At ‘warp speed,’ Carrefour Belgium’s 15 helpdesks come together with Freshworks

Industry: Retail

Carrefour by the numbers:

350

Agents across unified helpdesks

8

Helpdesks transitioned

3 months

Implementation time

The company

In the heart of Belgium, Carrefour reigns as the go-to shopping destination for nearly 80% of households, earning it the moniker "the Walmart of Europe." As a staple of daily life, the retail giant has to be at the top of its game, from supply chain logistics to in-person shopping experiences.

The goal

Carrefour, on the cusp of its exponential growth, was looking for a solution to

Unite multiple disjointed helpdesks they were using within the organization
Automate support processes
Adapt and scale with the growth of the company

The challenge

Beneath the surface of Carrefour Belgium’s existing IT service framework, the company struggled with these challenges:

Outdated workflows, scattered tools, and disorganized subcontracting
Uniting more than 15 helpdesk. Without an integrated solution, internal teams struggled to connect customer interactions and gain a full operational view
They had pushed its legacy ITSM tool, BMC Remedy, to the limits, with no room for further customization or support

The solution

Carrefour Belgium now uses Freshservice for its enterprise service management needs. While a significant focus is on IT operations, Carrefour also relies on Freshservice for retail store support, logistics management, data management, and forecasting and replenishment.

Freshservice has transformed incident management to easily track, prioritize, and assign tickets while automating resolution processes
Multiple integrations ensure proper incident routing for Carrefour and its vendors to provide better first- and second-level support
With better service request management, users can submit service requests and monitor their progress from a portal
With a new change management framework, Carrefour has better control over customizations, statuses, lifecycles, and fields

The impact

With Freshworks, Carrefour now enjoys a centralized, comprehensive view of its internal logistics and a unified self-service portal that simplifies incident management. Agent satisfaction and productivity have soared. Key business outcomes include:

In less than two years, Carrefour overhauled its legacy ITSM solution and empowered more than 350 agents with Freshservice
Eight out of Carrefour's 15 helpdesks have seamlessly transitioned to Freshservice, with others currently in the pipeline
Freshworks solutions are powered by AWS, provide a strong, scalable foundation for end-to-end cloud operations

Freshservice opened up a world of automation we didn’t have before. It’s made our helpdesk processes smoother and more efficient.

Christophe Doguet
IT helpdesk manager, Carrefour