Fagerhults Belysning AB is part of the Fagerhult Group, which has a total of around 4,100 employees in 27 countries around the world. The Swedish factory in Fagerhult remains where it all started, and has been expanded some forty times over the years. With sustainability and connected solutions at its core, the company focuses on production for offices, schools, healthcare, retail and outdoor applications.

When the need arose for the company to start looking at a new case management system, which could eventually be common to the entire business, the choice fell on Freshservice with Synerity as a local partner.

- Fagerhult lacked an enterprise-wide case management system, which is why Freshservice caught our eye. It was important to find a future-proof system that could work across many different parts of the business. We invited people from many different departments to participate in evaluating the different options to find a system that many people liked and that met the needs, says Astrid Hägg, Operational Developer at Fagerhult Belysning AB.

- We also conducted a survey of the different systems we were using in the organization to see which ones could be replaced by Freshservice. Our digitalization and data analytics department is quite new and we are tasked with helping the business automate and digitalize their processes. The main advantage of Freshservice is that it is very easy to work in the system and it feels like they are at the forefront of development, she continues.

However, introducing a completely new solution in the organization can pose some challenges and it is important to have a good anchoring in the business. The goal has also been to become as self-sufficient as possible regarding the system, and Astrid feels that Synerity has been a very good support.

- I would say that Fagerhult in general is an organization that wants to move forward and that finds it easy to adopt new technology. At the same time, many of our employees have been with the company for a long time and are used to working in a certain way. But I feel that regardless of age and background, there is a curiosity and a positive feeling for wanting to develop and learn more.

- Our starting point has always been that we want to be able to do as much as possible ourselves in the system, and not become so dependent on consultants. Synerity has been a great support and has helped us grow into the system and shown us how to build. A good example of streamlining is the integration with one of our suppliers where we buy hardware. Now we do not have to make purchases manually, which saves both time and money. We have also built a license management system that has given us a better overview. I absolutely believe that Freshservice will be an important part of further increasing the quality of our work, Astrid Hägg concludes.

- I feel that our collaboration has worked very well and that Fagerhult has come up with many exciting ideas that have challenged us to find new solutions. Both parties have learned an incredible amount along the way and the goal has always been for them to be as self-sufficient as possible in the system. Expectations were high, and it feels extra fun to be able to get a good delivery, says Daniel Söderlund, Solution Consultant at Synerity.

The challenge:
Fagerhult needed to find an enterprise-wide case management system that met the different departments' requirement profiles and was at the forefront of the use of new technology.

The solution:
Fagerhult found Freshservice to be the solution that best met their needs, and saw great benefits in the ease of working in the system at any level. Synerity has acted as a competence partner and problem solver, guiding the implementation, helping employees grow into the system and showing how to build on and develop the solution. The goal has been to make Fagerhult as self-sufficient as possible in the system through knowledge transfer and avoid becoming dependent on consultants.