Real-World Case Studies and Customer Success Stories with Freshservice

Freshsales and Freshdesk helped Blue Nile cut showroom appointment no-shows from 50% to 20%. The company unified customer data and... automated reminders, boosting sales and customer retention. Blue Nile now supports 200 online agents across phone, email, and chat. The team achieves a 90% first-touch resolution rate. Personalized campaigns and a 360-degree customer view drive trust and higher conversion rates.
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Freshservice unified 8 of Carrefour Belgium's 15 helpdesks in just 3 months. The new self-service portal improved incident management and... streamlined workflows. Over 350 agents now use Freshservice, boosting agent satisfaction and productivity. Carrefour replaced outdated IT systems and gained better visibility across business functions. Automation and integrations made helpdesk processes smoother and more efficient.
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Freshdesk helped Decathlon handle a 17x increase in ticket volume while keeping a 95% SLA. Customer satisfaction rose to 82%.... First-call response time dropped by 30%. Decathlon used Freshdesk to automate ticketing, integrate with their CRM, and offer self-service. Agents and customers found the system easy to use. Decathlon improved customer support and agent productivity with Freshdesk.
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Freshworks' AI-powered omnichannel solution helped Hobbycraft boost customer satisfaction by 25%. The retailer unified support channels, improved agent productivity, and... enabled 82% of tickets to be resolved at first contact. Freddy AI chatbots now handle 30% of queries, freeing agents for complex questions. Hobbycraft also reduced response times by 30% and increased employee engagement. The Freshworks platform, powered by AWS, supports seamless customer service across all channels.
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Freshservice helped D'Youville University move from a slow, on-premise ITSM to a fast, cloud-based system. The university improved SLA compliance... to 91% and cut average response and resolution times to under 24 hours. Asset management accuracy jumped to 95%. Automations and analytics made IT support easier and faster. The IT team now spends more time on big projects and less on manual work.
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Freshservice helped the University of Pennsylvania upgrade a 15-year-old ticketing system. The finance division launched BEN Helps, a self-service portal... for financial support. In six months, agents processed 30,000 tickets across 30+ departments. Workflow automation and smart query assignment improved efficiency. The new hub made it easier for admins, students, and faculty to get financial help fast.
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Freshservice and Freddy AI helped University of Aberdeen cut ticket resolution time by 81%. The IT team deflected 10,200 tickets... and increased ticket capacity by 208%. Automation saved 405 working days per year. Students and staff reported a 98.6% CSAT score. The university modernized ITSM with AI, analytics, and automation.
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Freshservice helped Texas A&M University cut ticket resolution time by 30%. The IT team now resolves over 600 tickets daily,... with an average resolution time of 12 hours. Freshservice automates workflows and supports IT asset management for more than 1,000 assets. The platform enables the transportation team to resolve requests in 15 minutes instead of three months. Texas A&M uses Freshservice to manage game-day logistics for 150,000 visitors.
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Freshservice helped Aramex cut ticket resolution time by 35% and boost agent productivity by 50%. The company saved $56,000 after... switching from a rigid in-house IT service desk. Freshservice's simple interface and automation features made IT support faster and easier. Aramex now uses a multi-channel service desk and plans to expand Freshservice to more teams.
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Freshservice helped DPD BeLux boost productivity by 10%, raise employee satisfaction by 51%, and speed up resolution time by 73%. DPD BeLux replaced... fragmented workflows and an underused ticketing system with a unified ITSM platform. The new solution improved incident management, self-service, asset tracking, and analytics. Integrations with Docusign and Jira streamlined operations. Employees now collaborate better and resolve issues faster, leading to higher satisfaction.
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Freshsales and Freshdesk helped Lalamove boost sales conversions by 24%. The company saw a 58% increase in customer engagement. Lalamove... replaced manual CRM processes with Freshworks solutions. Unified customer records and integration with Microsoft Teams improved efficiency. The sales and support teams now work faster and connect better with customers. Freshworks made account management and customer support smoother.
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Freshservice helped AG Barr resolve 60% of tickets using AI agents. The company switched from a legacy helpdesk tool that... lacked ITIL features and reporting. Freshservice offered easy integration with Google Workspace, workflow automation, and asset management. AG Barr quickly adopted the platform, improved change management, and saved agents time. Over 2000 tickets are closed each month with the AI agent.
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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.
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Freshsales helped Kongskilde Industries digitize their sales process. The company faced low visibility into leads, poor revenue forecasting, and disconnected... legacy tools. Employees chose Freshsales for its easy dashboard, fast setup, and strong integration. Kongskilde implemented Freshsales in just four months, staying within a $26,000 budget. Now, 50 agents use the CRM for deal management, sales forecasting, and mobile access.
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Freshdesk Omni and Freddy AI helped Woolacombe Bay Holiday Parks cut average resolution time by 69%. Agents now feel more... confident using digital channels. 83% of customers moved from phone to digital support. Agent satisfaction rose by 25%. Freddy AI Copilot features like tone enhancer and rephraser improved message quality and consistency across locations.
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Freshdesk helped Digitrips cut first response time by 73% while ticket volume nearly doubled. The travel company used Freshworks to... integrate email, chat, and ticketing, automating workflows and improving agent productivity. Freddy AI Copilot enabled faster customer service with automatic summaries and rephrasing. Digitrips now resolves twice as many tickets daily, with 69% handled in under 24 hours and a 99% chat satisfaction rate. Real-time analytics improved decision-making and reduced operational costs.
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Freshservice and Freshdesk helped Ryan Specialty boost CSAT scores by 20% in just two months. The company achieved a 75%... first-contact resolution rate and resolved chats in 3.5 minutes. Ryan Specialty unified six support teams on the Freshworks platform. This improved workflow automation, change management, and analytics. Employees and customers now enjoy faster, more efficient support.
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Freshdesk and Freddy AI helped Total Expert boost customer service ROI by 248%. AI chatbots resolved 23% of messages and... saved over 1,000 agent hours. The solution reduced ticket volume and cut agent response time to under 20 minutes. Integrations with Slack and Jira improved agent productivity. Total Expert saved more than $124,000 annually with Freshworks' platform.
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Freshdesk helped Habyt boost first response SLA compliance from 59% to 96%. The company cut average response time from seven... hours to 2.5 hours. Habyt resolved 42% more tickets and doubled customer responses. Advanced analytics and reporting improved agent productivity and customer satisfaction. Freshworks enabled smooth migration from Salesforce and supported global operations.
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Freshservice helped Qualfon cut IT ticket resolution time by 75%, from 16 hours to 4 hours. The IT team now... resolves 97% of tickets on the first call. User satisfaction reached 97%. Qualfon used workflow automation and analytics to boost efficiency. Integration with Azure and Power BI improved reporting and insights. Freshservice replaced an outdated ITSM tool, making support faster and easier.
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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.
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Freshservice helped Village Roadshow Limited cut ITSM costs by 60%, saving nearly $500,000 per year. The company improved ticket resolution... time by 25% and boosted employee satisfaction by 25%. Freshservice replaced a legacy ServiceNow system, making onboarding faster—from two weeks to five minutes. Workflow automation and a self-service portal reduced manual work and phone calls. Village Roadshow now delivers better IT support for 5,500 employees and 22 million customers.
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Freshdesk helped Hinge Health scale support as ticket volume grew 3,685% in four years. The digital clinic improved SLA compliance... to 92% and achieved 85% CSAT. Freshworks unified workflows, lowered first-response times from hours to minutes, and maintained HIPAA compliance. AI features like Freddy AI Copilot boosted agent productivity and streamlined member care. Hinge Health now supports over 200,000 patients with efficient, omnichannel service.
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Freshservice helped Elsevier transform IT support. The company moved to a cloud-based ITSM platform, supporting 9,500 employees and 65 offices.... Self-service increased from 38% to 45%. First contact resolution reached 93%, and user satisfaction hit 96%. Elsevier now closes 15,000 tickets per month and manages 30,000 assets with Freshservice.
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Freshdesk helped Bridgestone solve over 4,000 tickets in 150 days with 15 agents. The company replaced old ticketing systems and... improved customer satisfaction using multi-channel support. Freshdesk's SLAs and reporting features boosted agent productivity and response speed. Gamification and satisfaction surveys increased team motivation and tracked customer happiness. Bridgestone achieved 95% success in scaling up customer support with Freshdesk.
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Freshservice helped the Crown Office and Procurator Fiscal Service resolve 65,000 IT tickets a year. The agency saw a 12%... SLA improvement and an 86% customer satisfaction score. Workflow automation and AI-powered service management made IT support faster and easier. Integration with Microsoft Teams and Azure enabled single sign-on and better automation. Employee satisfaction with IT support reached 93%.
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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 a 20% reduction in admin time. Synergy solved issues with siloed engagement, poor mobile access, and low visibility. Freshsales' automation, lead scoring, and AI insights improved sales productivity and management reporting. The intuitive CRM enabled rapid user adoption and better customer engagement.
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Freshservice helped Supernus Pharmaceuticals reach 50% IT adoption in just three months. The company improved IT service management with automation... and better ticket tracking. Customer satisfaction rose to 98.8%. Average response time dropped to 3.2 hours. Implementation took only four weeks. Supernus now uses analytics and integrations for efficient support.
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