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  • Our Services
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      • Beyond Trust
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Category Archives: Freshservice

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15 Top Customer Service Metrics That You Should Be Using

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantFebruary 21, 2022

Tracking productivity and performance of the customer service function emerged as the #1 challenge of customer service leaders through the pandemic crisis, as per The New CX Mandate report. Whether…

ITSM Resolution: Don’t Overspend On Tool Features

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantFebruary 21, 2022

Did you know through 2023, I&O leaders will overspend by $750 million* on buying unused features of ITSM tools? That’s almost $150 million more from $600 million spend in 2019.…

The IT agenda for 2022

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantFebruary 21, 2022

The IT agenda for 2022 The Hackett Group’s 2022 Key Issues Study reveals technology’s top 10 priority objectives to help businesses plan their goals and tech investments to accelerate digital…

Intelligent Service Management – 4 Principles to Modernize IT Service and Operations Management

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantNovember 26, 2021

Today, IT is expected to take on a more strategic role, one that goes beyond support to create business value and move the innovation agenda forward. Yet IT departments are…

Minimize the business impact of critical incidents with Freshservice On-Call Management

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantNovember 26, 2021

“Service outage! Help!” These words (or their variations), have preceded notable losses of millions and billions of dollars in the 21st century. From large corporations to SMBs, no one is…

A Roadmap to Modernise IT Service and Operations Management

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantNovember 26, 2021

In the last decade or so AI has gone from a buzzword to table stakes. Data reveals that organizations that have adopted AI into their service management strategy have begun…

7 reasons why you need an Alert Management solution

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantOctober 29, 2021

As a modern enterprise your digital infrastructure – in all likelihood – is a multi-tiered, evolving, and expanding combination of services built on next-gen technologies. This dynamic configuration of servers,…

11 Crucial Customer Service KPIs You Need to Track in 2022

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantOctober 29, 2021

Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can…

How To Set Up Your Service Desk – The People, Process, and Technology

Automation, Freshservice, Freshworks, IT Service Desk, Service DeskBy Pink ElephantJune 24, 2021

Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving…

Why You Should Switch To A Modern Cloud-Based ITSM Solution.

Automation, Freshservice, Freshworks, Service DeskBy Pink ElephantJune 24, 2021

Is my service desk investment paying off? Is my service desk delivering true business value? Are we incurring costs that are not under control? Are we able to leverage the…

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