Freshservice

"Veeva’s customer satisfaction rating is 97% with Freshservice. The teams love that the stats show happy internal customers. It’s a ‘pride’ thing – they chose these careers because they want to solve problems and Freshservice helps them do that. The positive feedback keeps them going, and motivates them to keep trying to be better than before."

“Earlier we received service requests through phone calls and emails. With Freshservice, we have created a structured process for raising service requests which requires the user to visit the portal and submit their ticket."

“Alert management is a game changer for us! Before Alert Management, we used to get four to five emails as soon as an issue crops up , and every alert would be logged as a ticket. Our team will have to correlate the alerts together and act accordingly. Our biggest benefit from Alert Management is that we completely got rid of the redundant emails as Freshservice groups similar alerts together and creates one single incident for it. Freshservice has tied alert and incident management systems together and has helped us create a seamless process that automatically logs an incident when there is a critical issue. And, any agent who is working on the incident can automatically track it back to the alert. This has totally stopped us from manually creating incidents in the service desk. Now that we’ve got it, it is hard to live without it.”