AI-powered ITSM: Par for the course for TaylorMade

Industry: Retail

TaylorMade by the numbers:

100%

Automation of core workflows

150

Approval workflows supported

50%

Decrease in average ticket resolution time

The company

TaylorMade is a leading American golf equipment manufacturer, producing golf clubs, balls, clothing, and accessories. The company has 3,000 employees and a history of creating innovative, industry-leading products and has an unrivaled athlete portfolio that includes Tiger Woods, Rory Mcllroy, Scottie Scheffler, and many more.

The goal

With manufacturing, distribution, sales, and support teams spread out over 12 time zones, TaylorMade’s IT department needed a better way to serve its employees and partners around the globe. They sought:

A unified platform to bring all IT processes into one place and increase visibility into tickets, allowing multiple agents to update details, change the status and priority, and alert appropriate stakeholders
Automated workflows to auto-assign tickets, helping agents to better handle spikes in volume
Analytics and reporting to gain better insight into IT performance

The challenge

To better scale its business for an expanding e-commerce platform, TaylorMade transitioned IT operations to the cloud. This move revealed major weaknesses in the company's internal ticketing operations.

The IT team noticed a dramatic uptick in monthly service tickets due to employees using new cloud tools while working remotely. Requests ranged from small tasks like password resets to larger ones such as issue resolution for major incidents. The team quickly recognized the need for greater automation to manage the increase in requests.

The solution

Freshservice offered the level of automation and consolidation that TaylorMade was looking for, providing the company with a comprehensive IT solution to route service requests more efficiently.

They also integrated Caddy, TaylorMade’s support chatbot, powered by Freshworks’ Freddy AI into Microsoft Teams. Its intelligent automation features allowed support teams and end users to interact and resolve issues with minimal involvement of support. Employees can now create service requests easier than ever and have them automatically routed to the right party.

The impact

By adopting Freshservice, TaylorMade automated 100% of mission-critical workflows, including password resets and redirecting simple queries to a self-service portal
IT leaders also cut the average response and resolution time per service ticket in half despite a 250% spike in the number of tickets received
As Caddy has gained traction in IT operations, it has helped TaylorMade maintain its 90% SLAs without increasing headcount

With Freshservice, the process from sales to onboarding was nothing but a great experience. But the standout feature of Freshservice was its ability to do everything in a single tool.

Ali Chitsaz
Senior Manager, Global Digital Workplace