Case Study: Applian Technologies achieves 41% improvement in SLA compliance with Freshdesk

Applian Technologies improves SLA compliance by 40% using Freshdesk

Applian Technologies, a software company with about 700,000 paying customers, provides a suite of streaming media recording tools and runs a distributed support team that prioritizes self-service. They struggled with an expensive, complex support platform (Zendesk) that was hard to maintain and required dozens of portals and custom triggers to separate product-specific knowledge, making multi-product self-service confusing and costly.

Switching to Freshdesk let Applian consolidate setup and run 18 product-specific portals with dedicated knowledge bases, while benefiting from features like multi-product support, agent collision detection, and improved UI. The change streamlined support, reduced costs, and boosted productivity, delivering a 41% increase in SLA compliance, a 25% drop in average resolution time, and a 43% improvement in tickets resolved-to-received ratio.

Applian Technologies

Debbie McCormick

Director of Technical Support Systems