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The Freshworks Freshservice IT Service Management Benchmark Report (FBR), which surveyed more than 9,400 organizations across over 100 countries, found that organizations that automate business processes with workflows saw a 26.63% reduction in average resolution time (ART) and improved first contact resolution of employees by 77%.
Additionally, CIOs indicate that the lack of alignment between IT and the business is their third biggest challenge within their organization (IDCs CIO Sentiment Survey 2024, n = 395 ). And alignment between IT and the business is still a challenge according to my conversations with CIOs today, and it has been for a long time.
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