Premier Foods taps Freshservice for IT services initiative

Premier Foods has completed the first phase of its IT Service Centre implementation project, based on Freshservice. The company has brought its IT service management function back in-house to improve delivery of IT services across the 15 sites that the business runs.

The IT Service Centre will support more than 2,000 end users across the organisation through a self-service portal for IT requests. Using the cloud-based service management product Freshservice, the team of 57 agents can manage service requests, events and tickets as well as providing a customer-facing catalogue to allow users to track their ticket requests. Freshservice also provides API functionality that allows the Premier Foods IT service team to integrate with their monitoring tools and third party systems, reducing the burden on IT staff.

“Our team decided to bring our IT service function back in-house in order to improve the quality of service that we could deliver back to the business. Freshservice from Freshworks provides us with a platform to deliver better service through a self-service portal that is genuinely easy to use, while our agents love how it makes their lives easier too. The API support helps us automate activities and manage tickets more efficiently – it’s already a vital component in our journey and we are looking forward to expanding our use of the platform,” says Simon McKenzie, Service Delivery Manager at Premier Foods.