Case Study: SysMech achieves 100% SLA adherence and higher CSAT with Freshdesk

100% SLAs? SysMech makes it possible with Freshdesk

SysMech is a UK-based software company that provides end-to-end network analytics to tier‑1 telecom operators and supports 1,000+ enterprise users. Facing an old-fashioned, email-based support model, the team struggled with poor visibility into requests, low agent productivity, limited reporting, complex technical queries requiring cross-team collaboration, and strict SLA requirements tied to customer contracts.

Within a month SysMech implemented Freshdesk to automate ticket routing, provide full ticket lifecycle visibility, integrate with Jira, enable private notes and mobile responses, and use templates for proactive communication. The result: 100% SLA adherence, higher CSAT and agent productivity, actionable customer insights through reporting, faster collaborative resolutions, and greater operational peace of mind.

SysMech

Garry Wise

Head of Customer Support