Case Study: Aviolinx achieves streamlined customer support and increased productivity with Freshdesk

Aviolinx - Customer Case Study

Aviolinx, a long-established provider of airline communications and software based in Stockholm, saw rapid product and customer growth that outpaced its legacy three-tier phone-and-email support model. The old process forced tier-one staff to handle or escalate every query and required customers to call for ticket updates, creating inefficiency and poor scalability.

After adopting Freshdesk, Aviolinx integrated an online customer portal, email notifications and a user-friendly interface with virtually no setup time, simplifying workflows across all support tiers. Within a month the team reported noticeably higher productivity, faster ticket handling and a smoother, more transparent customer experience.

Aviolinx

Alec Farquharson

Senior Account and Product Manager