Staffing and recruitment has always been Akind's core business and over the years, Academic Work has helped more than 170,000 young talents find jobs, while providing its clients with just as many new colleagues. Headquartered in Stockholm, Akind currently has operations in six countries, more than 10,000 employees, a turnover exceeding €450 million, while continuing to grow.

The growth of a company is obviously positive, but it also poses certain challenges when it comes to managing information and coordinating the IT infrastructure. One example is how to ensure that several departments can work in the same system without risking data security.

- When I joined the company 12.5 years ago, we worked in a shared mailbox. We then bought a solution for customer service and support, which worked well until the General Data Protection Regulation (GDPR) came into force. This meant that not all groups could have access to all files anymore, and to ensure security, we had to start looking at other platforms," says Sebastian Lundbäck, technical application expert at Akind.

- The choice fell on Freshservice which could offer the features we were looking for and which has a user-friendly interface. The big advantage is that we can continue to work in the same system without having access to each other's files. We have built our own tenant of Freshservice and work with workspaces, where each group has its own interface (UI)," he continues.

Sebastian emphasizes that it has been a great advantage to have a Swedish partner, and that in many cases it is much easier to work with a local actor who can more easily understand the needs and challenges of the business.

- Synerity has been with us since the beginning of our journey with Freshservice and is and has been a great support and an important sounding board. It is a big plus to have a local partner who also understands our organization. Your consultants have been important pieces of the puzzle and are really worthy of a gold star each. We work closely with both the sales and consulting organizations and they know our stakeholders well.

- One of many examples where we have had great help from Synerity is the migration of our workspaces. These are large projects in themselves where you have to move all the cases. It's incredibly important to have a close partner who really understands the business and is passionate about finding solutions. There is always potential for development in the system and with that comes new challenges. But everything is easier when you have experienced and solution-oriented consultants to talk to," says Sebastian Lundbäck.

The Challenge:
One of the biggest challenges for Akind was that their support and operations department had outgrown their current system and now they were looking for a more scalable and mature IT case management solution.

The solution:
Synerity helped Academic Work (now Akind) in early 2021 to implement Freshservice, first for IT departments and then also for the remaining businesses that were active in the case management system that was replaced by Freshservice. After a successful implementation, later that year, about 250,000 cases were migrated from the old system to Freshservice. Synerity was the driving party in this work in close collaboration with Academic Work's project group and Freshworks.