Confronting rising expectations for seamless workplace digital experiences, New Balance Athletics modernized its IT service platform by implementing Freshservice, which rapidly gained enthusiastic adoption across departments worldwide and paved the way for AI-driven operations.
- Legacy IT tool replaced by user-focused Freshservice platform
- Global rollout with integrated onboarding streamlines operations
- Non-IT departments adopt platform organically, expanding usage
What happened
New Balance Athletics recognized the need to upgrade its internal IT service management in response to rising employee expectations for workplace digital experiences on par with personal technology. The company replaced its outdated, agent-centric tool with Freshservice from Freshworks, a platform designed to provide intuitive and efficient IT support. This transition was completed in just a few months, culminating in a global rollout rather than a phased regional approach.
The rollout was supported by an implementation partner, Whitlock Infrastructure Solutions, and included integration with Workday to automate new hire provisioning. This seamless deployment enabled IT teams worldwide to immediately benefit from improved service desk functionality and visibility.
Why it matters
The shift to Freshservice marks a significant evolution in how enterprise IT service platforms are judged—not just by ticket management efficiency but by employee satisfaction and cross-functional utility. New Balance sets its internal IT service performance standard as high as its product standards, emphasizing technology that genuinely serves associates across retail, finance, product management, and more.
The organic adoption of Freshservice by departments outside IT, such as finance, facilities, and loss prevention, underscores the platform’s broad appeal and user-friendly design. This phenomenon illustrates a growing trend in enterprise technology where employee-first tools foster widespread engagement and streamline organizational workflows.
What to watch next
New Balance is laying the groundwork to leverage AI-powered operational enhancements within Freshservice to further optimize service delivery. Observers should watch for developments in AI integration that could help automate and personalize IT support experiences even more effectively across global teams.
The successful global rollout and organic expansion beyond traditional IT users at New Balance may encourage other large enterprises to reconsider their ITSM implementations, favoring platforms that prioritize user experience and cross-departmental applicability. Monitoring adoption patterns and AI-driven feature rollouts within Freshservice will offer insights into the future direction of enterprise IT service management.