Case Study: Bahamas Government achieves centralized omnichannel citizen support with Freshdesk

Bahamas Government resolves 38,763 tickets with 97% SLA using Freshdesk

The government of the Bahamas faced a challenge with its disjointed and manual citizen support process, which relied on disconnected phone and email. To modernize its services and create a centralized help desk, it turned to Freshworks and implemented the Freshdesk solution.

Freshworks provided an omnichannel solution that integrated phone, email, chat, and social media like WhatsApp. This implementation resulted in the resolution of over 38,000 tickets with a 97% SLA achievement and enabled longer support hours through AI agents, significantly improving citizen service.

Bahamas Government