Premier Foods has purchased new service desk technology from Freshworks to help improve the quality of service offered to 2,000 end users. 

Part of the first phase of a programme to bring its IT service desk back in-house, Premier Foods has implemented Freshworks’s flagship service desk software, Freshservice. This cloud-based software helps the team of 57 agents manage service requests, events and tickets as well as providing a customer-facing catalogue to allow users to track their ticket requests.  API functionality means Freshservice is also connected directly to a number of critical monitoring tools and third-party apps.

“Our team decided to bring our IT service function back in-house in order to improve the quality of service that we could deliver back to the business. Freshservice provides us with a platform to deliver better service through a self-service portal that is genuinely easy to use, while our agents love how Freshservice makes their lives easier too. The Freshservice API support helps us automate activities and manage tickets more efficiently – it’s already a vital component in our journey and we are looking forward to expanding our use of the platform,” said Simon McKenzie, service delivery Manager at Premier Foods. 

Brands operated by Premier Foods include Ambrosia Custard, Bird’s, Mr Kipling, Bisto and Sharwood’s.

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James West

James West

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