Halmstad Energy and Environment (HEM)
Halmstads Energi och Miljö AB (HEM) is the municipality's wholly owned energy and waste company that supplies electricity, heating, cooling, waste management and energy services to both companies and private households.
Ever since HEM was founded in 2006, it has focused purposefully on putting sustainability at the center to create a simple and environmentally smart everyday life for its customers. The group also includes the subsidiary Halmstads Energi och Miljö Nät AB, and in total the two companies have a turnover of around SEK 1.2 billion and around 300 employees.
After many years of working on the city's common IT platform, HEM decided to start exploring the options to find a solution where all departments within the company could work in the same tool.
- When I joined HEM about 3 years ago, we started a journey to find a better and more efficient way of working. Working in the IT platform owned by the city was not working well, and we had poor communication between departments internally as everyone was working in different systems. We wanted to find a solution that could bring all the departments together in the same tool, and Freshservice was an exciting alternative," says Jesper Ottosson, former Head of IT Infrastructure at HEM,
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- It was our contracted software supplier Atea who recommended Synerity as a Swedish partner. We really started from scratch with the new system and have had incredible help from Synerity since day one. In fact, we were up and running after just one month. The consultants are very responsive to our needs and are never more than an email or phone call away," he continues
When it comes to the benefits of Freshservice as a product, Jesper emphasizes the fact that the solution is easy to use regardless of knowledge level. But also that it is modern, scalable and can be integrated with many other systems.
- I would say that Freshservice 's great strength is that it is so user-friendly, while at the same time the solution is very developable and has a great breadth. We find it fun and inspiring to work in the system and have improved internal communication between our different departments. There have also been a lot of automations that save both time and money.
- We are continuously building our knowledge base with the aim of being able to manage and run the daily operations of the system ourselves. But we still have close contacts with Synerity, and there are also plans for HEM to start using more of Freshworks solutions such as Freshdesk, Freshsales and Freshmarketer, concludes Jesper Ottosson.
"I would say that Freshservice 's great strength is that it is so user-friendly, while at the same time the solution is very developable and has great breadth."
Challenge:
Halmstads Energi och Miljö (HEM) had several business units - energy, waste, environment - that needed a more structured way to receive, distribute and follow up cases. A lot was handled in different systems and email flows, which made it difficult to get an overall picture, comply with SLAs and create a uniform service delivery internally. They needed a modern ITSM support that could be adapted to municipal operations and that did not require a heavy implementation.
Solution:
Synerity delivered Freshservice and completed the implementation in 2023. We set up the service catalog, case flows and roles based on HEM's own processes and supplemented with training so that the organization could quickly start working in the system. The focus was on making the solution easy to manage and build on, so that HEM themselves can add more processes and departments as the need arises.
Outcome:
With Freshservice , HEM has a unified case management system where cases are not lost and where you can measure and follow up on service levels. Users encounter a clearer structure, processing is faster and management gets a better basis for improvement. After the implementation, Synerity has continued as a supporting partner with ongoing support and advice to optimize the use and ensure that the solution continues to create value over time.