How Qualfon Achieved 97% Satisfaction with Freshservice ITSM

Website Link Below:
https://affiliatepartner-freshservice.freshworks.com/zi3g7hlddinc

🚀 From legacy struggles to lightning-fast IT support—Qualfon’s digital transformation with Freshservice is nothing short of remarkable.

Qualfon, a global BPO leader with 16,000+ employees, replaced its outdated ITSM system with Freshservice, built on the Freshworks Neo Platform and powered by AWS. Within months, resolution times dropped by 75%, first-call resolution skyrocketed to 97%, and user satisfaction hit a record 97%.

In this video, John Batchelor, VP of IT Operations, shares how Freshservice streamlined ticket workflows, empowered service desk agents, and gave executives full visibility with built-in analytics and Power BI integrations.

✅ 10,000+ tickets managed monthly
✅ Resolution time reduced from 16 hours to 4
✅ 97% of issues solved on the first call
✅ Seamless integrations with Azure, PowerShell, Entra ID
✅ Easy rollout across IT, HR, payroll, facilities, and more

Whether you're modernizing ITSM or scaling operations globally, Qualfon’s story shows what’s possible with the right platform.

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