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 with the city's shared IT platform, HEM decided to start exploring alternatives to find a solution that would allow all departments within the company to work in the same tool.
– When I started at HEM about three years ago, we embarked on a journey to find a better and more efficient way of working. Working in the city-owned IT platform was quite difficult, 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 departments together in the same tool, and that's when Freshservice as an exciting alternative," says Jesper Ottosson, former head of IT infrastructure at HEM.
"It was our contracted software supplier, Atea, who recommended Synerity a Swedish partner. We really started from scratch with the new system and have had incredible help from Synerity 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 highlights 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 strength is that it is so user-friendly, while at the same time being highly developable and having a wide range of applications. We find it fun and inspiring to work in the system and have achieved better internal communication between our various departments. A lot of automation has also been implemented, which saves both time and money.
"We are continuously building up our knowledge base with the aim of being able to manage and run the day-to-day operations of the system ourselves. However, we still have close contact with Synerity, and there are also plans for HEM to start using more of Freshworks , 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-licenses 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.