Case Study: aNewSpring achieves streamlined multi-channel support and 94% customer satisfaction with Freshdesk

aNewSpring uses Freshdesk to streamline multi channel support

aNewSpring is a next‑generation SaaS Learning Management System that helps training providers and educators deliver personalized, social and reinforced learning worldwide. Faced with a messy ticketing process that converted only email to tickets, the support team lost time and tickets and had to juggle multiple tools to manage customer communication across channels.

After adopting Freshdesk, aNewSpring consolidated multi‑channel support into one customizable helpdesk with portals, community forums, automations and robust reporting. The change reduced tool‑switching, sped up resolutions, improved visibility and customer insight, and helped raise their positive support rating from 87% to 94%, while empowering agents to deliver a more consistent, seamless support experience.

aNewSpring

Stefan van den Tol

Service Manager