Utilising the automation features and bots within Freshservice, the Porsche subsidiary streamlined and expanded its IT service to enhance the employee experience.
Freshworks Inc. announced its partnership with eBike Porsche Performance developed electric drive systems for e-bikes. To enhance agent productivity, the company has successfully streamlined its IT operations by implementing AI-powered business software, Freshservice, and Freddy Copilot’s capabilities. As the company prepares for a global product release by mid-decade, it faces the challenge of rapidly scaling its IT service delivery. To address this, the IT team chose the systems to standardise processes and provide better support for its expanding workforce of over 300 employees.
Adopting the system for IT has allowed eBike Performance to streamline service requests and expedite IT service delivery. The platform’s centralised service portal, orchestration apps, and integrations, including the Microsoft Teams Servicebot, have optimised IT operations. By leveraging the company’s powerful automation and built-in AI features, it has implemented efficient IT workflows that enhance employee productivity. After implementing this platform, eBike Performance explored virtual agents and chatbots, quickly realising significant returns on investment. The generative AI-powered virtual agent, combined with the Microsoft Teams Servicebot, provides employees with round-the-clock support and reduces resolution times within Teams. It has integrated the latest Freddy AI capabilities, including the “always-on” collaborator and generative AI Freddy Copilot assistant, to improve agent productivity further. The Solution Article Generator enables the IT team to auto-generate solution articles from public sources and existing tickets to address common issues.
The IT team supports employees who speak Croatian or German and maintains a knowledge base in English. Freshservice’s multilingual knowledge base provides users immediate, self-service access to helpful articles in their preferred language, saving time and enhancing the user experience. The intuitiveness of features has been a significant benefit, allowing users and administrators to easily manage tasks like incident management, change management, problem management, and hardware or software asset management in one place. The company noted the notable impact of the implementation, including fast user adoption, enhanced IT governance and asset control, improved scalability and efficiency, and reduced employee onboarding setup time from 30 minutes to seconds. Encouraged by its initial success, the compny plans to continue leveraging Freshservice to scale its IT infrastructure and extend the service catalog to other departments, unlocking further business value.
Alexander Wünsch, CFO of Porsche eBike Performance, praised Freshservice’s AI capabilities as essential to their IT operations, highlighting the platform’s user-friendly design and intelligent support features. John Crossan, Senior VP and General Manager of Europe at Freshworks, expressed delight at Freshservice’s significant impact on Porsche eBike Performance’s business and agent productivity, emphasizing the platform’s role in the company’s AI transformation.
