Have you ever experienced being overwhelmed managing IT operations? Dealing with incidents flooding from various sources such as calls, emails, walk-ins, and more? Managing the manual routing of continuous tickets from one agent to another? Let’s explore Unistar Credit and Finance Corporation’s process of modernizing their ITSM.
Highlights
About JGC Construction International Pte Ltd
In 2024, JGC Construction International Pte Ltd (JCON) partnered with Corqspace to
modernize their ITSM using Freshservice, focusing on automating ticketing and routing
processes. By refining their system to ensure adherence to SLAs, JGC Construction
International Pte Ltd (JCON) aimed to reduce frustration for both users and agents. The
project was completed in just 3 weeks, with hands-on training provided to users to help them
navigate the new system effectively.
Their ITSM Challenges
JGC Construction International Pte Ltd (JCON)’s five entities—JGC Technical Assistance & Services(JTAS), Technoserve Corporation Inc. (TCCI), JCON Mumbai, JCON Singapore, and JGC Korea(JKC)—used an internally built ticketing system where agents manually logged tickets and managed requests via direct messaging, adding unnecessary steps to thousands of requests each month. Without automated workflows or service-level agreements (SLAs), delays were common, leaving both agents and requesters frustrated and uncertain.
The system’s lack of ticket grouping by entity further complicated tracking and managing requests, prompting the need for an enhanced, streamlined approach to IT support.
Journey to Solving the Problem
In 2024, JGC Construction International Pte Ltd (JCON) partnered with Corqspace to modernize their ITSM using Freshservice, focusing on automating ticketing and routing processes. By refining their system to ensure adherence to SLAs, JGC Construction International Pte Ltd (JCON) aimed to reduce frustration for both users and agents. The project was completed in just 3 weeks, with hands-on training provided to users to help them navigate the new system effectively.
Project Highlights
One of the key successes of this project was its quick turnaround, with requirements, configuration, and go-live completed within 3 weeks. The project team employed agile methodologies, ensuring continuous progress and effective collaboration. The new ITSM system now allows automated ticket routing and enhances the overall support experience.
Benefits of the Project
Following the implementation of Freshservice, the JCON team noted several key improvements:
Automated Ticketing and Routing: Tickets are now automatically logged and routed to the correct teams, drastically reducing resolution times and ensuring that requesters receive timely support.
Real-Time Updates and Notifications: Freshservice provides instant notifications, keeping users informed on the status of their requests without the need for manual follow-ups.
Enhanced Support Experience: With quicker responses, better communication, and improved ticket management, users now experience a more streamlined and efficient support process.
Alternative to PC Environment — Mobile App for Agents: The Freshservice mobile app allows agents to manage tickets and respond to requests while on-the-go, increasing efficiency and responsiveness.
Flexibility and Customization of the System: Freshservice can be tailored to the specific needs of the organization, providing a customizable platform that adapts to various workflows and processes.
JGC Construction International Pte Ltd (JCON)’s transition to Freshservice has transformed their IT support processes, allowing agents to focus on resolving issues more effectively while providing users with a faster and smoother experience.
Join us in supercharging your IT service with a flexible tool that makes solving requests and problems a snap!
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