The Challenge
A major logistics company with 8,000 employees across 30 countries was drowning in IT support tickets. Their helpdesk team of 45 agents was handling 2,500+ tickets per week, with an average resolution time of 3.2 days. Employee satisfaction scores for IT support were at an all-time low (28% CSAT), directly impacting productivity across their global operations.
Our Approach
Gorgias designed an AI-First IT helpdesk transformation. We began with a 4-week analysis phase to categorize ticket types and identify the 60% of tickets that could be resolved through automation or self-service.
The Solution
Implemented ServiceNow with native AI (Now Intelligence), integrated with a custom-trained LLM chatbot for Level 0 support. Automated resolution of 45 common IT request types. Built an employee self-service portal with one-click solutions for password resets, software requests, and access provisioning.
The Results
"The AI helpdesk has been transformational. Our employees love the instant resolution, and our helpdesk team can now focus on complex, high-value work." — Tom Okonkwo, Global IT Director, LogiMove Corp
