Gorilla Services supports Stahl to get the most out of Freshservice

Stahl 4
David van Diest
David van Diest IT Project Consultant

Stahl is the world market leader in coatings for flexible materials such as leather, textiles and packaging. Think car interiors, luxury handbags and furniture – anywhere where durability and protection are important. With some 2,200 employees worldwide (including 400 in the Netherlands) and head office in Waalwijk, a central IT team provides support for the entire organisation.

A powerful ITSM system, but minimal utilisation

In January 2023, Stahl switched from Lansweeper to Freshservice. The choice for this modern cloud solution was quickly made: scalable, flexible and with extensive automation options. Yet implementation proved disappointing in practice.

“We used only a fraction of what was possible, while we had the most expensive enterprise licence,” says David van Diest, process and project consultant at Stahl. “In addition, the knowledge to set up and use Freshservice properly was lacking internally.”

Stahl

Only basic processes were in place:
Only part of the functionalities were utilised:
Internal knowledge was lacking:

Full setup of Freshservice: Stahl wanted basic processes such as incident, change and configuration management to be set up completely and professionally.
Adding smart automations: Automating workflows was to make the system more efficient and prevent errors.
Gaining insight into IT assets: A clear registration of hardware, software and licences was needed for better monitoring and reporting.
Securing knowledge within the team: Employees needed structural training so that they could work independently with Freshservice and make optimisations.
Continuous development: Not just setting it up right once, but also optimising it periodically to allow the system to grow with the organisation.
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The solution

After a disappointing start with Freshservice, Stahl engaged Gorilla Services for a re-implementation with a focus on results.

Gorilla redesigned the ITSM environment, automated processes and built knowledge within the team.

 

 

 

 

 

What Freshservice for Stahl does differently now

  • Freshservice has been completely redesigned, including incident, change and configuration management

  • Repetitive tasks have been automated, ensuring faster follow-up and fewer errors

  • All IT assets are registered and clearly laid out in one central environment

  • Employees follow structural training courses via a voucher system to keep knowledge up to date

  • The system is optimised together with Gorilla every six months

  • Support is fast, direct and in Dutch – with short lines to the service desk

The results

Freshdesk – New feature update

Complete redesign of Freshservice

The ITSM processes are now logically structured and aligned with Stahl's working methods.
Account manager Gorilla Services 1

Faster and more efficient workflows

Automation makes processes run more smoothly and with less manual work.
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Better insight into IT assets

Thanks to the establishment of asset management, there is more control and overview.
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Structural knowledge building within the team

Employees are better trained and can make optimisations independently.
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Continuous improvement of the system

Regular optimisation sessions keep Freshservice up-to-date and relevant.
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Fast and accessible support

Thanks to Dutch-language support, problems are solved quickly and the system keeps running.
Curious how we can implement this for your organisation?