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Capgemini Healthcare global

Fresenius Digital Technology

IT Operations Automation

Fresenius Digital Technology needed a scalable global IT support channel that improved user access and ticket resolution without adding a separate external technology stack.

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FreDi was created in less than three months
More than 130,000 FreDi interactions since the initial go-live in September 2023
Nearly 3000 FreDi chats answered by agents in the last 6 months
Over 5000 completed FreDi interactions per month in the last 6 months

Reported impact

Business outcome

Fresenius Digital Technology created a high-volume virtual support channel that speeds IT interactions, increases chat-based ticket intake, and improves user experience without adding a new external stack.

  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

Fresenius Digital Technology worked with Capgemini, ServiceNow, and Microsoft to build FreDi, a virtual-agent service layer for global IT support without adding a separate external stack. The program began with discovery workshops and requirement definition, then moved into a ServiceNow development cycle where the team iteratively built and tested the assistant against user feedback. FreDi was deployed inside the ServiceNow User Portal and Microsoft Teams so employees could open incidents, check ticket status, approve requests, or escalate to live agents from the same chat experience. The implementation emphasized transparent access across device types, future-ready architecture, and a seamless journey from request initiation to resolution. After launch, Capgemini provided hypercare while the virtual agent began handling large volumes of routine IT service interactions and surfacing chat popups when support teams updated tickets.

Data flow

Employees start IT support conversations in Microsoft Teams or the ServiceNow User Portal, where Virtual Agent and ServiceNow workflows create or update tickets, surface status information, route cases to live agents when needed, and push responses back through chat.

Solution architecture

5 components · 2 layers
  1. Compute
    • Virtual Agent Handles chat-based IT support actions such as ticket creation, status checks, and escalations to live agents.
  2. Serving
    • FreDi Provides the branded virtual assistant experience for Fresenius Digital Technology users seeking IT support.
    • ServiceNow Hosts the service-management workflows and development cycle behind the support experience.
    • Microsoft Teams Gives users a chat entry point for 24/7 IT support interactions and agent handoff.
    • ServiceNow User Portal Provides a second user entry point for FreDi interactions and ticket management.

Architecture clues

  • Capgemini provided hypercare support after deployment
  • Implemented without adding an external technology stack
  • Integrated with Microsoft Teams and ServiceNow User Portal
  • Users can approve requests directly in chat without opening ServiceNow

Evidence from the source

"FreDi was created in less than three months and met over 60 functional requirements"
"Fresenius implemented Virtual Agent integrated with Microsoft Teams, giving users 24/7 access to IT support via chat."
"The company worked with Capgemini, ServiceNow, and Microsoft to develop “FreDi,“ a virtual assistant"
"To this point, FDT’s end user community has interacted with FreDi more than 130,000 times"
Transparency Evidence & methodology 90/100 reference value · 91% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value90/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence91%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency10/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Capgemini

    Fresenius transforms user access to IT services and support - Capgemini India

    First-party
    https://www.capgemini.com/in-en/news/client-stories/fresenius-transforms-user-access-to-it-services-and-support/
    Source type
    Vendor-published customer story
    Published
    Mar 17, 2025
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Mar 17, 2025 · Capgemini · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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