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Profel remains firmly in control - despite the growing number of tickets
In the Profel Group, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factories operate reliably at all times....
Premier Foods speeds up ticket resolution by 50% with Freshservice
Premier Foods is one of the UK's biggest food manufacturing companies and employs over 4,000 people at 15 sites across Britain. The company is dedicated to making products from quality ingredients and sources them from British ...
An 11-step guide to boost customer service with Al-powered automation
According to Finances Online, 91% of customers who receive poor customer service leave without warning, and 47% of them switch brands. Swift support and seamless experiences are critical to keeping your customers happy, making ...
How to use AI to scale personalized customer service
Customers today want everything, everywhere, all at once-and the resolutions have to be fast, customized, and contextual. Personalized customer experiences are key to winning and delighting customers. Gartner confirms customers...
Unify campus services with right-sized ITSM
University IT teams providing service management are expected to do more with fewer resources. According to Fresh service Service Management Benchmark Report 2023, university IT teams take the longest time (Average Resolution T...
The Road to a World-Class Campus IT Experience
With the average 18-34-year-old college student owning around seven tech devices, redesigning your campus experience from just being "connected" to a "smart" environment is crucial to provide enhanced services. Beyond mere conn...
Campus-wide Service Management on a Single Platform
Our goal is to enhance the experience of your students, faculty, and staff. And streamline the ways in which they report issues and request services on campus. This document will provide a list of simple steps and resources you...
Maximize efficiency with right-sized ITSM
The advent of Industry 4.0 and the economic uncertainty have introduced new complexities to manufacturers' IT environment. Obsolete systems and insufficient automation impede digital transformation. Enhance IT experience acros...
State of Workplace Technology: AI in IT
IT teams can’t catch a break. They were on the front lines to implement massive investments in “digital transformation” over the last decade. We called on them again during the pandemic to help millions transition to remote wor...
The CIO and CTO Agenda for 2024 and Key Issues that IT Leaders Will Face
For the 2024 edition of The Hackett Group’s Technology Key Issues Study, leaders in business services finance, human resources (HR), information technology (IT), procurement, and global business services (GBS) were asked about ...