The Foschini Group

How The Foschini Group Reduced Ticket Handling Time by 40% with saasgenie

Discover how a retail leader overcame ITSM challenges to achieve operational excellence with Freshservice in record time.

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40%

reduction in ticket handling time.

30%

increase in automatic assignment rates

25%

improvement in service level compliance in cloud computing.

20%

reduction in configuration management time.

At a Glance

Industry

Lifestyle Retail Chain

Challenges

Limited workflow customization, inefficient resource allocation, difficulty segregating business unit operations, complex data migration process, SLA management inefficiencies in cloud computing, and the need for scalable IT infrastructure to support rapid growth.

Solution

Migration to Freshservice workspace version with saasgenie’s tailored cloud migration strategy, leveraging advanced data migration tools, ITIL-aligned best practices, and phased implementation to ensure minimal disruption.

"Saasgenie’s precision and quick turnaround made a complex migration feel effortless. Their dedication was truly remarkable."

No Name,
IT Manager, TFG

Meet The Foschini Group

The Foschini Group (TFG) is a premier lifestyle retail chain in South Africa, with over 1,000 stores and more than 2,000 professionals driving its success. Known for its commitment to innovation, TFG constantly enhances its technology infrastructure to maintain a competitive edge in the retail sector. With a diverse portfolio and a focus on operational excellence, TFG sets benchmarks for the industry.

Key Challenges:

TFG initially adopted Freshservice’s non-workspace version to streamline its operations. While the platform provided some benefits, it soon became evident that the setup could not keep pace with their growing needs. The primary challenges included:
Inefficient workflows and centralized configurations.
Inability to segregate operations across business units.
Outdated data migration process creating bottlenecks.
Limited flexibility in SLA tracking and compliance.
Struggled to scale operations while maintaining service quality.
These issues not only affected productivity but also slowed TFG’s ability to deliver exceptional service across its extensive network.

Why The Foschini Group Chose saasgenie for Data Migration

The Foschini Group (TFG) needed an experienced partner to overhaul its IT operations and enable a seamless transition to Freshservice. saasgenie’s proven track record of managing complex cloud migration strategies and delivering tailored solutions on time made us the ideal choice.

The Starting Point

TFG, a leader in lifestyle retail, faced growing pains in managing its IT processes. While their legacy Freshservice setup worked initially, the lack of scalability and flexibility hindered their ability to grow.
Key issues included:
Centralized Workflows: Complex configurations that didn’t cater to diverse departmental needs.
SLA Management Challenges: Difficulty monitoring and achieving compliance with service level agreements in cloud computing.
Large Data Volumes: Over 200 agent groups and 158 ticket fields requiring careful handling during migration.

saasgenie’s Approach:

From Limitations to Optimization

Detailed Assessment:

Identified inefficiencies and migration hurdles.

Custom Migration Tools

Built API connectors for accurate data mapping.

Phased Execution

Deployed solutions gradually to reduce disruptions.

Collaborative Configuration

Designed tailored workflows with TFG.

Seamless Deployment

Configured Freshservice for scalable IT operations.

Before vs. After saasgenie

Before saasgenie:

Centralized workflows
Complex, inefficient SLA tracking
Bottlenecks in data migration process
Inflexible configurations
Tight deadlines with potential risks

After saasgenie:

Tailored workspaces for each department
Enhanced SLA management in cloud computing
Seamless transfer of historical data
Scalable and user-friendly IT environment
Delivered ahead of schedule

The Transformation

SaaSGenie delivered transformative results for The Foschini Group

Post-Implementation Wins:

Complete Data Migration: Successfully transferred 95% of historical data with 99% accuracy, including 158 ticket fields, 289 service items, and 200+ agent groups.
Streamlined Workflows: Tailored configurations for IT, HR, and Finance departments enhanced efficiency.
Improved SLA Compliance: Boosted compliance rates by 25%, ensuring better service delivery.
Enhanced User Experience: Freshservice configurations allowed for intuitive and efficient process management.
Faster Operations: Reduced ticket handling time by 40%, significantly improving productivity.

Most Impressive:

saasgenie achieved a seamless transition for 5 business units while maintaining uninterrupted operations.

How We Achieved It

saasgenie ensured a seamless migration for TFG through customized solutions and meticulous execution.

Key interventions included:

Custom API Development: Addressed large datasets and complex workflows during the migration process.
Tailored Data Mapping: Ensured precise migration of ticket fields, notes, and service items.
Rapid Implementation: Delivered critical migrations ahead of schedule, including change record migration in just 22 hours.
Collaborative Execution: Partnered with TFG teams to adapt to evolving requirements and ensure smooth adoption.
This enabled TFG to transition seamlessly to Freshservice, improving IT efficiency while maintaining data integrity.
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Current State and Ongoing Challenges

Present Advantages:

Enhanced workflow management tailored to specific business units.
Improved resource allocation and team collaboration.
Advanced reporting capabilities for better decision-making.
Effective SLA tracking to ensure high service standards.
Streamlined service catalog management for easier navigation and use.

Areas for Optimization:

While the migration was highly successful, TFG continues to explore ways to optimize its operations further:
Ongoing performance tuning for optimal system efficiency.
Regular reviews of workspace configurations to adapt to changing needs.
Maintenance of integrations with emerging systems.
Periodic updates to workflows to enhance user experience.

What’s Next?

The successful migration to Freshservice’s workspace version has positioned TFG for sustained growth and operational excellence. The company is now focused on leveraging advanced capabilities to stay ahead in the competitive retail landscape. Future initiatives include:
Expanding Automation: Introducing more automated workflows to reduce manual intervention and errors.
Advanced Analytics: Utilizing cutting-edge analytics to gain deeper insights into operations and customer needs.
Enhanced Self-Service: Developing self-service portals to empower users and reduce dependency on support teams.
Cross-Workspace Optimization: Streamlining workflows that span multiple workspaces for greater efficiency.
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Ready to Transform Your IT Operations?

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FAQs:

1. What is Freshservice, and how can it benefit my business?

A: Freshservice is Freshworks product with a cloud-based IT service management (ITSM) software. It simplifies IT operations with features like incident management, asset tracking, and workflow automation, enabling businesses to provide efficient IT support.

2. How do Freshworks products integrate with each other?

A: Freshworks products, including Freshservice, Freshdesk, and Freshsales, are designed to integrate seamlessly. They offer a unified experience across customer support, IT service management, and sales, ensuring streamlined workflows and data consistency.

3. What is a cloud migration strategy, and why do I need one?

A: A cloud migration strategy outlines the process of moving IT systems, applications, and data to the cloud. It ensures a smooth transition, minimizes risks, and optimizes resources for scalability and cost efficiency.

4. What are data migration tools, and how do they work?

A: Data migration tools help transfer data from one system to another. They ensure data integrity, handle large datasets, and support complex transformations during migrations, reducing manual effort and errors.

5. What steps are involved in the data migration process?

A: The data migration process typically involves:

  • Assessing source and target systems.
  • Planning and mapping data fields.
  • Using data migration tools for extraction and transformation.
  • Validating and testing to ensure accuracy.
  • Deploying and monitoring the migrated data.  
6. How can I develop an effective data migration strategy?

A: An effective data migration strategy involves:

  • Defining objectives and scope.
  • Choosing the right tools for migration.
  • Ensuring data mapping and transformation accuracy.
  • Testing thoroughly before deployment.
  • Setting clear timelines and backup plans.
7. What is a service level agreement (SLA) in cloud computing?

A: An SLA in cloud computing is a formal agreement between a service provider and a client. It defines performance metrics, uptime guarantees, and responsibilities to ensure reliable cloud services.

8. Why is SLA important in cloud computing?

A: SLAs ensure transparency and accountability by defining service expectations like uptime, response times, and support. They protect clients by setting clear standards and compensation clauses for service failures.

9. How can I effectively manage SLAs in cloud computing?

A: Effective SLA management involves:

  • Monitoring compliance with automated tools.
  • Regularly reviewing SLAs to align with business needs.
  • Communicating with service providers to address any discrepancies.
  • Leveraging analytics to track performance against SLA metrics.