Ambea
Ambea is Scandinavia's knowledge-leading care company and offers accommodation, support, training and staffing in health and social care. The goal is to be a quality leader in everything it does and the vision is to make the world a little better, one person at a time.
The care company Ambea currently has more than 30,000 employees in over 950 units in Sweden, Norway and Denmark, and is listed on Nasdaq Stockholm. It operates through the brands Nytida, Vardaga, Stendi, Altiden and Klara. It also conducts training activities within Lära. However, running such a large organization requires a good structure and a strategy for how to streamline and find synergies.
By making use of Freshservice IT Service Management(ITSM) and Enterprise Service Management(ESM) solution, Ambea has been able to centralize 8 different departments into separate workspaces in one system. This means that they can work independently of each other, but also collaborate between the departments. Something that has both streamlined work and increased user-friendliness and customer satisfaction.
- We focus a lot on how we can find common ways of working within the group, and the fact that our businesses in all three countries are now using Freshservice is a great example of this. Freshservice is very user-friendly and it's easy to do the right thing. Thanks to Freshservice , we have been able to gather 8 workspaces in areas such as IT, HR and finance in one system," says Jessica Roos, IT project manager at Ambea.
And just as the implementation of a system is a critical investment, management is a very important ingredient to ensure that the system continues to deliver value throughout its lifecycle. This is where Synerity's expertise in both technical support and strategic advice comes in.
- Since we hired Synerity as a full-service partner 2.5 years ago, we have gained a smoother and more comprehensive management. They are a reliable partner that provides technical and strategic support and has more specialized expertise, higher quality and deeper knowledge than previous partners. Synerity continuously helps us optimize our work and provides us with strategic advice. I am in contact with them almost every day and we also have scheduled meetings every two weeks," Jessica continues.
- Our needs change over time, so it's great to work with an agile partner who understands our challenges. Synerity supports us with everything from management to further development and helps us make the right decisions to achieve the business goals. There are not many of us working with these issues at Ambea, so you could say that Synerity's consultants are some of my closest colleagues.
- I appreciate that we have such good communication and transparency and that Synerity is very proactive in its work. In the long run, we also want to start using more of the AI features (Freddy AI) that Freshservice offers, and it feels safe to have an experienced and competent partner in that work, says Jessica Roos.
"Since we hired Synerity as a full-service partner 2.5 years ago, we have gained a smoother and more comprehensive management. They are a reliable partner that provides technical and strategic support and has more specialized skills, higher quality and deeper knowledge than previous partners."
The challenge:
One of the biggest challenges for Ambea was that the IT department had extensive responsibility for all devices using Freshservice.
The solution:
To relieve the burden on IT and enable non-IT units to take responsibility for and develop their own processes, service catalogs, statistical needs and more, Synerity delivered a transformation project in Q4 2023 to develop the ITSM platform into an ESM platform.
Outcome:
The result has been a clearer commitment from unit managers and super users outside IT. This has led to lower license costs, simplified budgeting and created opportunities for IT to focus on its own goals, such as establishing a group-wide service desk for operations in Sweden, Norway and Denmark. During the collaboration, Synerity has established itself as one of Ambea's trusted advisors and as a strategic partner. Based on Ambea's group-wide business plan, we define together a long-term Road Map within ITSM/ESM, Automation/Integration, Governance, Risk & Compliance and AI adoption.