Farmlands is a nationwide rural supply co-operative of 70,000 shareholders from rural communities around New Zealand with the sole aim of reducing input costs for its members.
Before the pandemic, Farmlands moved its enterprise ITSM to ServiceDesk Plus Cloud, enabling its end users to access IT services and raise issues across departments without requiring a VPN connection. ServiceDesk Plus allows teams at Farmlands to create dynamic templates, making ticket creation easy for its end users and technicians. The reporting feature lets managers generate quick reports out of the box. Farmlands also established a comprehensive knowledge base for its end users, who can access it through the self-service portal. This has enabled the end users to self-resolve L1 issues while the technicians focus on more complicated issues and requests.
ServiceDesk Plus enables Farmlands to create customized SLAs to resolve incidents and service requests on time while elevating the end-user experience in the organization. Farmlands also adds, tracks, and monitors its assets with the help of the ServiceDesk Plus mobile app.