Freshworks Case Studies Cater Care Enhances Employee Experience with Freshworks’ ITSM Suite

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	Cater Care Enhances Employee Experience with Freshworks’ ITSM Suite Freshworks

Cater Care Enhances Employee Experience with Freshworks’ ITSM Suite

Freshworks

Applicable Industries	Food & Beverage Transportation
Applicable Functions	Facility Management Procurement
Use Cases	Inventory Management Time Sensitive Networking
Services	Testing & Certification
Challenge	Cater Care, a leading Australian contract catering, accommodation, and facility management service provider, was facing significant challenges in managing its IT service delivery and HR processes. The company's internal support teams, including IT, Quality, Marketing, and HR, were in dire need of a robust ITSM solution to streamline processes and enhance collaboration. The IT team, without a prior ITSM solution, was struggling to manage IT-related requests and issues manually, which was hindering their ability to scale with the company's growth. Repetitive tasks were consuming most of the agents' time, leaving them unable to focus on tickets that required expertise. Similarly, the HR team was also facing difficulties in managing 200 tickets per month each, entirely over emails, without a proper ticketing solution. The lack of a reporting system resulted in poor SLA management and no feedback for performance improvements. The company was in urgent need of a powerful, centralized, and flexible solution to overcome the lack of coordination among teams and improve the way support functions interact with the front lines of the business. Read More
About Customer	Cater Care is a 100% Australian owned and operated company that is one of Australia's leading contract catering, accommodation, and facility management service providers. The company operates 207 sites, delivers 5,120 meals every day, and employs 2,456 team members across Australia. Cater Care is passionate about fresh, quality food and prides itself on providing the best hospitality and service to its customers and clients. The company defines its business by the quality of food it serves and the experience it provides to its clients and customers. Read More
Solution	In search of a flexible, agile ITSM solution to standardize their IT service delivery, Cater Care evaluated various ITSM solutions, including ServiceNow, Zendesk, and CentreStage. Eventually, they decided to implement Freshservice, Freshworks’ ITSM suite, due to its simplicity, power, and ease of use. Freshservice provided a robust solution that simplified Cater Care's IT operations. The implementation of Freshservice led to a significant reduction in average ticket resolution time, thereby increasing user satisfaction rates. It also provided visibility across all operations, making it easier for IT and HR specialists to navigate in a clear and visible process hierarchy. The IT team improved agent productivity by triaging incoming tickets, providing ML-powered suggestions and responses, and automating repetitive tasks with powerful workflow automation. Advanced reporting and analytics provided greater visibility into monitoring SLAs, KPIs, and tailored insights to quantify agent performance. The HR team also improved its productivity by streamlining and automating tactical employee lifecycle processes such as onboarding, off-boarding, transitions, role changes, relocations, and terminations. Read More Log in to view content
Contents

Applicable Industries

Food & Beverage

Transportation

Applicable Functions

Facility Management

Procurement

Use Cases

Inventory Management

Time Sensitive Networking

Services

Testing & Certification

Challenge

Cater Care, a leading Australian contract catering, accommodation, and facility management service provider, was facing significant challenges in managing its IT service delivery and HR processes. The company's internal support teams, including IT, Quality, Marketing, and HR, were in dire need of a robust ITSM solution to streamline processes and enhance collaboration. The IT team, without a prior ITSM solution, was struggling to manage IT-related requests and issues manually, which was hindering their ability to scale with the company's growth. Repetitive tasks were consuming most of the agents' time, leaving them unable to focus on tickets that required expertise. Similarly, the HR team was also facing difficulties in managing 200 tickets per month each, entirely over emails, without a proper ticketing solution. The lack of a reporting system resulted in poor SLA management and no feedback for performance improvements. The company was in urgent need of a powerful, centralized, and flexible solution to overcome the lack of coordination among teams and improve the way support functions interact with the front lines of the business.

About Customer

Cater Care is a 100% Australian owned and operated company that is one of Australia's leading contract catering, accommodation, and facility management service providers. The company operates 207 sites, delivers 5,120 meals every day, and employs 2,456 team members across Australia. Cater Care is passionate about fresh, quality food and prides itself on providing the best hospitality and service to its customers and clients. The company defines its business by the quality of food it serves and the experience it provides to its clients and customers.

Solution

In search of a flexible, agile ITSM solution to standardize their IT service delivery, Cater Care evaluated various ITSM solutions, including ServiceNow, Zendesk, and CentreStage. Eventually, they decided to implement Freshservice, Freshworks’ ITSM suite, due to its simplicity, power, and ease of use. Freshservice provided a robust solution that simplified Cater Care's IT operations. The implementation of Freshservice led to a significant reduction in average ticket resolution time, thereby increasing user satisfaction rates. It also provided visibility across all operations, making it easier for IT and HR specialists to navigate in a clear and visible process hierarchy. The IT team improved agent productivity by triaging incoming tickets, providing ML-powered suggestions and responses, and automating repetitive tasks with powerful workflow automation. Advanced reporting and analytics provided greater visibility into monitoring SLAs, KPIs, and tailored insights to quantify agent performance. The HR team also improved its productivity by streamlining and automating tactical employee lifecycle processes such as onboarding, off-boarding, transitions, role changes, relocations, and terminations.

Impact #1	The implementation of Freshservice has brought about a significant transformation in Cater Care's operations. The solution has not only improved the efficiency of the IT and HR teams but also led to a change in culture and attitude towards providing IT support, triggering positive user feedback. The visibility across all operations provided by Freshservice has made it easier for IT and HR specialists to navigate in a clear and visible process hierarchy. The IT team has been able to focus more on strategic IT initiatives, thanks to the automation of repetitive tasks. The HR team, on the other hand, has been able to focus more on strategic people-driven initiatives such as talent retention and employee development, thanks to the streamlining and automation of tactical employee lifecycle processes. Cater Care plans to implement the Freshservice self-service portal for their procurement, food, payroll, and safety teams as an immediate next step, with the vision to scale Freshservice to multiple teams and make it a single source of truth that aligns with their business goals.

Impact #1

The implementation of Freshservice has brought about a significant transformation in Cater Care's operations. The solution has not only improved the efficiency of the IT and HR teams but also led to a change in culture and attitude towards providing IT support, triggering positive user feedback. The visibility across all operations provided by Freshservice has made it easier for IT and HR specialists to navigate in a clear and visible process hierarchy. The IT team has been able to focus more on strategic IT initiatives, thanks to the automation of repetitive tasks. The HR team, on the other hand, has been able to focus more on strategic people-driven initiatives such as talent retention and employee development, thanks to the streamlining and automation of tactical employee lifecycle processes. Cater Care plans to implement the Freshservice self-service portal for their procurement, food, payroll, and safety teams as an immediate next step, with the vision to scale Freshservice to multiple teams and make it a single source of truth that aligns with their business goals.

Benefit #1	Significant reduction in average ticket resolution time
Benefit #2	Increased user satisfaction rates due to improved IT support
Benefit #3	Improved agent productivity through automation of repetitive tasks

Benefit #1

Significant reduction in average ticket resolution time

Benefit #2

Increased user satisfaction rates due to improved IT support

Benefit #3

Improved agent productivity through automation of repetitive tasks

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Overview

Cater Care Enhances Employee Experience with Freshworks’ ITSM Suite

Operational Impact

Quantitative Benefit