Bravida
Bravida is one of the Nordic region's leading suppliers of end-to-end solutions for servicing and installing electricity, plumbing, ventilation and other technical functions in buildings and facilities. The company offers a wide range of services and strives to create resource-efficient and sustainable solutions for its customers.
With a history stretching back to the 1920s through its origins in BPA, Bravida has today grown to become one of the largest installation and service companies in the Nordic region. In 2024, the group's net sales amounted to SEK 29.7 billion and the business currently has around 14,000 employees in more than 180 locations in Sweden, Norway, Denmark and Finland. The collaboration with Synerity began in the spring of 2024 when the company decided to choose Freshservice as its new case management system.
- Our Business Technology department started to outgrow the existing case management system, as it no longer lived up to our expectations and needs. Therefore, we started looking for a new tool that we could also use in more group functions where shared mailbox was the primary tool, says Johan Bergfors, Head of Core Support at Bravida.
- The first thing we did was to investigate what the needs were in other parts of the business. Pretty soon it became clear that there was a lot of interest in stepping into a common case management system to simplify collaboration between departments and increase collaboration. Many people work with administrative tasks and needed a tool that could help automate and optimize costs, he continues.
This analysis led a project team to put together a business case and start reviewing the market to get a gross list of different exciting solutions. They selected about ten suppliers that there was value in contacting and then sent out an RFI.
- Synerity wasn't really involved from the start, it was another partner who ran the first demo. That presentation was not entirely convincing, so at first Freshservice slipped down the list a bit before Synerity stepped in and took over. Everyone who sat in from the different departments had to rate both the presentation and the product. And thanks to a very good presentation by Synerity and the fact that Freshservice ticked all the boxes in the requirements specification, the rating rose significantly.
- Once we have decided on Freshservicewith Synerity as our Swedish partner, the implementation got underway fairly quickly. We chose to manage the implementation ourselves with Synerity as support. Initially, the project plan was that the first group function Business Technology would be launched in the fall, but already in May our department could go live with close to 100 agents. During the fall, we then implemented another group function in the system.
Johan also emphasizes the benefits of having a flexible collaboration based on the fact that most of the implementation and development work is done with internal resources. At the same time, Synerity is never more than a phone call or email away.
- Initially, we did a lot of the implementation ourselves, but we had continuous coordination meetings with Synerity's consultant Erik Alm, who also helped build various solutions. From Synerity's side, the focus has always been that we should develop our skills in the system and learn to build and manage it ourselves. They have been very clear and good at maintaining the transfer of skills and we have a great collaboration.
- When we then had to implement more departments in Freshservice time and resource capacity became scarce for us. We therefore signed a resource reinforcement package with Synerity, which has meant that Erik has driven the processes to a much greater extent and has been the one who has taken the lead. It has also led to the collaboration being scaled up and becoming even tighter, and we continue to continuously brainstorm various issues and exchange knowledge with each other.
" From Synerity's side, the focus has always been on developing our skills in the system and learning to build and manage it ourselves. They have been very clear and good at maintaining the transfer of skills and we have a great working relationship."
What do you see as the major advantages of Freshservice?
- That you can get down to a very basic level that anyone can do, while there is also the potential to make it very complex. Freshservice has a lot of capacity and from an IT perspective it's great that there is so much functionality and so many choices. A big advantage is also the scalability of permissions to control and limit access to both functionality and data. This without compromising the collaboration between the group functions. Now that all departments are live, you can scale up the focus on functionality and look at different automations. We have only begun to scratch the surface and still have a journey left to fully utilize all functions and capabilities, concludes Johan Bergfors.
The challenge:
The collaboration with Bravida began in the spring of 2024 when they started the implementation of Freshservice as their new ITSM system. Synerity was engaged as a partner with a focus on contributing core competence around the solution and supporting specific use cases. Due to organizational changes and new needs, Bravida decided in February 2025 to further expand the collaboration with Synerity and the work is now continuing to further streamline case management and digitize the processes.
The solution:
Bravida started the implementation of Freshservice in March 2024 and then went live with the IT organization in May the same year. The processes that went live were Incident management, Service Request management via integration to external order portal, Problem management and parts of Knowledge management. During the autumn, regular workshops were held to improve the experience in the system and address particularly challenging processes and needs. Already in early autumn, parts of the HR organization in Sweden were onboarded, which marked the start of broadening the use of Freshservice outside IT.
Later in the autumn, Bravida launched an initiative to include both Lön Sverige and Shared Service Center in Freshservice. This work was carried out mainly with internal resources, but with continued advice and support from Synerity. The implementation continued until the end of the year. During the spring, intensive work was carried out to onboard Lön Sverige and Shared Service Center in Freshservice and to analyze and adapt their existing working methods. In parallel, there was an ambitious migration project to transfer vital case data. Before the summer, all the groupings had gone live, and the implementation covered not only Sweden but also Norway, Denmark and Finland.
After the 2025 summer break, the focus has been on further developing and improving the way of working within the departments that use Freshservice in different workspaces. A particular focus has been to create better collaboration between these workspaces and to increase the degree of automation. The goal has been to streamline case management and digitize processes.
The outcome:
The reception of Freshservice within Bravida has been positive, and the system is seen as an important step towards increasing the efficiency and quality of internal service. Through automation, digitization and integrations, conditions are created for the departments to free up time for improvement work and increased value for the business. Synerity is inspired by Bravida's determined journey towards establishing a more collaborative and efficient service organization. Despite complex conditions and a broad business, Bravida shows a clear willingness to develop its way of working and take advantage of Freshservice as a platform for long-term innovation and improvement.