Help Desk Success Stories: How Companies in 2026 Industries Drive Results

Control-M helped W&W Informatik GmbH speed up online enrollment and improve customer satisfaction. The company automated database polling, making sign-ups... faster. Developers now use Control-M Workload Change Manager, which cut their development lifecycle by 80%. Control-M also increased service availability by 3% during maintenance. W&W Informatik GmbH will use Control-M as its main orchestration platform for future modernization.
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Control-M helped W&W Informatik GmbH speed up online enrollment and improve customer satisfaction. The company automated database polling, making sign-ups... faster. Developers now use Control-M Workload Change Manager, which cut their development lifecycle by 80%. Control-M also increased service availability by 3% during maintenance. W&W Informatik GmbH will use Control-M as its main orchestration platform for future modernization.
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OTRS helped SIEVERS-GROUP standardize ticket management across seven departments. The company used OTRS to automate ticket creation and transfer ticket... data in real time to its ERP system. This improved communication with customers and allowed for transparent KPI measurement. SIEVERS-GROUP now controls service quality more effectively and plans to expand OTRS use for configuration and problem management. The solution supports complex SLAs and enables seamless collaboration between teams.
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Smith. ai helped Digital Architect stay open after the Woolsey Fire. The IT services firm used 24/7 phone answering and...live website chat to support clients during a crisis. Smith.ai receptionists handled calls, letting the owner focus on core work. Clients felt supported and the business appeared larger. With Smith.ai, Digital Architect expanded to multiple states.
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Kapta helped Sohonet improve their account planning process. Sohonet needed to better manage large key accounts as they grew. Kapta... provided a solution to align goals and standardize processes. This led to higher client engagement and improved customer satisfaction. Sohonet nearly tripled their revenue using Kapta's key account relationship management tools.
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Ricoh used Clientshare Pulse to simplify its customer feedback process. Before, Ricoh had a long survey with low response rates.... With Clientshare, surveys became shorter and easier for customers to complete. This led to more honest and timely feedback. Ricoh could track agreed actions and deadlines after reviews. The tool helped Ricoh reach more stakeholders and improve customer sentiment over time.
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Zoho Desk helped Zarthi, a cloud management company, resolve 33,590 tickets in one department. The team adopted Zoho Desk twice... as fast as previous solutions. Automations and integrations with Twilio, Zoho Analytics, and Zoho CRM improved ticket routing and performance tracking. Real-time dashboards and mobile access boosted collaboration and agent productivity. Zarthi saw faster response times and higher customer satisfaction rates.
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NinjaOne helped The Virtual IT Department cut escalations by 8% while doubling endpoints managed. Automation saved over 100 hours on... a major migration project. The team now saves 5–10 minutes per remote session using background mode. Script management was streamlined from dozens of scripts to one scalable workflow. NinjaOne improved efficiency, transparency, and customer experience for this Australian MSP.
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Teamwork Spaces helped YMtech fix communication problems. Before, important information was lost and meetings were confusing. Now, all notes and... updates are in one place. The Required Reading feature makes sure everyone reads key documents. Team members know what to do after meetings. The team saves time and works better together. YMtech looks more professional to clients and can adapt faster to changes.
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IBM Cloudability helped Visma save up to 15% per year on multi-cloud costs. Visma used Cloudability to unify cloud cost... management across 180 subsidiaries. The platform enabled a central FinOps team to find savings and improve collaboration between technical and finance teams. Cloudability also let Visma track carbon emissions, supporting sustainability goals. Visma now manages cloud spending more efficiently and responsibly.
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Microsoft Customer and Partner Solutions (MCAPS) used Power Automate Process Mining to improve their demand generation process. The team analyzed... event log data and used Copilot to find bottlenecks and inefficiencies. They discovered that 20% of cases required rework and the review loop was the main bottleneck. By automating steps with Power Automate and Copilot, they expect to cut the process timeline from 12 weeks to 8 weeks. This case highlights the impact of AI-driven process mining and automation for marketing operations.
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Infocus Technologies used Vision Helpdesk to replace their traditional email support system. They struggled with managing customer queries from multiple... channels and lacked automation, reporting, and SLA tracking. Vision Helpdesk provided multi-channel ticket management, automated workflows, and real-time notifications. Staff could now track tickets easily, automate repeated tasks, and respond using a mobile app. The new system improved staff performance and customer support quality.
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HubSpot payments helped ZenPilot save over $15,000 each month by automating payment processing. The team eliminated manual invoicing and reduced... overhead by two working days per month. ACH payment support cut fees and made onboarding faster for clients. Sales reps now use payment links to close deals quickly and trigger automated workflows. Lead volume increased by 30% after switching to HubSpot payments.
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ConnectWise helped Worldband, a Massachusetts-based MSP, overcome security and efficiency challenges. The company unified its operations with ConnectWise, integrating ScreenConnect... for secure remote access and ConnectWise PSA for cloud-based ticketing. Worldband automated cloud migrations, achieving zero downtime and reducing on-prem customers to less than 10%. Revenue grew by 120% and the team expanded to nearly 20 employees. Security improved with privileged access controls and upcoming SIEM adoption promises even stronger protection.
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Otera uses Custify to manage customer success in enterprise automation. The company automates complex workflows for large clients. Their customer... success team works closely with partners and internal teams. They focus on building trust and owning business outcomes, even when delivery is through third parties. Enablement is key for onboarding and supporting clients who self-implement. Otera’s approach balances startup speed with enterprise discipline.
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HelpSpot centralized support for The Silent Partner. The team found it much easier to look after customers. Managing support requests... became simple. The company relies on HelpSpot for daily operations. The founder says he would not know what to do without it. HelpSpot made customer service easy and dependable.
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Elevio helped BugHerd reduce support workload by 20%. BugHerd had two staff handling support full time. After using Elevio, support... now takes only a couple of hours a day. Elevio delivered answers instantly and deflected 20% of tickets. BugHerd staff now focus more on product development instead of support.
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Help Scout's AI Answers helped eCatholic handle over 15% of support conversations automatically. The team started with 36 AI-handled chats... in the first week, growing to nearly 300 per week by August. This freed up staff to focus on high-value, personal support. AI Answers integrated smoothly with their existing Help Scout setup. Customers now get instant answers inside eCatholic’s CMS, improving satisfaction and efficiency.
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Hyland used Cadalys AI-powered SaaS to improve business outcomes. The solution helped Hyland achieve better results in their operations. Cadalys... provided advanced technology to support Hyland's needs. The partnership focused on driving superior outcomes for Hyland's business.
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ScreenMeet helped ServiceNow improve IT help desk performance. ServiceNow rolled out ScreenMeet to 150 support agents for live video, screen... sharing, and remote support. First call resolution increased by 32%. Average case handling time dropped by over 50%. Employee productivity rose by more than 6 minutes per session. ServiceNow saw significant operational savings and better customer satisfaction.
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Twilio uses PagerDuty to speed up innovation. The case highlights how PagerDuty helps Twilio respond faster to incidents. This leads... to better uptime and improved service reliability. Twilio can focus more on building new features. PagerDuty supports Twilio’s growth and customer satisfaction.
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Helpjuice helped Enforme Interactive move from Google Drive to a dedicated knowledge base. The IT services firm needed to make... technical product documentation easy to find for both employees and clients. Helpjuice offered a simple solution that met all their needs without extra complexity. The team now keeps process and procedure top of mind and is shifting to a more client-facing approach. Managing permissions and using article templates are favorite features.
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TestBox helped Apollo. io boost win rates by 7% with a unified, reliable demo environment. Apollo's old demos were inconsistent...and hard to maintain, hurting sales and rep confidence. TestBox delivered a single, visually appealing demo with synthetic data, making it easy for reps to tell a clear product story. Conversion rates increased by 4% in Solution Evaluation to Pricing & Negotiation, and 7% from Negotiation to Closed-Won. Sales reps now feel more confident and productive, and Apollo plans to expand TestBox to other teams.
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SpiraTeam helped QoT Solutions train graduates in software quality engineering. The program used SpiraTeam for test management, requirements, and incident... tracking. Over 10 projects and 12 users used the platform. Graduates gained hands-on experience with agile and waterfall methods. SpiraTeam's integration features supported end-to-end quality assurance education.
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Applications Manager helped Security Industry Specialists save 75% in operation costs. SIS automated tasks and saved 500 hours per year.... The platform gave SIS real-time visibility into its hybrid, multi-cloud environment. Staff productivity increased as manual work dropped. SIS quickly resolved issues in access control and asset tracking. The team now monitors all IT systems from one dashboard.
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Applications Manager helped Security Industry Specialists save 75% in operation costs. SIS automated tasks and saved 500 hours per year.... The platform gave SIS real-time visibility into its hybrid, multi-cloud environment. Staff productivity increased as manual work dropped. SIS quickly resolved issues in access control and asset tracking. The team now monitors all IT systems from one dashboard.
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MYOB used Concentrix's AI-driven operations to improve customer support. They launched an advanced conversational assistant. This helped MYOB scale digital... support by 57%. Customer engagement increased. The solution made it easier for MYOB to handle rising customer demand.
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Emplifi helped VIZ Media launch a "Fan Zone" gallery for user-generated content. Fans uploaded photos of manga collections and cosplay,... boosting engagement. The gallery achieved a 27.55% engagement rate. VIZ Media collected 50,000 pieces of UGC in eight months. Emplifi streamlined content approval and reduced staff workload. The platform made it easy to showcase community content online.
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VARGO used Jitbit Helpdesk to replace a fragmented email workflow. The team set up the system in hours and quickly... automated ticket routing. Mobile support let technicians manage tickets from anywhere. Automation rules helped auto-categorize requests and trigger alerts for re-opened tickets. VARGO now tracks every support request, responds faster, and keeps clients informed at every stage.
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Inbenta’s AI platform helped OPPLUS cut customer service escalations by 84%. OPPLUS used Inbenta’s chatbot, knowledge management, and agent-assist tools... to shift from phone-based support to self-service. Calls to the commercial office network dropped from 71% to 11% of all interactions in 12 months. The automated response rate reached 99.09%, and the Net Promoter Score hit 86%. OPPLUS also saw a 60% improvement in cost efficiency and a 69% increase in Chat and Assist use.
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Suzanne Keeling shares her experience with Agile Ticketing Solutions. The testimonial highlights satisfaction with the service. No specific metrics or... detailed results are provided. The focus is on positive customer experience. Agile Ticketing Solutions is mentioned as the provider.
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98 Ventures used Tikit by Cireson to improve their ticketing process. The case study highlights how Tikit integrates with Microsoft... 365 and Teams for better reporting and analytics. The solution helped 98 Ventures refine their service desk functions. The story focuses on the benefits of Teams ticketing and streamlined support workflows.
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Gnatta's AI Assist tool helped a client reduce average handle time by 60 seconds during a free trial. The AI-powered assistant... lets customer care agents quickly summarize interactions and draft responses. Agents can switch languages, adjust tone, and add links with ease. The tool aims to boost productivity and reduce errors in contact centers. No specific client name or industry is mentioned in the case study.
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Grasp helped Saudi Arabian Airlines handle about a million customer cases each year through WhatsApp. The airline wanted to make... customer service easier and more comfortable for travelers. Grasp let the team answer questions faster and with less effort. The WhatsApp channel became the top choice for most guests. Grasp’s chatbot managed simple questions, so agents could focus on harder problems. The team now works together better and enjoys their jobs more.
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Sematell's AI-based customer service software helped bonprix improve customer satisfaction. bonprix used automation and precise topic recognition to make customer... service faster and more efficient. The company increased productivity in customer communication. They also reduced processing costs. This led to higher customer satisfaction, cost savings, and more efficiency.
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TrueLark helped ananda hair studio handle 68% of calls with AI, booking $7. 3K in monthly revenue. The salon used...TrueLark to answer client calls, manage bookings, and streamline guest support. Integration with Phorest allowed instant updates to their schedule. Staff no longer spend time on routine client inquiries. The studio now manages 644 conversations per month with TrueLark's AI platform.
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Raficq Kurimbokus uses Alcea CaseTrack for case management. He says Alcea provides first class support service. He feels like he... has a personal advisor at the end of his emails. The solution helps manage cases and team collaboration. It offers real-time updates and flexible configuration.
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TMR Queensland Government used SAP Business Technology Platform and SAP AI Core to optimize road asset management. The ADVICE solution... automated scenario analysis, reducing statewide cycle times from 11 hours to 4 hours. TMR reinvested at least 2% of its annual pavement budget, about $9.5M, into high-priority maintenance. Data quality checks and reporting times improved, cutting setup from up to 7 days to just 1 day. The platform enabled 80% faster results delivery and 10x more precise investment decisions.
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Splunk helped the Metropolitan Police Service detect 298 ICT breaches in one year. The solution saved 4,768 hours of work... and freed up 8 staff members. Manual audit investigations now take 16 hours less on average. Splunk’s data platform enables real-time monitoring of internal activity. This supports compliance, governance, and public trust. The police force now acts faster to stop misconduct and improve transparency.
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Ville de Belœil used C2 ITSM to improve municipal service management. The city created 65 types of requests, making processes... faster and more flexible. Processing a subsidy request now takes just seven minutes, with automated notifications and follow-ups. Over 7,400 library loan requests were handled online in 18 months. C2 ITSM helps automate recurring tasks and supports multiple city divisions beyond IT.
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Salesforce helped Thames Valley Police and Hampshire & Isle of Wight Constabulary launch a self-service portal for victims. Citizens can check... case status and message officers directly. The portal led to a 15% improvement in CSAT score and £1.4M in cost avoidance. Contact center call volumes dropped by 10%. The solution was built and deployed in just 15 weeks.
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Salesforce helped Thames Valley Police and Hampshire & Isle of Wight Constabulary launch a self-service portal for victims. Citizens can check... case status and message officers directly. The portal led to a 15% improvement in CSAT score and £1.4M in cost avoidance. Contact center call volumes dropped by 10%. The solution was built and deployed in just 15 weeks.
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Salesforce helped Thames Valley Police and Hampshire & Isle of Wight Constabulary launch a self-service portal for victims. Citizens can check... case status and message officers directly. The portal led to a 15% improvement in CSAT score and £1.4M in cost avoidance. Contact center call volumes dropped by 10%. The solution was built and deployed in just 15 weeks.
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US Space Force used Atlassian tools to modernize its mission-critical launch ticketing and verification systems. By deploying Jira, Jira Service... Management, and Confluence, the team saved 120 hours per week and increased launch cadence by 70%. The new solution replaced outdated custom platforms, cut development time, and improved operational readiness. Teams now automate ticket tracking, share real-time updates, and streamline mission assurance processes. The project went from concept to launch in just six months, enabling rapid iteration and secure collaboration.
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US Space Force used Atlassian tools to modernize its mission-critical launch ticketing and verification systems. By deploying Jira, Jira Service... Management, and Confluence, the team saved 120 hours per week and increased launch cadence by 70%. The new solution replaced outdated custom platforms, cut development time, and improved operational readiness. Teams now automate ticket tracking, share real-time updates, and streamline mission assurance processes. The project went from concept to launch in just six months, enabling rapid iteration and secure collaboration.
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Tennessee Department of Human Services uses ServiceNow CSM on the ServiceNow AI Platform. The agency aimed to improve customer service... management. ServiceNow helped automate workflows and boost agent productivity. The solution accelerated case resolution for the department. The platform enabled better self-service for citizens. Tennessee DHS enhanced service delivery with AI-driven tools.
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NovoGov helped the City of Otsego, MN modernize its utilities operations. The utilities department managed water and wastewater treatment for... the city. As the city grew, their old task-tracking methods could not keep up. NovoGov provided a single system for asset tracking, inventory, work orders, and scheduling. This made it easier for leaders to plan budgets and manage staff.
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everything HelpDesk helped the City of Simi Valley replace outdated HEAT software. The city needed a help desk solution that... worked with Linux, was easy to use, and cost less. everything HelpDesk integrated with their systems and allowed easy upgrades. The city avoided extra training costs and kept support within budget. Technicians and end users found the new system simple and effective.
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Replyco’s helpdesk software helped Direct Plants, a UK gardening supplier, manage customer service across Amazon, B&Q, and the Range. Spark Sales Online... provided tailored eCommerce services and SEO optimization. This improved customer satisfaction and product visibility. Operations became smoother with centralized inbox management and better stock control. Direct Plants saw higher sales and more positive reviews.
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Tata CLiQ used Haptik's AI shopping assistant to boost online engagement. The goal was to give users the same help... online as in stores. The AI assistant gave personalized product recommendations and answered detailed questions. Users who interacted with the assistant added items to their carts 2.4 times more often. The assistant automated 94% of responses and handled an average of 6 queries per conversation.
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Gorgias helped The Diamond Store turn live chat into a major sales channel. Using Shopping Assistant, they influenced £885K in... sales in just 90 days. Customers who used the chat spent 32% more per order. The AI tool answered product, finance, and sizing questions, reducing manual ticket handling. The team now focuses on retention and loyalty while AI handles routine inquiries. Real-time Shopify inventory lets the AI recommend only in-stock items, building trust and speeding up sales.
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DigitalGenius helped Scentbird automate 70% of customer service emails. Scentbird saved over $1 million per year by deflecting costs with... AI-powered automation. 80% of email and chat conversations are now fully self-serviced. Customer satisfaction stayed high, with a CSAT score above 4.9 out of 5 and an NPS of 68. The solution integrated with Kustomer and enabled fast, seamless handoffs to human agents when needed.
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My Jewellery uses Mobile Service Cloud from CM. com to create a seamless online and offline shopping experience. The company...responds to live chat messages in just 18.2 seconds on average. Their customer happiness rating is 89%. With over 6,500 live chat conversations per month, My Jewellery values personal contact and uses one tool to manage all customer channels. Integration with their customer data platform helps them keep customer profiles current and personalized.
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Webkul's e-commerce solution powered Terroir du Maroc, an online marketplace by Morocco's Agency for Agricultural Development. The platform connects multiple... local sellers, making it easy for them to reach more buyers. Sellers can manage their stores, products, and sales through a user-friendly dashboard. The marketplace supports French and Arabic, helping sellers reach a wider audience. Direct WhatsApp contact replaces traditional checkout, making buying simple. The project boosted local product visibility and seller growth.
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Hiver helped Optica save over 390 hours in internal support operations. Optica used Hiver to manage nearly 10,000 SAP requests... per month and 200 IT requests per week. The team improved visibility, ownership, and response times using shared inboxes, AI tagging, and automation. AI features like sentiment analysis and AI Compose enabled faster replies and reduced manual work. Optica achieved a 24% efficiency gain and now meets strict SLAs for internal support.
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MeUndies used Kustomer to automate customer support after reducing their team by 70%. They shifted 30 points of support volume... to chat, growing chat from 36% to 66% of inbound requests in 9 months. Kustomer Workflows let them automate routine tasks and handle peak season without extra staff. CSAT scores stayed steady, even with fewer agents. Automated workflows resolved many tickets, letting agents focus on complex issues.
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Web+Center helps JDRF manage IT help desk operations. Over 40 techs use it to support more than 100 volunteer chapters... and affiliates. The software is used for facilities management and asset tracking. JDRF has relied on Web+Center for over 8 years. The system meets all their needs and is highly recommended by their director of client services.
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HelpSite helped Bart D. 's volunteer team in Terneuzen support over 35 refugees with legal and financial information. Before HelpSite,...they used paper sheets, which were slow and hard to update. With HelpSite, they created a simple online knowledge base. Volunteers could update answers quickly and share consistent information. The tool made onboarding new volunteers easier and kept knowledge available even after Bart stepped back.
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Animal Equality used Landbot’s WhatsApp automation to boost lead generation from 7 channels. They faced high acquisition costs and low... engagement with traditional email and ads. Landbot’s no-code chatbot let them reach more donors and activists in real time. The WhatsApp bot captured user data, integrated with Salesforce, and drove 86% user engagement and 2% lead conversion. Animal Equality now nurtures leads and builds donor relationships across multiple platforms at a lower cost.
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UptimeRobot helps Club Locarno, a volunteer-run watersports club in Vancouver, keep its website and member services online. The club relies... on UptimeRobot for automated monitoring and instant alerts, catching outages before members are affected. Volunteers no longer need to manually check systems, reducing their workload. Email notifications and a mobile app let the team respond quickly to issues. Status pages keep members informed during incidents. UptimeRobot became essential for smooth registrations, bookings, and communications.
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Nutickets helped RSPB move event management to the cloud during the COVID-19 pandemic. RSPB used Nutickets to manage events at... 186 nature reserves across the UK. The platform let each reserve control its own events while syncing data to the main RSPB account. Nutickets provided a fully branded, unified event website and custom integrations with RSPB’s IT systems. This made event management easier and supported RSPB’s conservation work.
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Gmelius helped Cruz Roja Francesa migrate 10,000 group emails from Outlook to Google Workspace. They used Gmelius shared inboxes to... improve collaboration and secure information transfer. Over 40,000 staff and volunteers now use 8,000 shared inboxes for team and company roles. Teams respond faster and distribute work more easily. Security improved by removing shared passwords and giving specific access rights.
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HaloITSM helped Ambitious about Autism manage over 440 tickets monthly across IT and facilities. Before HaloITSM, they had no central... service desk and struggled to track requests. The new system integrated Azure SSO and offered custom branding. Productivity increased, saving hours each month. Customer satisfaction scores rose due to faster response times and better reporting.
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Voith needed a way to train sales staff and connect with customers worldwide. The COVID-19 pandemic disrupted their processes. They... chose GoTo Webinar to deliver international employee training and global customer engagement. The tool helped Voith support digital product sales and remote learning. GoTo Webinar enabled Voith to keep business running during challenging times.
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Fike used SightCall to launch virtual field service and integrate with Salesforce. They reduced travel costs by 90% and cut... customer response times by 70%. SightCall enabled remote diagnostics, technician training, and faster repairs. Customers now get expert support within minutes, improving satisfaction. Fike also uses SightCall for onboarding new technicians and plans to expand with IoT integrations.
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Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage... SLAs better. Daikin set up new processes and used analytics to track tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.
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Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage... SLAs better. Daikin set up new processes and used analytics to track tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.
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Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage... SLAs better. Daikin set up new processes and used analytics to track tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.
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Bombardier used WestTrax software to analyze its SAP system. The tool revealed that much custom code was unused, saving costs... on testing and upgrades. The assessment showed Bombardier used less of the standard SAP solution than expected. The West Trax Assessment KPI Analyzer cut over 70% of the time and costs for migration assessment workshops. This helped Bombardier manage SAP performance and global part number certifications.
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SysAid Spaces and Lansweeper helped Mitsubishi Electric cut incidents by 12%. The IT team replaced manual ticketing and asset tracking... with digital workflows and real-time asset discovery. Now, 66% of tickets come through a self-service portal, reducing email and paper forms. Asset data is audit-ready, with 1,400 assets automatically tracked. The IT team spends less time on admin and more time supporting production lines.
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Ellucian wanted to improve their self-service support for higher education customers. They needed to make product answers easier to find... and reduce support requests. By partnering with Zoomin, Ellucian improved the accessibility and discoverability of their product documentation. They cut 50-60% of the cost compared to running their own documentation site. They also eliminated the need for PDF documentation, making content management more efficient.
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Mojo Helpdesk helped Easton Area School District modernize its IT support. The district replaced an outdated on-premises help desk with... a cloud-based system. Staff, students, and families now use Google SAML SSO and public ticket pages for easy access. The IT team uses canned responses, automation, and role-based permissions. Communication and workflows improved for 2,000 staff and 10,000 students. The district saw smoother support and faster ticket resolution.
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Rockhurst University switched from spreadsheets to HappyFox for support. They needed to cut manual data entry and improve communication. HappyFox... was set up for the public relations and marketing teams. Email integration and ticket tracking made support easier. Now, several departments use HappyFox and plan to expand it university-wide.
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Rescue helped Southern New Hampshire University support over 240,000 users, including 130,000 online students. The Client Services team reduced average... speed to answer from 1.5 minutes to just 25-40 seconds. They managed peak support volumes with minimal delay and met strict chat abandonment targets. Rescue enabled seamless remote support, device control, and ServiceNow integration. SNHU scaled from 10 to 75 agents, supporting rapid growth and high user satisfaction.
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Martin County School District uses iSupport to run the Students Supporting Schools program. Students provide technical support to their schools.... They earn money and grades for their work. iSupport helps manage and track these student-led help desk activities. The program supports educational help desk needs and student engagement.
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Dixa helped Silver Cross move from a shared Outlook mailbox to a unified customer service platform. The company reduced email... resolution time by 90% and achieved a 78% AI containment rate, with weekends reaching 83%. Trustpilot ratings improved from 3.8 to 4.4 stars, the highest in two years. Dixa now supports multiple channels, including email, voice, and real-time messaging. The platform is used across customer service, sales, and international operations.
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Nuxe uses easiware to manage customer service since 2013. The team of 10 advisors wanted to reduce the number of... tools, better understand customers, and centralize feedback. easiware helped them organize requests, provide fast and relevant answers, and improve customer loyalty. Nuxe achieved 81% Once and Done, cut resolution time by 67%, and reduced average handling time by 24%.
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Next4biz helped Yataş transform its customer service and business processes. Yataş moved all business units to the next4biz CRM-CSM and... BPM platform. This let them track and manage customer requests faster and more accurately. They reduced complaint resolution time and won two ACE Awards in the furniture industry. The platform made it easier for employees and partners to use the system and improved company-wide reporting.
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Roialty OneCustomer helps Artsana Group profile customers using social data. The platform integrates with their digital presence. It uses micro-segmentation... to improve customer experience. Artsana Group enriches CRM with social insights. They deliver more relevant content and offers. The solution supports better marketing and loyalty.
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Simplify360 helped ITC Limited improve customer engagement and decision making. ITC used Simplify360’s omnichannel platform to track conversations for 25... brands. They integrated data from social media, e-commerce, and over 100 sites. ITC gained real-time insights and analytics for marketing and product decisions. The platform enabled monitoring of 25 brands and 1000 sources from one dashboard.
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Kayako helped Trilogy cut 80% of support tickets in just 90 days. Trilogy, a B2B software group, faced high support... costs and agent churn with 23,000 monthly tickets. Kayako replaced Zendesk, automating ticket resolution and reducing agent workload. Trilogy saved $5 million annually and reduced average ticket age from 17.6 hours to under 2 minutes. The team size dropped from 119 to 50 agents, with 76% of tickets resolved by AI.
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DevTrack helped Retail Technologies International, Inc. replace an outdated, homegrown defect-tracking system. The team chose DevTrack for its ease of... use and strong performance. After implementation, development became more organized and bug tracking improved. All developers, testers, and support staff now use DevTrack. Administration is simple and remote access is available for distributed teams.
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CloudCheckr uses HelpDocs to power its knowledge base. The company manages complex cloud infrastructures and needed a way to deliver... self-serve support. HelpDocs helps CloudCheckr make support easy for users. The knowledge base is designed for quick answers and smooth integration. This improves customer experience and reduces support requests.
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Fakturownia. pl needed a way to handle customer support as their user base grew. At first, one person managed up...to 250,000 accounts using Sugester. As the company grew to over 1 million accounts, an 11-person support team used Sugester to manage all customer messages in one place. Sugester let them handle emails, calls, chat, and forum posts together. The team now answers 250-300 calls a day and can quickly help customers. Sugester helped Fakturownia.pl keep support fast and organized as they grew.
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WebTitan protects Sandals Resorts International's network at three locations. The IT team blocks threats and inappropriate content for staff and... guests. The web filter keeps the network safe. Sandals can control what users access online. The solution helps maintain a secure environment for hospitality operations.
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Hilton used Luminoso Daylight to analyze hundreds of thousands of employee survey comments. The platform helped Hilton quickly identify themes... and trends in feedback. Hilton no longer needed to update or maintain keyword lists. The solution made it easy to explore differences across workforce segments. Hilton could now relate comment themes to survey questions and track sentiment over time.
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The Breakers used BOSSDesk to replace manual, paper-based processes with automated workflows. This change improved operational efficiency and reduced delays... in service delivery. The hotel now resolves IT and maintenance issues faster, with real-time tracking of assets and tickets. BOSSDesk helps manage compliance, lifecycle, and audits for devices like credit card machines. Mobile access lets technicians update tickets on the go, boosting productivity and guest satisfaction.
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Positive User helped Avoriaz fill its ski slopes using personalized marketing campaigns. The platform enabled Avoriaz to automate email and... SMS outreach, targeting the right audience at the right time. Avoriaz used data-driven workflows to boost engagement and increase bookings. The solution made it easy to manage contacts and launch campaigns quickly. Avoriaz saw improved customer engagement and more visitors on the slopes.
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WeNatal used Gladly to manage 1,300 customer conversations each month with just four team members. The team achieved a 4.9... out of 5 CSAT by focusing on personal, relationship-driven support for fertility, pregnancy, and postpartum questions. Gladly's unified knowledge base and timeline helped agents deliver fast, accurate answers and proactive outreach. WeNatal chose to use AI as a tool for agents, not as a replacement, ensuring every customer gets a human response. Customers noticed the difference, often praising the personal touch and care.
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Unless AI helped ZorgDomein boost patient self-service and cut support tickets by 20%. The platform was live in just one... week, making it easy for patients to get answers fast. AI chat replaced the contact form, guiding users before they reached out for help. Most patient questions now get solved at the first point of contact. Insights from AI chats help ZorgDomein improve their support flow and documentation.
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ProProfs helped Precision Sport Science onboard new employees faster and more efficiently. The physical training facility needed a quick and... reliable way to train staff. ProProfs stood out for its fast iteration and responsive tech support. The team valued the human touch and clear communication from ProProfs. As a result, onboarding became smoother and business goals were met.
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Aeons used Richpanel AI to handle 60% of all customer messages. The AI achieved a CSAT of 4.43 out of... 5, higher than the human team's 4.25. Over 42 days, the AI sent 4,881 messages and responded in a median of 28.1 seconds. The team focused on complex cases while AI managed routine support. Richpanel AI was fully autonomous from day one, improving response speed and customer satisfaction.
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Shogun used Vitally to improve customer success for its ecommerce platform. Before Vitally, Shogun struggled to track customer behavior and... deliver high-touch support to large merchants. With Vitally, they set up segmentation, rule-based alerts, and health tracking for key customer groups. This let them proactively reduce churn and find expansion opportunities. Shogun now recommends Vitally for its intuitive interface and strong support.
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Cardina helped Loom automate 51% of its support cases, up 27% from before. Loom used Cardina to sync help center... content, ending manual updates. The chatbot gave users a conversational, customer-focused experience. Loom gained actionable insights to improve self-serve rates. Customers now get answers faster, and the support team can focus on complex issues.
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UserGuiding helped Zakeke improve its conversion rates. Zakeke needed to onboard users based on their unique needs, but their development... team was overloaded. With UserGuiding’s no-code guides and segmentation, Zakeke created personalized onboarding for each user. This reduced support tickets and made onboarding easier. Zakeke now sees higher conversion rates and a smoother user experience.
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SmarterMail, SmarterTrack, and SmarterStats helped Firehouse Solutions cut support hours and focus on core services. They needed a Microsoft Exchange... alternative with lower costs and strong uptime for first responders. SmarterTools provided a single platform for email, analytics, and customer service. Firehouse Solutions now handles over 54,000 inbound and 34,000 outbound messages, runs on Azure Cloud, and sends e-alerts to first responders. The team values data ownership and improved customer support.
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Magic Mike Live chose Spektrix as their CRM to support ticketing and audience engagement. They compared cost, features, and reputation... with other platforms. Integrity and approachability were key factors in their decision. Spektrix helps them manage ticket sales and build long-term value. The system supports their live event operations and customer relationships.
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Helpshift helped Stitcher cut ticket response times by 70%. Stitcher used to spend 25 hours a month on support tickets.... With Helpshift, this dropped to just 8.5 hours. The new dashboard let agents use canned responses and unpublished FAQs. Published FAQs reduced incoming tickets by 70%. Most Stitcher users listen on mobile, so in-app support was key. Helpshift made Stitcher’s support faster and more efficient.
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Gatemaster point of sale system helped Hinkle Family Fun Center move from cash registers to a modern solution. Staff found it... easy to add and edit merchandise, bundle items, and use upsell features. The accountant valued tight cash control and customizable reports. Gatemaster support resolved issues quickly. Hinkle also launched Gatemaster e-commerce for passes and credits, letting customers shop online 24/7. They plan to switch to Gatemaster's integrated party booking to save time and simplify reporting.
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ClientSuccess helped Alloy Labs transform its customer success strategy. Alloy Labs used a tiered engagement model to boost retention by... 10%. The team increased personalization at scale with a three-tier customer approach. They saved 40% of prep time using AI-powered communication tools. Honest feedback and intentional outreach drove higher loyalty and participation.
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EverBank used Deskpro to centralize HR support, moving from over ten Outlook inboxes to a single system. The HR team... now manages 400 to 420 tickets per month with structured workflows. Deskpro improved SLA adherence, reduced manual work, and increased visibility into HR demand. Automation and internal collaboration features helped the team respond faster and more consistently. Reporting tools now let HR track trends and satisfaction, creating a scalable, data-driven support model.
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LBS NordWest used ThinkOwl's OwlSpot to launch CASA, a secure AI assistant platform for over 1,000 employees. The platform gives... staff access to multiple AI models for tasks like summarizing emails, creating content, and analyzing information. CASA is centrally managed, ensuring strong governance, data security, and compliance with financial regulations. Employees quickly adopted the platform, which now supports daily work and future AI expansion. The solution improved productivity and made knowledge more accessible across the organization.
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SolarWinds Observability Self-Hosted helped Pine Labs cut down from six monitoring tools to one. This gave them a single view... of their IT systems. Pine Labs reduced operating costs and improved how fast they find and fix problems. They expect to lower mean time to resolution by 60-70%. The company eliminated tool sprawl and now serves customers better.
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SolarWinds Observability Self-Hosted helped Pine Labs cut down from six monitoring tools to one. This gave them a single view... of their IT systems. Pine Labs reduced operating costs and improved how fast they find and fix problems. They expect to lower mean time to resolution by 60-70%. The company eliminated tool sprawl and now serves customers better.
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SolarWinds Observability Self-Hosted helped Pine Labs cut down from six monitoring tools to one. This gave them a single view... of their IT systems. Pine Labs reduced operating costs and improved how fast they find and fix problems. They expect to lower mean time to resolution by 60-70%. The company eliminated tool sprawl and now serves customers better.
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Re:amaze helped Mac of all Trades increase their customer review rating by 42%. The company used automation, order retrieval, and... modern templates to improve customer service. Mac of all Trades integrated Re:amaze with BigCommerce for better order management. Automated workflows and chatbots made support faster and more personal. The team saw a big boost in efficiency and customer satisfaction.
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TeamSupport helped a leading American technology company manage up to 1,500 support tickets per day. The company integrated TeamSupport with... systems for omni-channel ticketing, UPS, and device registration. Automation features streamlined RMA processes and reduced backend work. The support team improved efficiency, saving time and money. Customers now benefit from live chat, a customer hub, and faster service.
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OMQ helped KKT KOLBE automate its help page and complaint management. The company faced high email volumes and slow complaint... resolution. OMQ's AI-based knowledge base and smart forms reduced manual work. Service requests dropped by almost 80% during peak times. Employees and customers now get faster, more consistent answers. The solution improved both response quality and efficiency.
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Decisiv SRM Discovery Status Tracker helped TranSource, Inc. cut days out of service by 19.6% in five months. The ASIST... platform, integrated with diagnostic and dealer management systems, manages 720 service cases monthly across nine locations. TranSource saw a 2.8% productivity boost and big drops in wait times for estimates, parts, and diagnostics. Real-time dashboards let managers spot problems fast and improve service event compliance. Staff now trust the system and use it to keep service operations running smoothly.
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ViaVan used Qminder's queue management system to speed up driver onboarding. Before Qminder, they relied on manual Google Forms, which... caused delays and lacked integration. With Qminder, drivers check in on iPads, join the right line, and get directed by waiting room TVs. Staff see driver details instantly, cutting visit times and improving service. Built-in analytics help ViaVan track performance and find ways to grow.
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Network Courier used FocalScope to improve customer support and system integration. The team integrated FocalScope with their existing software, connecting... different systems for seamless operations. Staff communication and customer interactions became easier and more efficient. The FocalScope team provided smooth implementation and shared best practices. Network Courier gained better support and maximum benefits from the system.
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XP Health used Zendesk AI agents and Copilot to automate member support. AI agents handled repetitive questions, raising automation to... 60% and cutting ticket resolution time by 46%. Copilot gave agents ticket summaries and flagged duplicate issues, helping them focus on complex cases. Zendesk QA let XP Health review 100% of tickets and coach agents better. The team improved consistency and member experience while scaling support for 800,000 members.
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Issuetrak helped iSpine Clinics simplify staff onboarding and offboarding. Their old help desk system was too complex for a three-person... IT team supporting 320 employees. Issuetrak automated task assignment and ticket creation, making every step trackable. Active Directory integration ensured secure, role-based access for new and departing staff. The clinic reduced manual work and improved accountability across HR and IT.
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Alloy Navigator helped North Cumbria Integrated Care NHS Foundation Trust manage IT challenges during COVID-19. The Trust used Alloy Navigator... for IT service management and asset management. They reduced technical support costs and improved service desk resolution times. Workflow automation and self-service features enabled fast adaptation during the pandemic. The solution supported a successful IT merger and streamlined operations across departments.
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