Cater Care Enhances Employee Experience with Freshworks’ ITSM Suite
Applicable Industries
- Food & Beverage
- Transportation
Applicable Functions
- Facility Management
- Procurement
Use Cases
- Inventory Management
- Time Sensitive Networking
Services
- Testing & Certification
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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