Post by Freshworks

Name: 350 agents. 15 help desks. Unified in just 3 months. In Belgium, Carrefour, one of Europe's largest
Uploaded: 2026-04-06T16:07:21.378Z
Channel: Freshworks
Description: 350 agents. 15 help desks. Unified in just 3 months. In Belgium, Carrefour, one of Europe's largest retailers, coined the "Walmart of Europe", was hitting the limits of its legacy ITSM, with no room

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350 agents. 15 help desks. Unified in just 3 months. In Belgium, Carrefour, one of Europe's largest retailers, coined the "Walmart of Europe", was hitting the limits of its legacy ITSM, with no room for customization or innovation at a critical stage of growth. CIO Loïc Wydouw oversaw a digital transformation project to unify 15 help desks across the organization. Needing to move quickly, he chose Freshservice to bring all agents onto a single platform and streamline operations across functions. The result: a centralized view of operations and a unified self-service portal that simplifies incident management. Agent satisfaction and productivity have soared. See how they did it here: https://lnkd.in/gfa-WQue

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