How building firm Travis Perkins is laying the foundations for agentic AI

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After around 13 years on its heavily customized, legacy platform for service and operations, Travis Perkins wanted to switch to an ITSM system that it could self-manage and offer better control. With a renewal of its old software coming up, the builders’ merchant took the opportunity to source a more appropriate tool to meet its latest needs.

In the summer of 2024, the firm started to look at the market to see what tools were available, and after going through that process, it ended up selecting Freshworks. After nine months of set-up time, the project went live last September.

The main reason for the selection was around control. Brett Jackson, Head of IT Service Operations at Travis Perkins, explains:

The biggest users of the tool are generally in my space, in the service and operations space, yet the old tool, any work required on it was full-on coding and sat...

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