务台老化等挑战。
解决方案
这些委员会实施了 Freshservice(一种 ITSM 软件),以实现 IT 服务台设置的现代化并促进协作。 Freshservice 为员工提供了一个简单的界面,通过自动化和自助服务选项减少了代理工作量,并实现了跨理事会协作。
运营影响
  • Freshservice has effectively transformed the Service Desk experience at the councils of CCS, COM, and PAE. Employees can now easily raise requests and track the status using Freshservice. The comprehensive knowledge base has helped employees easily find a resolution to many of their queries without having to contact IT. This has resulted in a reduction in walk-ups and a 10% drop in phone calls to the IT team. Agents can easily triage, allocate and monitor incoming requests through a consistent dashboard. Since the workflows are the same, employees across each of the councils can effortlessly work within the systems of other councils. Operating out of Freshservice has helped the councils share resources when the need arises. If an employee in one council has expertise in a specific area, they can easily jump in and help an employee from another council on the task. IT teams across the councils can now review and resolve tickets regardless of which council they belong to. This has facilitated greater knowledge sharing across the teams.

数量效益
  • 1500 IT assets migrated

  • 10% drop in phone calls

  • Over 1000 tickets raised in a month

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