Organic adoption becomes the real measure of successful IT platform rollouts
IT teams are under growing pressure to do more than keep the lights on — employees now expect the same seamless digital experiences at work that they get in their personal lives. Freshservice transformation is turning traditional IT service desks into intuitive, employee-first platforms that drive measurable improvements in experience and operational agility for global enterprises.
In response, the IT service management market is evolving to do more than track tickets. For New Balance Athletics Inc., a global athletic footwear and apparel brand, the bar for internal IT support is set by the same standard as its products — it has to work for the people using it, according to W. John Boers (pictured), system administrator for the Freshservice tool at New Balance.
“As a running shoe company, we obviously use technology to gain an edge in the market itself,” Boers said. “We want to make sure, in our IT team, that we also deliver that same level of technology and service to our associates that are supporting all of that — whether that’s our retail teams, or finance, product management. We want to make sure they have a tool that gets them the solutions they need in a timely manner.”
