Opportunity
The client aimed to adopt a cost-efficient, highly user-friendly platform that could deliver robust ITSM capabilities while being adaptable for future growth. The migration from existing platform to FreshWorks was designed to improve cost-effectiveness, operational efficiency, service management, and overall User Interface (UI) experience—setting the standard for global adoption.
Objectives
- Migrate from existing cloud-based workflow and automation platform to Freshworks, ensuring a smooth transition with minimal disruption.
- Implement a scalable, centralized ITSM platform adaptable to different countries’ needs.
- Improve operational workflows across service management, case management, incident management, request handling and etc.
Solution & Implementation
CLL Systems implemented the migration in two carefully managed phases to ensure a seamless transition and rapid adoption.
- Phase One established the service management foundation by aligning Freshworks modules with the client’s operational needs and integrating essential tools for a unified experience. The environment was prepared for both internal teams and end users, ensuring an intuitive UI that was ready for immediate productivity gains.
- Phase Two expanded capabilities to cover asset management, purchase order management, software license management, and contract management—introducing advanced functionalities that streamlined resource tracking, compliance, and operational visibility.
To ensure stability and long-term success, the client also engaged CLL Systems’ Managed Services, which provided 24×7 SLA coverage, a dedicated Technical Account Manager, and unlimited incident support for three years.
Results & Impact
- Cost savings through optimized licensing and streamlined management.
- Enhanced User Interface (UI) delivering a more intuitive and accessible design for both agents and end users.
- Operational efficiency gains from automation, SLA tracking, and integrated workflows.
- Greater system reliability and business continuity supported by ongoing 24×7 managed services.
- Malaysia established as the reference model for future regional rollouts, supporting the client’s vision of a unified global ITSM platform.
Looking Ahead
Following the successful Malaysia migration, the client is now preparing for global implementation of FreshWorks—harmonizing ITSM processes, asset management, and contract management across all group companies worldwide.
