Retail Case Studies and Customer Success Stories with freshdesk
Decathlon
- Retail
- Very Large
Lille, France
Freshdesk helped Decathlon, the world’s largest sports retailer, transform its customer service in India. Decathlon faced missed support questions and... poor ticket tracking as ticket volume soared. Freshdesk automated ticket assignment and integrated with Decathlon’s CRM, enabling chat, email, phone, and social media support. Customer satisfaction rose to 82%. First-call response time dropped by 30%, even as ticket volume increased 17 times. Agents and customers benefited from self-service and better follow-up.
Freshservice unified 8 of Carrefour Belgium’s 15 helpdesks in just 3 months. The new self-service portal simplified incident management and... improved agent satisfaction. 350 agents now support IT, logistics, HR, and more from a single platform. Legacy systems like BMC Remedy, Google Sheets, and email were replaced. Agent productivity and user satisfaction soared with automated workflows and better service request management.
Freshworks helped Hobbycraft boost customer satisfaction by 25%. The retailer used Freshdesk, Freshchat, and Freddy AI to unify support across... email, phone, and social channels. AI chatbots now handle 30% of queries, freeing agents for complex questions. 82% of tickets are resolved at first contact. The new system cut response times by 30% and enabled a hybrid work model for staff.
Blue Nile used Freshworks’ customer service solutions to improve sales and retention. The company unified customer data with Freshsales and... Freshdesk. This helped reduce showroom appointment no-show rates from nearly 50% to 20%. Blue Nile achieved a 90% first-touch customer resolution rate. Over 200 online agents now support customers by phone, email, and chat. Personalized reminders and a 360-degree customer view boosted trust and conversion rates.
Education Case Studies and Customer Success Stories with freshdesk
Texas A&M University
- Education
- Very Large
College Station, USA
Freshservice helped Texas A&M University handle over 600 IT tickets daily for 150,000+ game day visitors. The university replaced its... old email-based helpdesk with Freshservice, improving ticket resolution speed by 30%. Average ticket resolution time dropped to 12 hours. Workflow automation cut overhead costs and made it easier for staff to support students, faculty, and fans. The IT team now manages complex logistics and IT assets for one of the largest college football events in the country.
University of Pennsylvania
- Education
- Very Large
Philadelphia, USA
Freshservice helped the University of Pennsylvania upgrade a 15-year-old legacy ticketing system. The finance division launched a centralized self-service portal,... BEN Helps, to handle financial requests for over 30 departments. In the first six months, agents processed 30,000 tickets using workflow automation and smart query assignment. The new platform improved user experience for admins, students, and faculty. UPenn now delivers faster, more organized financial support across the university.
Freshservice and Freddy AI helped the University of Aberdeen modernize IT service management. The university reduced ticket resolution time by... 81% and deflected 10,200 tickets using AI chatbots. Ticket capacity increased by 208%, letting the IT team handle up to 2,000 tickets per week. Automation saved 405 working days per year for the IT staff. Students and faculty now get faster, more reliable IT support.
Freshservice replaced D’Youville University’s outdated on-premise ITSM, which risked losing key accreditations. The cloud-based solution improved SLA compliance to 91%... and cut average response and resolution times to under 24 hours. Asset management accuracy jumped to 95%, helping with resource planning and accreditation reporting. Automations and analytics freed the IT team to focus on bigger projects. Integration with Microsoft Teams and Active Directory made ticketing and data management easier for students and staff.
Lalamove
- Transportation/Trucking/Railroad
- Large
Hong Kong, Hong Kong
Freshdesk and Freshsales helped Lalamove increase customer engagement by 58%. The company saw a 24% rise in sales conversions after... switching from manual CRM processes. Lalamove unified customer records and improved account management with Freshworks. Integration with Microsoft Teams and Google Workspace made team communication easier. Lalamove now supports 7 million users and manages 700,000 drivers more efficiently.
DPD BeLux
- Transportation/Trucking/Railroad
- Very Large
Belgium
Freshservice helped DPD BeLux boost productivity by 10% and increase employee satisfaction by 51%. The company replaced fragmented workflows and... an underused ticketing system with a unified ITSM platform. Freshservice enabled faster incident management, improved self-service, and better asset tracking. DPD BeLux also benefited from integrations with Docusign and Jira. Resolution times improved by 73%, and collaboration among 63 agents increased.
Freshservice helped Aramex cut ticket resolution time by 35%. The IT team saved $56,000 after switching from a rigid in-house... system. Agent productivity improved by 50% with automation and a user-friendly interface. Employees accessed IT support from anywhere using multi-channel service delivery. Knowledge base articles reduced repeated queries by half. Freshservice enabled Aramex to streamline IT operations and support digital transformation.
Manufacturing Case Studies and Customer Success Stories with freshdesk
Kongskilde Industries
- Manufacturing
- Medium
Denmark
Freshsales helped Kongskilde Industries digitize their sales process. The company struggled with low visibility into leads and poor sales forecasting... using spreadsheets and email. Employees chose Freshsales for its easy-to-use dashboard and fast implementation. Kongskilde unified all customer interactions and improved sales projections. The team onboarded 50 agents in just four months, staying within a $26,000 internal configuration budget. Freshsales now supports their global sales operations.
Freshsales CRM helped Evans Manufacturing boost sales activities by 225% in eight months. The company saw revenue grow over 30%... in just two months. Evans used Freshsales to centralize customer data and automate workflows. Email open rates improved up to 300%. The CRM enabled targeted marketing and better distributor relationships.
Freshservice helped AG Barr resolve 60% of IT tickets using AI agents. The company switched from a legacy helpdesk tool... that lacked ITIL features and reporting. Freshservice enabled fast adoption, automated workflows, and easy integrations with Google Workspace and TeamViewer. AG Barr improved change management, asset tracking, and service request handling. Over 2,000 tickets are closed monthly with the help of AI bots.
Hospitality Case Studies and Customer Success Stories with freshdesk
Digitrips
- Hospitality
- Medium
Paris, France
Freshdesk helped Digitrips, a Paris-based travel company, cut first response time by 73%. Ticket volume nearly doubled, but 69% of... tickets were resolved in less than 24 hours. Digitrips used Freshdesk to automate workflows and integrate channels like email, chat, and ticketing. Freddy AI Copilot produced summaries for each customer interaction, helping agents respond faster. Real-time analytics improved decision-making and reduced operational costs.
Woolacombe Bay Holiday Parks
- Hospitality
- Medium
UK
Freshdesk Omni and Freddy AI helped Woolacombe Bay Holiday Parks cut average resolution time by 69%. Agents now resolve queries... 90% faster than competitors. Freddy AI Copilot boosted agent satisfaction by 25%. The team moved from phone to digital channels, using AI to keep a unified brand voice. Over 83% of customers now use digital support, improving productivity and consistency.
Freshdesk and Freddy AI helped Total Expert resolve over 50,000 tickets a year. The company saw a 248% ROI in... customer service operations. AI chatbots handled 23% of messages and saved 1,000 agent hours. The new knowledge base let customers self-serve and improved agent productivity. Integration with Slack and Jira boosted team efficiency. Support became a key sales differentiator for Total Expert.
Freshservice and Freshdesk helped Ryan Specialty boost its CSAT score by 20% in just two months. The company achieved a... 75% first-contact resolution rate and resolved chats in 3.5 minutes. Ryan Specialty replaced legacy helpdesk tools to support IT change management after its IPO. The unified Freshworks platform made workflows more organized and improved customer and employee satisfaction. Teams now track escalations easily and deliver high-end support to niche insurance markets.
Food & Beverages Case Studies and Customer Success Stories with freshdesk
HelloFresh
- Food & Beverages
- Very Large
Freshservice helped HelloFresh fix supply chain issues fast. The company replaced manual forms and spreadsheets with automated workflows and a... unified portal. Teams now track incidents by ingredient and use advanced analytics for better reporting. Collaboration improved with Team Huddle, and agents resolve incidents faster. Finance and procurement teams track costs and claims in one place, boosting revenue collection.
Entertainment Case Studies and Customer Success Stories with freshdesk
Village Roadshow Limited
- Entertainment
- Large
Melbourne, Australia
Freshservice helped Village Roadshow Limited cut ITSM costs by 60%. The company replaced ServiceNow with Freshservice to support 5,500 employees... and manage over 2,000 IT tickets per month. Ticket resolution time improved by 25%. Employee satisfaction also rose by 25%. Onboarding new employees now takes five minutes instead of two weeks. The IT team saves 5,400 hours and nearly $500,000 each year.
Consumer Services Case Studies and Customer Success Stories with freshdesk
Qualfon
- Consumer Services
- Very Large
USA
Freshservice helped Qualfon resolve 97% of IT tickets on the first call. The IT team cut ticket resolution time by... 75%, from 16 hours to just 4 hours. User satisfaction soared to 97%. Qualfon switched from an outdated ITSM tool to Freshservice for better workflows and automation. The platform was easy to implement and now supports over 10,000 monthly tickets.
Freshdesk helped Hinge Health scale support as ticket volume grew by 3,685%. The digital health startup improved SLA compliance to... 92% and kept CSAT at 85%. Freshworks unified workflows, cut first-response times from hours to minutes, and ensured HIPAA compliance. AI features like Freddy AI Copilot and Agent boosted agent productivity and member experience. Hinge Health now supports over 200,000 patients with streamlined, secure service.
Automotive Case Studies and Customer Success Stories with freshdesk
Bridgestone
- Automotive
- Very Large
Tokyo, Japan
Freshdesk helped Bridgestone overhaul its outdated ticketing system. The company’s 15 support agents in France now handle over 4,000 tickets... in 150 days using Freshdesk. Multi-channel support and SLAs let agents respond faster and track customer satisfaction. Gamification and reporting features motivate the team and improve efficiency. Bridgestone achieved a 95% success rate in scaling up customer support with Freshdesk.
Publishing Case Studies and Customer Success Stories with freshdesk
Elsevier
- Publishing
- Large
London, UK
Freshservice helped Elsevier transform its IT operations. The company moved IT service management in-house and migrated to AWS. Freshservice enabled... a new cloud-based support platform in just eight weeks. Self-service increased from 38% to 45%. First contact resolution reached 93%, and user satisfaction hit 96%. 700 agents now support 9,500 employees and manage 30,000 assets with Freshservice.
Real Estate Case Studies and Customer Success Stories with freshdesk
Habyt
- Real Estate
- Medium
Berlin, Germany
Freshdesk helped Habyt improve SLA compliance from 59% to 96%. The company reduced average first response time from seven hours... to 2.5 hours. Ticket resolution increased by 42%, and tickets resolved per month rose from 4,980 to 7,079. Habyt used Freshworks analytics to track agent productivity and customer satisfaction. The platform enabled better decision-making and streamlined support operations.
Crown Office and Procurator Fiscal Service (COPFS)
- Government Administration
- Large
Edinburgh, UK
Freshservice helped Scotland’s Crown Office and Procurator Fiscal Service resolve 65,000 IT tickets in one year. The agency improved SLA... performance by 12% and achieved an 86% customer satisfaction score. Workflow automation and AI-powered service management freed staff to focus on critical work. Integration with Microsoft Teams and Azure enabled secure, efficient operations. 93% of employees reported satisfaction with ticket resolution times.
Synergy Enterprise Solutions
- Information Technology And Services
- Small
Sydney, Australia
Freshsales helped Synergy Enterprise Solutions boost monthly recurring revenue by 40% in 6 months. The company saw a 90% increase... in outbound contact growth and cut admin time by 20%. Synergy switched to Freshsales for better mobile access, workflow automation, and AI-driven insights. The intuitive CRM enabled rapid user adoption and improved sales productivity. Custom dashboards gave managers better visibility into team performance.
Pharmaceuticals Case Studies and Customer Success Stories with freshdesk
Supernus Pharmaceuticals
- Pharmaceuticals
- Medium
Rockville, USA
Freshservice helped Supernus Pharmaceuticals transform IT service management. Within three months, 50% of IT adopted the platform, boosting automation and... discipline. The company achieved a 98.8% CSAT score and a 3.2-hour average response time. Implementation took just four weeks. Employees now use self-service options more, and agents resolve tickets faster.
Revenues up 18%, losses down 91% - whatever Freshworks is doing, just keep doing it
Freshworks reported an 18% increase in Q2 revenues and a 91% reduction in net losses, driven by investments in AI, Employee Experience, and Customer Experience. The Freddy Copilot... AI was included in over 55% of large new deals, with 5,000 customers now using AI products, generating over $20 million in ARR. Notable customer wins include KAYAK, Honda Motor Europe, Nexstar Media Group, and Michaels Stores, each benefiting from Freshworks' solutions.
