Svevia is an independent state-owned company with operations throughout the country. As Sweden's largest company in operations and maintenance and one of the country's largest road and construction companies, it currently has about 2,100 employees at over 100 locations, and a turnover of approximately SEK 11.2 billion (2023).

The business is divided into the Civil Engineering, Operations and Industry divisions and the subsidiary Arento, which rents and leases construction and civil engineering machinery. The core business consists of carrying out new construction and managing the operation, service and maintenance of Sweden's roads and other infrastructure.

Svevia's IT department faced a challenge when, three and a half years ago, it decided to take its service desk and support in-house. They needed an ITSM tool and after careful consideration decided to choose Freshservice with Synerity as their local partner.

- "Our focus was that this work had to be done quickly, but at the same time we were starting from scratch and had low process maturity internally. We started by holding internal workshops on which processes were prioritized, and then went to Synerity for support on how the tool could help us," says Sofia Nährström, service area manager for IT support and ITSM at Svevia.

- "What we particularly liked about Freshservice was that the tool is very educational and user-friendly for our end users. Even Arne with little computer experience sitting in a plow truck must be able to quickly and easily understand how the system works," she continues.

The joint assignment was to implement a new ITSM tool that supported the ITIL processes Incident Management, Problem Management, Change Management, Asset Management, Alert Management and also set up opportunities to manage the orchestration of orders for Sweden, Norway and Denmark. However, early on in the implementation of Freshservice , they encountered some challenges and quickly decided to do as much as possible "out of the box".

- "We had a strong focus on bringing all our hardware, such as mobile phones and laptops, into the platform, but also alert management and all our other existing systems. This required staff with broad expertise. And we have really gained that competence through Synerity.

- Everyone I have worked with at Synerity has always been very flexible and is only a message or phone call away. You get insanely fast responses from both consultants and support. They are committed, have an overview of the situation and are also very proactive in providing tips on news and changes. In addition, they basically handle all the dialog with Freshworks. I really appreciate our cooperation, says Sofia.

After Synerity helped lay the foundation, Svevia has then continued the work of building automated flows for orderable objects within the business on its own.

- I would think that we are the one of Synerity's customers who have automated the most in Freshservice. Recently, we have worked a lot with alarm management, where we have switched to a new flow that is set up in exactly the same way as the automated orders. We have also been in dialogues directly with Freshworks and given them input on how to build flows and automation.

- In the long term, we would like to see more groupings in Freshservice. First and foremost the HR department, but it may also be relevant with more, such as central incident management. However, we will not work with workspaces, but it will be in the form of various administrator groups, concludes Sofia Nährström.