How Aramex Cut IT Ticket Resolution by 35% and Saved $56,000 a Year Replacing a Legacy Service Desk
The Challenge
Aramex, a global logistics and transportation company with 200+ IT agents across multiple regional teams, was operating on a rigid, on-premise IT service desk that had become a bottleneck as the business scaled. The system was clunky to administer, difficult to configure without vendor involvement, and lacked the automation capabilities needed to handle growing service request volumes. Siloed communication between local and global IT sub-teams meant tickets escalated unnecessarily, knowledge was not captured or reused, and resolution times were slow across the board. The technical debt of maintaining an inflexible on-premise system was compounding — the team was managing infrastructure complexity instead of resolving issues.
The Solution
Freshservice replaced the on-premise system with a cloud-based IT service desk covering all three of Aramex's global IT sub-teams. Multi-channel service delivery — including self-service portal and mobile access — reduced direct agent contact for routine requests. A structured knowledge base captured solutions to recurring queries, enabling employees to resolve issues without raising tickets. Automated workflows handled repetitive tasks that had previously required manual agent intervention. Centralised asset tracking and repository gave IT full visibility across the global infrastructure estate.
The Outcome
Ticket resolution time fell 35% after implementation. Agent productivity improved 50%, as automated workflows and knowledge base deflection removed the routine workload that had previously consumed agent time. Related queries — issues that generated follow-up tickets because the original response was insufficient — declined 50% as knowledge base articles captured full resolutions. Annual cost savings totalled $56,000 through reduced manual overhead and eliminated legacy system maintenance costs.
Strategic Takeaway
Aramex's IT service desk problem is common in global logistics operations: high-volume, repetitive service requests across a geographically distributed IT team, managed on a legacy platform that can neither automate nor scale. The 50% productivity improvement is not primarily a speed metric — it reflects the proportion of agent time previously consumed by tasks that should not have required an agent at all: recurring queries answered by knowledge base articles, routine requests handled by automated workflows. The $56,000 annual saving is the financial expression of that shift. For logistics operators where IT uptime directly affects operational throughput, the hidden cost of slow IT resolution is far higher than the visible support cost — faster resolution means faster recovery when systems affecting shipment processing fail.
- In high-volume IT environments, agent productivity improvement requires deflection — not just faster resolution. Knowledge bases and automated workflows remove whole categories of tickets before they reach an agent.
- Legacy on-premise service desks compound their cost over time: maintenance overhead grows, configuration requires vendor involvement, and automation capability stagnates. Cloud migration resets this trajectory.
- For logistics operators, IT resolution speed is an operational metric. Every hour an agent or driver cannot access a system has a downstream impact on shipment processing — IT support SLAs should be benchmarked against operational impact, not just user satisfaction.
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