Queensland Airports Limited, which owns and operates Australia’s Gold Coast, Townsville, Mount Isa and Longreach airports, has hired global business software provider Freshworks to streamline its IT operations.
Queensland has begun using Freshservice, Freshwork’s cloud-based ITSM software, to manage its catalog of service level agreements and IT assets – including security cameras and wi-fi connection points across the airports.
With the implementation of a purpose-built ITSM SaaS solution to deliver ITSM services, Queensland’s technology team has reduced the time it takes to identify and resolve issues, freeing it up focus on the delivery of wider strategic objectives. This change is particularly beneficial in what can be a complicated and time-consuming environment, managing an array of assets across multiple sites.
Mark Allen, general manager of technology, Queensland Airports Limited, said, “As an airport operator, streamlined IT operations are crucial not only for the smooth running of our four airports but also to enhance the passenger experience.
“Now, we have close to 50 employees using the platform across our IT, facilities and maintenance teams — this helps us provide a leading service for the 8.4 million passengers who pass through our four ports every year.
“Freshworks has been easy to set up and use, particularly as the implementation process only took 60 days. The technology has enabled us to work more collaboratively, so much so, we’re now hoping to explore using it for other aspects of the business such as aviation services and operations.”