Greenvolt Group Elevates IT Management with Freshservice

About Greenvolt Group

Greenvolt is a 100% renewable energy group operating in 20 geographies in Europe, North America and Asia, offering solutions in three business segments: Sustainable Biomass, Utility-Scale (Solar, Wind and Storage) and Distributed Generation. Committed to sustainability and innovation, the Greenvolt Group has seen significant growth and constant expansion in its operations.

“Freshservice has brought a new dimension to ITSM management at Greenvolt. With automated processes and a centralized platform, we are able to respond to our users’ needs more quickly and efficiently.” Ana Paiva Brandão, Head of IT Transformation Office

Challenge

With the growth of the Greenvolt Group, it became essential to improve ITSM service management, which motivated the search for a more efficient and scalable solution.

Prior to implementing Freshservice, the company lacked a structured IT Service Management (ITSM) system. Without a centralized platform, support requests were primarily managed via email, which limited categorization, traceability, and effective SLA monitoring.

To ensure greater organization, agility and faster response times, the Greenvolt Group recognized the need for a centralized solution that would optimize these processes and monitor the company's evolution.

Solution: Freshservice Growth

Priceless Consulting implemented Freshservice, a robust ITSM solution on the Growth plan, to transform IT service management at Greenvolt. The solution was selected based on several strategic criteria:

● ITSM Portal: A centralized platform that allows the submission and monitoring of IT requests in a structured manner, ensuring greater organization and transparency in the process.

● Service Catalog: An intuitive system that standardizes and streamlines the management of services provided by IT teams, facilitating the submission of requests and ensuring more efficient routing.

● Process automation: With automation, tickets were automatically assigned to the correct IT team, optimizing time and ensuring that incidents were handled quickly.

● Use of templates: Implementing templates for standard issues helped improve team productivity by simplifying the process of resolving recurring problems.

Implementation Process

The implementation of Freshservice Growth was carried out in a structured manner by Priceless Consulting, in conjunction with Greenvolt, adapting the solution to the specific needs of the company and ensuring a smooth and efficient transition. In addition to customizing the solution, training was provided for IT teams and ongoing support was provided, ensuring that all users were prepared to take full advantage of the new platform.

Results and Benefits

Adopting Freshservice Growth has introduced features that have resulted in significant improvements for Greenvolt:

● Improved ticket management: With the automation and categorization of tickets, response times have been reduced, and the capacity to resolve incidents has increased substantially.

● Greater efficiency in IT teams: The use of templates and the automation of tasks allowed IT teams to focus on more complex and strategic issues, instead of dealing with repetitive and operational tasks.

● Increased user satisfaction: The creation of a single, organized portal improved the experience for requesters, who could now submit and track their requests in a simpler and more transparent way.

● Possibility of integrations: The platform was configured according to Greenvolt's business and service model, allowing integrations with partner systems.

● Analytics Pro Module: With continued use of the platform, the environment stores various data for analysis, and with the Analytics Pro add-on, the Greenvolt team can create customized reports to obtain the necessary information from KPIs and metrics.

Conclusion

With Freshservice Growth, Greenvolt Group’s ITSM management has advanced, providing greater efficiency, organization and scalability. With a structured platform adapted to its needs, the company was able to optimize processes, improve user experience and keep up with its continuous growth. This solution not only allowed the centralization and streamlining of request management, but also strengthened the IT team’s ability to respond more strategically and effectively to day-to-day challenges.

“With Freshservice and Priceless Consulting, we have centralized IT requests into a single portal, speeding up response times and allowing the team to focus on more strategic issues. The solution has been essential to keep up with our growth and optimize ITSM management.” Henrique Gomes, IT Director