Real-World Case Studies and Customer Success Stories with Freshteam

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 and asset tracking. The AI bot, BruDog, now closes over 2,000 tickets monthly, saving time for both agents and employees.
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Freshservice helped Vermeer Corporation modernize IT service management. The company replaced manual ticketing and spreadsheets with automated workflows and AI-powered... support. Resolution times dropped by 50%, and first response times improved by 24%. Customer satisfaction reached 95%. Vermeer now supports HR, finance, legal, and engineering teams with the same platform.
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Freshservice helped HOLT CAT handle nearly 10,000 IT tickets in six months. The company empowered 142 agents to resolve tickets... faster, cutting average resolution time to under five hours. Workflow automation and a self-service portal improved IT efficiency and employee engagement. Asset tracking, contract management, and reporting became easier with robust ITSM tools. HOLT CAT saw immediate adoption and increased portal usage after switching from their legacy system.
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Daikin used Freshworks’ Freshdesk Omni to improve after-sales service in Brazil. The company set up clear SLAs and used analytics... to track performance. They integrated Freshchat with WhatsApp for better customer communication. Ticket management and reporting became easier. Service quality improved, helping boost sales and customer loyalty.
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Freshservice helped Coherent unify four separate ITSM systems into one platform. Over 500 agents now use Freshservice to resolve more... than 65,000 tickets in six months. The solution improved cross-team collaboration and employee support workflows. Coherent also uses Freshservice for HR onboarding and offboarding. The platform supports compliance and prepares Coherent for future growth. Coherent plans to expand Freshservice to more business functions.
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Freshservice helped São Salvador Alimentos, a leading Brazilian food producer, manage rapid growth and IT demands. The IT team replaced... email and open-source tools with Freshservice’s ITSM platform. This change reduced Tier 2 escalations by 10% and improved SLA response times by 16%. SSA created a self-service knowledge base with nearly 250 FAQ articles. Productivity increased and duplicate tickets dropped. Freshservice’s automation and compliance features supported SSA’s digital transformation.
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Freshservice helped Schoeller Allibert, a global packaging manufacturer, modernize its IT service management. After switching to Freshservice, customer satisfaction scores... rose from 50% to 78%. Ticket volume increased by 125%, but resolution times improved. Four internal teams now use the same platform, making operations more efficient. The user-friendly design led to fast adoption across departments.
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Freshservice helped Profel, a leading Belgian manufacturer, streamline IT support for 1,000 employees. Profel replaced phone and email support with... a central helpdesk, improving efficiency and transparency. The IT team resolved over 10,000 tickets since launch and enabled 24/7 self-service for users. Automated ticket creation and assignment saved time and balanced workloads. Profel now tracks KPIs and manages IT projects more easily with Freshservice.
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Premier Foods used Freshservice to bring IT service management back in-house. The company reduced ticket resolution times by 50%, from... 40 to under 20 business hours. 92% of tickets are now resolved within SLA, and customer satisfaction rose to 95%. The Freshservice mobile app lets agents support users across 15 sites. Automated reporting and a new self-service portal improved analytics and reduced manual work.
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Freshservice helped Piracanjuba, a major Brazilian dairy producer, replace ServiceNow for enterprise service management. The company rolled out Freshservice to... 17 business units in under five months. In the first three months, 90% of employees used the new platform, logging over 70,000 tickets. Piracanjuba unified IT and non-IT service delivery, boosting productivity and simplifying workflows. The migration was smooth, with no disruption to daily operations.
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Freshworks' AI-powered omnichannel solution helped Hobbycraft boost customer satisfaction by 25%. The retailer unified support across email, phone, and social... channels, replacing a fragmented system. Freddy AI chatbots now handle 30% of queries, freeing agents to focus on complex questions. 82% of tickets are resolved at first contact. Response times dropped by 30%, and employee engagement rose with a new hybrid work model.
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Freshdesk helped Hamleys cut support costs by 50%. The team switched from BoldChat to Freshdesk for better automation and reporting.... Implementation took less than 48 hours. Agents now track their performance and morale is higher. Gamification features encourage healthy competition. Customer satisfaction is rising as workflows are more efficient.
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Freshworks helped Frasers Group unify customer support for over 60 retail brands. The company replaced 16 siloed tools with Freshdesk,... Freshchat, and Freshcaller. Frasers achieved a deflection rate of over 25% and saved nearly 20,000 work hours. Average response time dropped to under 60 seconds. Agents and customers both saw improved satisfaction with the new self-service and AI-driven support.
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Freshdesk helped Decathlon, the world’s largest sports retailer, transform its customer service. Decathlon faced poor ticket documentation and missed customer... support questions as its India operations grew. Freshdesk automated ticket assignment, unified service requests, and enabled self-service for customers. Customer satisfaction rose to 82%. First-call response time dropped by 30%, even as ticket volume increased 17 times. Agents and customers both benefited from easier access to information and faster support.
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Freshservice helped Carrefour Belgium unify 8 of its 15 helpdesks in just 3 months. The company replaced outdated workflows and... legacy ITSM tools with a single self-service portal. Over 350 agents now manage incidents, service requests, and changes more efficiently. Agent satisfaction and productivity have soared. Carrefour Belgium now enjoys better visibility and streamlined operations across IT, logistics, and retail support.
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Freshworks helped Blue Nile cut appointment no-show rates from 50% to 20%. The team used Freshsales and Freshdesk to unify... customer data and automate reminders. Blue Nile now gets a 90% resolution rate at first touchpoint. Over 200 online agents support customers by phone, email, and chat. Sales and retention improved with more personalized service.
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Freshservice helped Plantagen transform its IT service desk. The old system was slow and hard to use. Freshservice made ticket... management faster and easier. The IT team now responds to tickets quickly, even during busy times. Self-service and knowledge management features save agents time. Plantagen now tracks IT issues and assets across all stores.
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OfficeMax used Freshservice to overhaul its IT service management. The company faced issues with transparency, inefficient systems, and low user... satisfaction. Freshservice provided a single interface for IT requests and auto-suggested knowledge base articles. SLA adherence rose to 97%, first call resolution hit 88%, and customer satisfaction reached 91%. OfficeMax now delivers efficient, ITIL-aligned service across Australia and New Zealand.
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Freshservice helped Ocado Retail achieve 100% user satisfaction. The IT team reduced average resolution time by 28% and response time... by 15%. Ticket reopens dropped by 38% after implementing Freshservice. The project was completed in just one week during the pandemic. Ocado customized the service portal to match its brand and improved self-service adoption. Employees now get faster support and a better experience.
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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 shifted 83% of customer contacts from phone to digital channels. AI-powered tools improved message quality and unified the brand voice across locations. Staff gained confidence in digital communication, serving nearly 2,000 customers in six months.
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Freshdesk helped Digitrips cut first response time by 73% while nearly doubling ticket volume. The travel company unified email, ticketing,... live chat, and chatbots into one platform. Agents now resolve twice as many tickets daily. 69% of tickets are resolved in less than 24 hours. Digitrips achieved a 99% chat satisfaction rate and reduced operational costs. Freddy AI Copilot improved agent productivity and customer service quality.
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Copastur used Freshdesk and Freshservice to manage over 8,000 support tickets each month. The company replaced an outdated service desk... to improve IT support for both employees and customers. With Freshworks, Copastur automated more than 40 workflows and achieved a 95% customer satisfaction rate. The solution helped boost SLA compliance and made it easier for users to request IT help. Copastur now supports 1,200 employees and plans to expand Freshservice to other teams.
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Freshdesk helped COCHA unify its passenger services after Covid-19. The company merged departments to create a single contact point for... travelers. Freshdesk automated workflows and integrated channels like WhatsApp, email, and phone. COCHA achieved a first call response rate of 80–86% and an SLA response of 87.48%. The average ticket resolution time was 19.5 business hours, improving customer satisfaction.
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Big Bus Tours used Freshdesk with Freddy AI Copilot to boost agent productivity. Agents saved 20% of their time on... each customer interaction by automating documentation and responses. This let them focus more on sales, turning the service hub into a profit center. Sales revenue now recoups 72% of customer service costs each year. Agent satisfaction also rose by 22% after the AI rollout.
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Radisson Hotels used Freshservice to manage service requests for its Revenue Systems Hub, supporting 400 hotels in Europe and Africa. The team faced... challenges with unstructured email requests and lack of workload visibility. Freshservice enabled structured information gathering, seamless integration of IT systems, and improved team efficiency. Response times dropped to an average of two to three days, with easy requests handled the same day. Automation and transparency helped the team adapt to remote work and deliver better service to hotels.
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Freshworks helped Pickyourtrail improve its customer support. The company used AI-powered chatbots to handle 26% of all queries. This reduced... the load on agents and improved first response times by over 30%. Customer satisfaction scores also increased. Pickyourtrail now tracks KPIs and resolves issues faster with Freshworks analytics.
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Freshdesk helped Oceanic Catering manage 2,000 monthly customer queries by integrating ticketing and automating manual tasks. Before Freshdesk, teams worked... in silos and struggled with slow resolution times. With Freshdesk and Freshchat, Oceanic improved collaboration, automated repetitive work, and gained real-time analytics. The company expects to cut resolution time by at least 50% as they expand Freshchat to vessels. Teams now resolve tickets faster and provide better support to customers and suppliers.
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Freshsales helped Windmill Microlending cut loan processing time by 90%. The nonprofit used to take 30 days to respond to... immigrant applicants. Now, it takes just three days. Freshsales replaced manual spreadsheets and paper files with a modern CRM. Automation and a single applicant view made follow-ups and tracking easier. Windmill now supports more newcomers with faster, more accurate loan approvals.
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Upstox used Freshworks to improve customer support. They replaced their old system to better track and resolve customer queries. Freshworks... gave them real-time dashboards, automation, and a user-friendly help center. Upstox saw faster response times and higher customer satisfaction, beating the 80% industry benchmark. Agent productivity increased and customers found answers more easily.
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Freshdesk and Freddy AI helped Total Expert transform customer support. AI chatbots resolved 23% of messages and saved over 1,000... agent hours. The company achieved a 248% ROI and reduced ticket response times to under 20 minutes. Integrations with Slack and Jira improved agent productivity. The new knowledge base boosted self-service and customer satisfaction.
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Freshdesk and Freshservice helped Creditsafe connect customer support with backend teams. The company resolved 90% of incidents within eight working... hours. Customer satisfaction improved by 15%. Creditsafe replaced an outdated ITSM system that caused missed tickets and poor visibility. The new workflow unified support and technical teams, making service faster and more reliable.
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Freshdesk by Freshworks helped Collinson handle 1,200 chats per day and automate 120 workflows. Collinson unified customer service across chat,... email, and voice, replacing siloed systems. The company migrated 120 phone lines to Amazon Connect in just weeks. Agents now work from home and respond faster to changing business needs. Collinson tracks customer interactions and trends in real time, improving both agent productivity and customer satisfaction.
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Freshservice helped STCU improve employee support and IT operations. The IT team replaced fragmented systems with a unified platform, automating... incident and asset management. STCU achieved a 100% employee satisfaction rating and a 24% faster resolution time than the industry average. First contact resolution reached 82.8%. Teams outside IT also streamlined workflows, boosting productivity across the credit union.
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Ryan Specialty used Freshservice and Freshdesk to improve support for employees and customers. The company replaced its old helpdesk to... fix slow ticket resolution and poor change management. After switching, Ryan Specialty saw a 20% increase in CSAT scores in just two months. 75% of tickets were resolved on first contact. Average chat resolution time dropped to 3.5 minutes. The new system helped teams work together and made support more efficient.
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M-KOPA used Freshdesk, Freshchat, and Freshservice to improve customer support for 4 million users across five African countries. The fintech automated... workflows and unified IT and customer service on one platform. Chatbots resolved 39% of queries, and chat channel adoption reached 62%. Nearly 2,000 agents now handle 1 million digital payments daily. M-KOPA saw faster ticket resolution and better customer insights.
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Freshdesk helped Hinge Health scale support as ticket volume grew by 3,685%. The digital clinic for joint and muscle pain... improved first-response times from hours to minutes. Freshworks enabled HIPAA-compliant workflows and centralized support for over 200,000 patients. Hinge Health achieved 92% SLA compliance and 85% CSAT. AI-powered features like Freddy AI Copilot boosted agent productivity and member satisfaction.
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GC International used Freshservice to centralize IT support across global locations. The company rolled out a single ITSM tool to... unify processes and improve visibility for over 3,000 employees. Freshservice helped manage support for a global SAP rollout and enabled first-line support from a European service center. Three Freshservice instances support employees, digital customers, and the US HR department. GC International values the intuitive interface and advanced features of Freshservice.
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Freshservice helped Salinas Valley Memorial Healthcare System modernize its IT service desk. The hospital faced issues with a fragmented, hard-to-maintain... ITSM tool and slow service request handling. Freshservice enabled a fast rollout, automated workflows, and improved visibility for IT support. The new system unified multiple help desks and encouraged self-service. IT teams now resolve requests more efficiently, supporting better patient care.
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RedSalud unified its service desks across 40 hospitals and subsidiaries using Freshservice. The company automated workflows, improved onboarding, and centralized... asset and change management. Over 300 agents now use the platform, with 50% of tickets handled by non-IT staff. SLA tracking and self-service features save time for agents and staff. RedSalud improved employee experience and productivity with a single support platform.
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Freshservice helped Princess Alexandra Hospital NHS Trust modernize its IT service management. The hospital replaced outdated hardware and manual processes... with automated workflows and a self-service portal. Staff now resolve issues faster, reducing time spent on phone calls and emails. Asset management and incident tracking are now centralized, cutting duplicate tickets and improving agent productivity. The new system improved staff satisfaction and patient experience.
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Freshdesk and Freshservice helped OdontoCompany support 1,700 franchisees and 25 million patients. The company improved its Net Promoter Score by... 58%. Agents now handle 60% more tickets per day. First contact resolution reached 92%. Ticket response times dropped from three hours to five minutes. OdontoCompany scaled support and improved IT workflows using Freshworks solutions.
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Freshservice helped Western Sussex Hospitals NHS Foundation Trust transform IT service management. The hospital saw first call resolution jump from... 55% to 91%. Ticket assignment time dropped from 15 minutes to just 16 seconds. Self-service usage rose from 10% to 42%. The IT team achieved a 96% CSAT score. Automation and a customizable portal relieved pressure and improved patient care.
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Freshservice helped Wake Forest University cut average IT ticket resolution time to 4. 5 hours. The university replaced a failing...on-premise BMC Remedy system with a cloud-based, mobile-friendly ITSM platform. Students and staff now use a self-service portal, email, phone, or chat to get IT help. Over 290 knowledge base articles support users. The IT team spends less time on maintenance and more on high-priority tasks. Departments beyond IT, like HR and finance, have adopted Freshservice for support requests.
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Freshservice helped the University of Pennsylvania process 30,000 finance support tickets in six months. The university replaced a 15-year-old legacy... ticketing system with a centralized self-service portal. The new system supports over 30 departments and 50 service agents. Workflow automation and smart routing improved response times and user satisfaction. Faculty, staff, and students now access financial help quickly and easily through the BEN Helps portal.
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Freshservice and Freddy AI helped the University of Aberdeen modernize its IT service management. The university reduced ticket resolution time... by 81% and deflected 10,200 tickets using AI chatbots. Automation saved 405 working days per year for the IT team. Ticket capacity more than doubled, reaching up to 2,000 per week. Students and staff reported a 98.6% CSAT score after the switch.
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Freshservice helped Texas A&M University handle over 600 IT tickets daily for 150,000+ game day visitors. The university replaced its... old helpdesk with Freshservice to improve IT support and automate workflows. Ticket resolution time dropped by 30%, with most requests now solved in 12 hours. The Transportation Services team uses Freshservice for both IT and transit support, including parking and emergency planning. Workflow automation cut overhead costs and improved service for students, staff, and visitors.
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Freshservice helped Jefferson County Public Schools cut ticket resolution time from three weeks to three days. The district unified support... for 69,000 students and 14,000 staff across 168 campuses. Over 186,799 tickets were resolved in two years by a two-person team. Freshservice and Freshchat enabled instant support and streamlined processes for IT, HR, and transportation. Auto-assignment and custom forms improved data collection and support quality.
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Freshservice helped Eastern Washington University modernize its campus IT services. The IT team replaced legacy platforms and improved user adoption.... Over 50,000 requesters now use the system. Self-service and ticket deflection features free up agents for critical work. Asset tracking moved from spreadsheets to integrated tools. Dashboards and analytics increased accountability and transparency.
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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%. Automations and analytics freed the IT team to focus on bigger projects and deliver needed data for federal aid. The new system made IT support easier for students, faculty, and staff, even during remote learning.
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Freshservice helped Waterstons double its ticket volume capacity. The IT consultancy switched from a legacy system to Freshservice for better... automation and scalability. Waterstons improved agent productivity and cut response times. The team closed 13,007 tickets, up from 6,131 with their old tool. Automated workflows and a self-service portal boosted user adoption and SLA adherence. Waterstons now plans to expand use of asset and change management modules.
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Freshsales and Freshdesk helped Effective Solutions, a Mexican IT integrator, improve sales and support. The team switched from a legacy... CRM to Freshsales for better usability and mobile access. Integration with email and Freshdesk unified sales and support data. Workflow automation and analytics made it easier to track leads and manage deals. The sales team now identifies and prioritizes leads faster, boosting sales performance.
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Freshservice helped Databricks improve IT support with AI-powered automation. The company achieved a 23% self-service deflection rate and a 96%... customer satisfaction score. Databricks expanded Freshservice from IT to eight other departments, including HR and legal. The unified platform replaced 10 separate tools, saving money and boosting employee experience. Over three years, agent count grew from 50 to 230, showing strong adoption and scalability.
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Freshservice helped Solidsoft Reply save $100,000 a year by automating 24/7 IT support for pharmaceutical clients. The company used workflow... automation to cut ticket administration time by 15%. Multi-portal functionality let them onboard new clients quickly and keep compliance for each one. Freshservice replaced manual ticketing and eliminated the need for costly overnight monitoring. Solidsoft Reply now supports 25 clients and thousands of users across Europe with a single ITSM platform.
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Freshsales helped Sify Technologies boost customer engagement by 60%. Sify replaced a legacy CRM that slowed sales and missed digital... opportunities. The new CRM enabled 80% adoption by the sales team. Sales cycles became faster and account management improved. Sify now uses automation, analytics, and sales sequencing to deepen customer relationships and drive growth.
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Freshservice helped RingCentral automate over 40% of IT service desk tickets. The company moved from a rigid legacy CRM to... a flexible ITSM platform. Freshservice integrations with tools like Active Directory, Okta, and Workday improved workflows. CSAT survey response rates more than doubled, rising from 5.76% to 12.03%. The platform now supports 275 agents across IT, HR, and other departments. RingCentral maintains a 96% SLA adherence and continues to expand Freshservice use.
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Freshservice helped the Office for Students cut average resolution time by 67%. The IT team used Freshservice’s AI agent to... boost service management adoption. Employees now log 30% of tickets via the AI agent, with a 77% faster first response time. Email ticketing dropped by 45% in a year. The rollout included training, feedback loops, and integration with Microsoft Teams.
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Freshservice helped Tasman District Council cut IT ticket response times by 86%. Before, employees waited up to a week for... help. Now, every ticket gets a response in under 24 hours. The council switched from an old on-premise system to Freshservice’s cloud platform. They added a self-service portal, mobile app, and automated workflows. Staff can now log requests easily and get answers faster. The IT team supports 400 employees serving 60,000 residents.
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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 single sign-on and streamlined approvals. 93% of employees reported satisfaction with ticket resolution times.
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Freshservice helped Suffolk County Council process more tickets through self-service. Feedback responses jumped from 150 to 1,000 per month. The... IT team used the portal to manage requests and announcements across departments. Workflow Automator streamlined both IT and non-IT service requests. Analytics and data intelligence improved help desk performance. Customer satisfaction ratings became easier to collect and act on.
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Freshservice helped Stockport Metropolitan Borough Council handle 25,000 tickets in six months. The council achieved 85.9% first contact resolution and... 94.8% SLA adherence. Freshservice enabled a new service portal, improved collaboration, and automated ticket routing. The council used analytics to identify training needs and boost staff productivity. The platform supported a digital transformation for 300,000 residents.
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Freshservice helped Selwyn District Council modernize IT support. The council replaced an outdated ticketing system with a self-service portal and... automated workflows. 95% of IT requests now come through the portal, reducing email volume. Ticket resolution is 20-40 seconds faster. IT agents can focus on complex issues and track every request. The council improved productivity and transparency in IT operations.
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Freshservice helped Aramex cut ticket resolution time by 35%. Agent productivity improved by 50%. The company saved $56,000 after switching... from a rigid in-house IT service desk. Freshservice enabled multi-channel support and automated repetitive tasks. Aramex now uses a single repository to track all IT assets. The IT team delivers faster, more strategic support across the business.
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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 resolution, improved collaboration, and better asset management. DPD BeLux now resolves tickets 73% faster and uses analytics for real-time insights. Integrations with Docusign and Jira further streamlined operations.
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Freshdesk helped Satair cut ticket handling time by 40%. Satair replaced slow, siloed email support with a centralized ticketing system.... Over 1,200 agents now use Freshdesk to manage urgent aircraft parts requests. More than 80% of two-way communication happens in Freshdesk. This improved transparency, sped up logistics, and reduced aircraft downtime. Satair plans to add self-service and AI-powered workflows next.
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Freshsales helped Lori Systems organize its sales team and manage leads across regions. Before Freshsales, Lori used spreadsheets and had... limited visibility into its sales pipeline. The company struggled to track sales activities and monitor client relationships. With Freshsales, Lori gained advanced reporting, a unified customer activity log, and easy tracking of sales activities. The CRM enabled Lori to scale its sales processes as the business grew and expand into new markets.
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Lalamove used Freshsales and Freshdesk to replace manual sales and support processes. The company saw a 58% increase in customer... engagement and a 24% rise in sales conversions. Freshworks unified customer records and integrated with Microsoft Teams and Google Workspace. Lalamove improved account management and customer communications. The switch helped Lalamove scale operations across Asia and Latin America.
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Freshservice helped TaylorMade automate 100% of its core IT workflows. The company faced a 250% spike in ticket volume after... moving to the cloud and expanding e-commerce. With Freddy AI and the Caddy chatbot, TaylorMade cut average ticket resolution time by 50%. Employees now resolve issues faster, and IT manages more requests without extra staff. TaylorMade maintains 90% SLAs while improving employee support.
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Freshworks helped Tata Consumer Products cut incident resolution times by 73%. The company integrated Freshdesk and Freshservice into its distributor... management app, MAVIC. Distributors now get support with one click, instead of waiting on hold. Freddy AI Copilot automates incident summaries, saving 40 minutes per case. HR change management speed improved by 137.5%. The new system unified support channels and boosted efficiency across IT and HR.
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Body & Fit used Freshdesk Omnichannel to improve customer service. They saw an 83% CSAT, a 28% lower contact rate,... and a 32% decrease in contact volume. The team automated routine questions and used smart ticket routing. Freshdesk's analytics helped optimize call center staffing and ticket tagging. Integration with Instagram streamlined social media support. Agents now work faster and focus on valuable customer conversations.
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Freshservice helped Ontex cut incoming service desk phone calls by 40%. Ontex switched from a rigid on-premise ITSM tool to... Freshservice for better scalability and global support. The new cloud-based platform improved workflow and made it easier for employees to use self-service options. Ontex achieved a 93% customer satisfaction rate after adopting Freshservice. The IT team also saw higher productivity with automated ticket assignment.
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Freshdesk helps Honest Brew deliver real-world, personable customer service. Andrew Reeve, the founder, shares how the platform supports their direct-to-home... beer delivery business. Honest Brew uses Freshdesk to manage customer support efficiently. The software enables them to provide a friendly and responsive experience. This helps Honest Brew build strong relationships with their customers.
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HelloFresh used Freshservice to fix supply chain incident tracking. They replaced manual forms and spreadsheets with automated workflows. Teams now... link incidents to ingredients and use custom reports. Collaboration improved with chat and unified data. HelloFresh increased accountability and compliance. They now make faster, data-driven decisions across departments.
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Freshdesk helped BrewDog handle a 10x surge in service requests during the pandemic. The team automated manual tasks and added... self-service options to support remote work and rapid growth. Omnichannel support, including social media integrations, enabled faster responses and better customer feedback. BrewDog raised its CSAT score by 10% even as ticket volumes soared. Real-time analytics and collaboration tools improved team efficiency and customer experience.
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Trainline used Freshdesk and Freshworks solutions to manage high volumes of customer queries. They needed flexible support channels and fast... onboarding for new agents. Freshdesk unified email, chat, and voice support, integrating with Trainline’s telephony and back-office systems. Automations and bots helped deflect queries and speed up resolutions. Trainline saw higher customer satisfaction, better agent onboarding, and improved ticket tracking.
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Freshservice helped Cordant Group achieve a 96% customer satisfaction score. The company needed better IT service management and faster support.... Freshservice was ready to use in under a week. It improved incident management, reporting, and self-service adoption. Cordant now supports 2,500 end-users and handles 6,000 incidents monthly. Workflow automation and cloud delivery boosted efficiency and teamwork.
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Freshservice helped L’Osteria modernize its IT service desk. The restaurant chain replaced an outdated legacy system. The IT team used... Freshservice to automate workflows and improve ticket resolution. L’Osteria achieved a 100% customer satisfaction score. The self-service portal and knowledge base empowered users and reduced incoming tickets. The solution scaled across 124 restaurants in 8 countries.
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