Conlog's Digital Transformation with Freshworks' ITSM Suite

Conlog (Pty) Ltd is a worldwide leader in smart metering with over 30 years of experience. The company provides metering solutions to utilities, municipalities, and property management companies in South Africa, South America, the Middle East, and Africa. Conlog's innovation in smart metering assists customers with revenue management, revenue protection, load management, and demand management. Established in 1965, Conlog operates across over 4 continents and 20 countries, with a strong focus on big data analytics and smart city solutions. Over 70 utilities use Conlog metering solutions, along with thousands of vending units and over 400 revenue management systems installed internationally and locally.

Conlog, a global leader in smart metering, was facing challenges with its existing IT Service Management system. The legacy platform was becoming a bottleneck due to escalating licensing and customization fees, non-user-friendly interfaces, and a lack of workflow automation. The IT services team at Conlog was in search of a flexible solution that would enhance service efficiency, allow the creation of new fields on mandatory information, support contact creation, incident/service creation, and provide a summary description. They also needed a system that could easily add tasks to a service request, offer customization for the description, category, and product fields, and support a fully integrated workflow escalation process. In essence, Conlog was seeking an ITSM solution that would digitally transform its IT service landscape.

After thorough due diligence, Conlog decided to implement Freshservice, Freshworks' ITSM suite, to modernize the organization’s IT services. Freshservice provided the agility, scalability, zero maintenance, and overhead challenges that Conlog was looking for. It also offered value for money and was easy to deploy with out of the box integration. With Freshservice, Conlog was able to define organization-wide ITSM processes and policies. They configured semantics for ticket inflow via several channels and executed the creation of request forms, categories, and new users conveniently. The workflow automation capability allowed agents to curate automated responses at different stages of the ticket management process, reducing the number of follow-up calls. Monitoring, tracking, auditing, and solving incidents or service requests from users became easier, leading to increased user adoption and adherence to Service Level Agreements (SLAs).

• The implementation of Freshservice has transformed the IT service landscape at Conlog. The IT Support team can now monitor SLAs and the different stages of incident and service requests more effectively. They can focus on streamlining processes and increasing visibility and accountability. The team has also created dashboards to monitor SLAs and the different stages of incident and service requests. The entire team is now ITIL Foundation V4 certified, thanks to Freshservice. Looking ahead, Conlog plans to enhance its customer service by leveraging the Freshworks Bots and Asset Management functionality. They are also planning to integrate Freshservice with Freshworks’ Project Management solution, Freshrelease, and increase the breadth of ticket log-in channels by integrating with Freshcaller and Freshchat. The solution will also be rolled out to other areas of the business such as facilities management.

• Conlog was able to define organization-wide ITSM processes and policies.

• Workflow automation capability reduced the number of follow-up calls.

• User adoption and adherence to Service Level Agreements (SLAs) increased drastically.