Aramex Boosts Agent Productivity by 50% with Freshservice Implementation

Aramex is an international express, mail delivery, and logistics services company based in Dubai, United Arab Emirates. The company offers a range of services including express courier delivery, freight forwarding, logistics, supply chain management, e-commerce, and record management services. Aramex has one global IT team and many local IT teams with more than 200 IT agents working across the globe. The global IT team has 3 sub-teams - IT Support & operations, IT Infrastructure Team, and the Digital Transformation Team. The local IT team offers level-1 IT support to remote agents based out of the freight stations.

Aramex, an international express, mail delivery, and logistics services company based in Dubai, was facing challenges in delivering consistent, quality IT services and support to its employees. As the organization grew, responding to service requests in a timely manner became increasingly difficult due to outdated processes and communication silos. Aramex was using an in-house legacy IT service desk that was rigid, ill-defined, and required constant resources to maintain and upgrade. The on-premise system was not easy to scale and could not keep up with the growing needs of Aramex. The company was in need of a flexible, agile IT service desk that could streamline its workflow and improve ticket resolution time.

Aramex decided to modernize and simplify its IT with the cloud. After evaluating several IT service desks including Service now, Manage Engine, Zendesk, and Freshservice, Aramex chose Freshservice for its simplicity and robustness. Freshservice was implemented in a big bang global roll out, ensuring continuous service delivery. The Aramex IT team partnered with Freshservice to empower its employees with a multi-channel service delivery system including self-service, mobile, etc. Freshservice made the IT team accessible to the employees from anywhere and on any device. The agent workload was reduced by enabling employees to lookup solutions from K-base articles before raising a ticket. This standardized back-end service fulfilment processes and improved continuous service delivery. Many of Aramex’s repetitive tasks are now automated and streamlined, allowing the agents to deliver more strategic value.

• The implementation of Freshservice had a significant impact on Aramex's IT support and operations. The IT team was able to create a single repository to track all assets, making data-driven decision making easier. Important decisions around the IT budget for multiple teams were made easier by evaluating the spends on IT and non-IT assets. The digital transformation team was able to leverage technology to improve business efficiencies and create seamless customer experiences. Freshservice, being a cloud-based and mobile-enabled IT service desk, perfectly aligned with their digital transformation objectives of scale at speed. Aramex plans to implement the change management module and scale Freshservice to all teams, making it the single source of truth.

• The average time taken to resolve a ticket fell by 35%

• A decline of related queries by 50% after creating relevant Kbase articles

• Aramex achieved a total savings of $56000 after switching to Freshservice