Industrial conglomerate Dangote Group has deployed Freshservice, a new cloud-based services desk software to unify information technology (IT) service management across its 19 subsidiaries, and modernising other business function
Freshservice and IT Services Management software by Freshworks Inc streamlines workflow management and improves response time by 38 per cent per year.
The initiative is in line with Dangote's aim to allow more than 150 IT support agents to streamline workflow management for more than 10,000 employees across its 19 subsidiaries and enabling them to seamlessly work across geographies.
The integration service by Freshwork offers a host of ITIL – aligned features, workflow automation, and powerful analytics – all accessible through a clean intuitive interface. Freshservices provides improved operational efficiencies and effectiveness as well as streamline compliance. The integration is supported by AI-powered self-service, a mobile app that solves IT issues whenever and wherever they occur.
Saurabh Prabhuzantye, head of business for MENA, Freshworks said, “With the changing business needs of diversified conglomerates, there is an urgent need for agile software that can effectively manage complex business requirements at scale.’’
Under the Freshservice’s implementation, average response time reduced from 7.5 mins in 2017 to 5.4 mins in 2018 – which is 38 per cent improvement in the average response time.
Prasanna K Burri, Group CIO, The Dangote Group, explained, “With Freshservice we knew we had an opportunity to undergo a complete transformation of our IT service management, to add more value to our business by improving productivity at all levels.”
Freshworks Inc provides customer engagement software to businesses of all sizes including customer support, sales and marketing.
