INDUSTRY
Software
LOCATION
USA
USAGE
IT, HR, Marketing, Facilities
CHALLENGES
- Manual processes
- Too many tools
- Couldn’t track requests
- Slow response times
FAVORITE FEATURES
- Automation
- Dispatch’r
- Incident management
- Service catalog
- Change management
- Release management
First call resolution
90%
Service Level Agreement
90%
Customer Satisfaction
97%
About Veeva Systems
Veeva Systems, Inc. is a leader in cloud-based software for the global life sciences industry with more than 375 customers, ranging from the world’s largest pharmaceutical companies to emerging biotechs. Veeva is headquartered in the San Francisco Bay area, with offices in Europe, Asia, and Latin America.
Goal
Veeva needed a new way for multiple departments to handle service and support requests from their employees, as they were using manual processes that involved multiple emails, Google Docs, and other tools. They wanted to implement an automated service desk software with SLAs, integrated incident, problem, change and release management modules, robust reporting, and ITIL-aligned processes and workflows.
Solution we provided
Replacing manual processes with an automated solution was a critical step for Veeva, allowing their internal teams to streamline service and support requests, improve response times, and more efficiently manage workflow and resources. After implementing Freshservice across IT, human resources, marketing, and facilities, Veeva Systems saw organization-wide improvements in productivity, collaboration, and overall internal customer satisfaction.
"Veeva’s customer satisfaction rating is 97% with Freshservice. The teams love that the stats show happy internal customers. It’s a ‘pride’ thing – they chose these careers because they want to solve problems and Freshservice helps them do that. The positive feedback keeps them going, and motivates them to keep trying to be better than before."
Successes
One of the biggest wins for Veeva is the use of Freshservice outside of the IT department. Veeva’s service desk is shared by departments and team members located across all of their global regions. While IT receives 75% of the support tickets in the organization, the other departments are also making good use of the system. Nearly 96 Veeva team members in 4 departments currently rely on Freshservice to manage and track service and support requests from employees. This approach has encouraged collaboration across departments. They expect to continue leveraging Freshservice to streamline processes across the organization.
Key benefits
On implementation of Freshservice, Veeva saw several immediate benefits. In addition to an easy-to-learn and easy-to-use interface, they enjoyed:
- Improved teamwork: Freshservice provided greater visibility and accountability of teams, and their progress into tickets.
- Better communication: With complete and actionable information provided with every ticket, Freshservice enabled better information-sharing amongst departments, letting teams collaborate better and drive quality service delivery
- Greater insights: Freshservice offers complete transparency and visibility into everything happening in the service desk, making it easier to identify employees’ issues and requirements.
- Better results: Besides improved workflow efficiencies, Veeva has achieved faster resolution with Freshservice – they are able to resolve issues in less than 4 hours, and continue to drive improved resolution rates every month.
- Happy internal customers: Veeva’s employees now consistently rate their support services as ‘5 out of 5.’
