Cordaan: creating one intuitive service portal with Freshservice
Cordaan is one of the largest healthcare organisations in Amsterdam, providing elderly care, home care, mental healthcare and care for people with disabilities. With around 7,000 FTEs supporting approximately 20,000 clients, efficient internal services are essential to its day-to-day operations.
At a glance
Customer
Cordaan
Industry
Healthcare
Challenge
Bring fragmented service channels together in one intuitive environmen
Solution
Freshservice
2Grips expertise
Implementation · ITIL Processes · Integrations · Workflow Automation
One place for employees to get the support they need
Cordaan has ambitious plans for digitalisation and innovation. But its existing service landscape had become fragmented.
Employees often struggled to find the right place to ask a question or report an issue. Different departments had their own entry points and ways of working, making it difficult to provide a consistent service experience.
Cordaan wanted to create one central self-service environment where employees could easily request support — regardless of whether their question was related to IT, facilities, housing or another internal service.
At the same time, the organisation needed a solution capable of connecting different applications and bringing data together intelligently.
Freshservice as a foundation for Enterprise Service Management
After considering several ITSM platforms, Cordaan selected Freshservice.
The platform offered the combination the organisation was looking for: a user-friendly portal, extensive integration capabilities and enough flexibility to support different use cases across the organisation.
For Cordaan, this was about more than introducing a new ITSM tool. The ambition was to create a future-proof foundation for Enterprise Service Management, allowing different departments and services to gradually come together within one environment.
This also meant a change in mindset: moving away from separate departmental solutions towards a shared service approach.
Building an intuitive employee service portal
Together with 2Grips, Cordaan developed an extensive employee portal in Freshservice called Het Servicepunt.
Employees can use one central environment for questions relating to areas including facilities, housing, IT and applications. The portal guides them intuitively towards the right solution.
Where possible, employees can resolve their question themselves. If additional support is required, a ticket can be created directly.
Behind that simple user experience lies a more complex setup of workflows, data structures and integrations. Cordaan and 2Grips worked together to configure the platform around the organisation’s different use cases and requirements.
Smart workflows and structured data
Making complexity easier to manage
Cordaan makes extensive use of Freshservice’s workflow automation, APIs and custom objects.
Data from existing systems was converted into structured information within Freshservice. This makes it possible to create detailed relationships between data and use them to support intelligent service requests and workflows.
The result is a platform that can accommodate complex processes behind the scenes while keeping the employee experience simple.
Breaking down organisational silos
The introduction of Freshservice also brought different departments closer together.
By connecting services and data in one central environment, Cordaan has been able to break down organisational silos and improve collaboration. Ticket data provides insights into workloads, recurring questions and opportunities for improvement.
2Grips supported Cordaan throughout the implementation, helping to safeguard the ITIL processes and working on integrations and complex workflows within Freshservice.
One portal. Better collaboration. Smarter processes.
One central service portal
Employees have one intuitive place to go for support across different internal services.
More overview
Bringing services, data and workflows together creates greater visibility across the organisation.
Faster resolution
Automation and intelligent workflows help requests reach the right people and processes more efficiently.
Better collaboration
Departments work more closely together instead of operating in separate service silos.
Automated processes
Workflow automation, APIs and structured data reduce manual steps and enable more sophisticated service processes.
A scalable ESM foundation
Freshservice provides Cordaan with a platform that can continue to expand as more services and use cases are added.
Ready for what comes next
Cordaan continues to develop its service environment.
The organisation plans to use Freshservice dashboards to monitor KPIs and other key metrics, including maximum resolution times. It also wants to expand its knowledge base so employees can find answers themselves more easily and relevant stakeholders can contribute to that knowledge.
Facing a similar challenge?
Want to bring fragmented services together, automate workflows and create a better service experience for your employees? 2Grips can help you turn Freshservice into a service platform that works across your organisation.