Premier Foods cooks up fresh IT service management delivery with Freshwork

IT Service Centre implementation delivers self-service portal and API integration.

Premier Foods has completed the first phase of its IT Service Centre implementation, based on Freshservice. One of the UK’s biggest listed food companies, Premier Foods is behind some of the UK’s best-loved brands including Ambrosia Custard, Bird’s, Mr Kipling, Bisto and Sharwood’s, and 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 at Premier Foods will support more than 2,000 end users across the organization 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 significantly.

“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 Freshservice makes their lives easier too. The Freshservice 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,” said Simon McKenzie, Service Delivery Manager at Premier Foods. 

Simon Johnson, UK Country Manager at Freshworks, commented, “Many companies are realising that IT service is an essential function of their wider IT strategy and are bringing these teams back in-house. Implementing automation and self-service strategies can provide employees with more tailored and efficient service, while having greater control over how these services are designed to meet the needs of the business is driving more companies to run their own service desks. Tools like Freshservice enable companies to take control over their ITSM and service plans, while also providing better experiences for both end-users and service desk agents.”


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