Helsingborgshem
Helsingborgshem is a public housing company founded in 1946 and owned by the City of Helsingborg. The company's mission is to create attractive housing that contributes to the city's growth, development, and appeal as a place to live.
Helsingborgshem also has a mission to participate in urban development work, ensure that there are good services in the various districts, and contribute to making Helsingborg an open and inclusive city and promoting community and security. The total property portfolio comprises approximately 12,000 apartments and 200 commercial premises spread across some 30 different residential areas.
The business has now grown to include more than 250 employees, and statistics show that approximately one in seven Helsingborg residents lives in a property owned by Helsingborgshem. The business is to be conducted according to commercial principles in a manner that promotes long-term sustainable development, both economically, socially, and ecologically.
When it was time for Helsingborgshem's IT department to start looking for a new, more modern and user-friendly ITSM system, their attention soon turned to Freshservice. After careful consideration, they decided to choose it as their new solution and to engage Synerity their local partner.
We previously had an outdated case management system that simply no longer met our expectations and needs. One of the reasons we chose Freshservice our new solution is that there had been some good experiences with the platform in the organization in the past, and I myself have been involved in implementing it at previous workplaces. Freshservice not as cumbersome as many of the other major players, and its simplicity makes it easy to manage daily work, even for beginners. In addition, it does not require a lot of consulting, but rather allows us to do much of the development ourselves. Most of the solutions we purchase today are SaaS solutions, so we don't have to deal with maintenance and updates, says Filip Landén, IT Delivery Manager at Helsingborgshem.
Filip also highlights the advantages of having a Swedish partner that is also based in the same city. And he is impressed by the knowledge and expertise that Synerity's consultants have been able to contribute during the implementation.
– It has been very nice to have a Swedish consulting firm that is also located here in Helsingborg. We get concrete help when we need it, without long lead times. Synerity helped us build the foundation, set up a regulatory framework, and automate case distribution. They have also helped us with integration with both our previous and current IT partners.
"I have to say that it's very rare to come into contact with consultants who have such in-depth knowledge of the systems they deliver. There hasn't been a single question that they haven't been able to answer or find a solution to. They are very alert, which is worth its weight in gold for us as a customer. We went live with the integration with ATEA three months ago, and so far everything has gone very smoothly.
The collaboration is now continuing with regular reviews, and a new self-service portal will also be launched shortly. There is also hope that more processes and departments can be moved into the system in the long term.
– We continue to have quarterly reviews with Synerity seek help when the need arises. So far, it is primarily the IT department and the employees who work with us in various ways who have access to the system. But if we see that there are symbiotic effects going forward, we are of course open to bringing more departments and employees into the system. Among other things, we have looked at moving HR onboarding processes into the platform. In addition, we are in the process of launching our self-service portal, where we will need Synerity help Synerity setting up various forms, etc. We have high hopes that in the long run, it will both simplify and streamline our work, concludes Filip Landén.
“Ihave to say that it is very rare to come into contact with consultants who have such in-depth knowledge of the systems they deliver.”
The challenge:
Replacing the previous ITSM tool, which no longer met Helsingborgshem's expectations and needs, with Freshservice. A more modern and easy-to-use solution that has provided a better overview and management of assets (CMDB) and more efficient case management.
The solution:
Synerity the challenge of working with Helsingborgshem to implement Freshservice to further streamline and automate the IT department's case management. The focus has been on making the solution easy to manage and build on, so that the customer can add more processes and departments as the need arises. Synerity also provided assistance with integration with a hardware supplier and held training sessions and workshops on site with the customer.
The outcome:
Thanks to Freshservice Helsingborgshem Freshservice has a fully-fledged case management system that gives them complete oversight of their cases and assets and allows them to monitor service levels. Over time, we have also seen an increase in the number of users in the system, and there is potential to connect more users and departments in the future. Helsingborgshem is an excellent partner that has shown great commitment and quickly become self-sufficient in the system. After implementation, Synerity continued as a supportive partner with ongoing reviews to optimize usage and ensure that the solution continues to create value over time.
