Royal Kaak is streamlining its IT service management with Gorilla Services and Freshservice

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Mirjam Vergeer IT Service Manager

Royal Kaak designs and builds complete production lines for industrial bakeries. In addition to its branches in the Netherlands (Terborg, Nieuwkuijk and Zwolle), this international family-run business has several locations worldwide. The role of IT within the company is growing rapidly: the department supports all business processes and is rapidly evolving from an operational to a strategic role.

Royal Kaak

“Whereas we used to work mainly on an ad hoc basis, we can now measure, report and manage. There was no structure or overview, but we have now laid a future-proof foundation.”

– Mirjam Vergeer, IT Service Manager at Royal Kaak.

Royal Kaak

Lack of insight and structure Freshservice was used solely as a simple ticketing tool. There was a complete lack of comprehensive insights into trends, turnaround times or SLAs.
Ad hoc approach The IT department operated primarily on a reactive basis and lacked a mature ITSM environment to facilitate the organisation’s growth and professionalisation.
Fragmented asset management Hardware, software and access rights were managed partly in an outdated ERP system and partly manually in Excel.
Error-prone processes The lack of a centralised overview for each user made processes such as the onboarding and offboarding of staff inefficient and prone to errors.

A single central IT tool Freshservice has evolved from a simple ticketing tool into a broadly integrated IT Service and Asset Management environment (ITSM & ITAM).
Automated workflows Recurring processes, ticket routing and status updates are now largely automated via smart automations and workflows.
Seamless integrations Thanks to API integrations with Microsoft Intune and Microsoft D365 (Dynamics), assets and user information are automatically synchronised.
Structured management The inclusion of Change and Problem Management ensures that structural IT improvements are now properly documented, monitored and followed up.
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The solution

Royal Kaak chose to drastically professionalise and expand its existing Freshservice environment (from Freshworks), in collaboration with Gorilla Services. Gorilla guided the process from start to finish with workshops, project planning, data migration and technical support. They provided valuable input on setting up API integrations, cleaning up old data and successfully migrating the server environment to Europe.

What Royal Kaak is doing differently now

  • In addition to the service desk, the infrastructure, security, data and applications teams now also work together within a single, unified system.

  • Performance has been made measurable through strict SLA policies and clear dashboards providing daily insight into trends and bottlenecks.

  • New devices are immediately visible in Freshservice and automatically assigned to the correct staff member.

  • Manual recording in Excel is a thing of the past; recurring tasks (such as assigning permissions) are handled automatically via Orchestration Workflows.

Results

Freshdesk – New feature update

Full control over IT assets

At the touch of a button, you can now see which laptops are due for replacement. This prevents errors, provides peace of mind and saves the IT department a huge amount of time.
FW Implementatie

Standardised onboarding and offboarding

Thanks to a single, comprehensive overview for each user (covering everything from hardware and software to specific access rights on SharePoint), the onboarding and offboarding processes now run much more smoothly.
Freshdesk en Freshservice – Chatbot & AI (Freddy) training

Data-driven management

Thanks to comprehensive reports and KPI dashboards, the IT department has created much greater transparency and is now able to manage operations proactively rather than reactively.
Account manager Gorilla Services 1

A future-proof foundation

The combination of standard modules and bespoke automation solutions, supported by an ongoing SLA with Gorilla Services, provides a scalable foundation that ensures Royal Kaak is ready for further growth.
Curious how we can implement this for your organisation?