Case Study: Centrium achieves world-class automated customer support with Freshdesk

Centrium - Customer Case Study

Centrium CRM is a London‑based startup (founded in 2011) that offers a simple, affordable CRM for small and medium businesses to manage contacts, history, files and tasks. As a lean, service‑oriented team they needed a support solution that matched their “simple, uncluttered and support‑centered” philosophy: email ticketing, a knowledge base, message split/merge, automation for ticket assignment, and an easy way to keep everything organized as they scaled.

They implemented Freshdesk, gaining email support, a searchable knowledge base, robust ticket management and automated workflows that assign and route tickets. The result: faster, more reliable customer support with no lost or unanswered emails, high agent and customer satisfaction, and simple scalability (occasional agents via Day Pass or quick full‑time additions).

Centrium

Marcin Kurylak