Case Study: Cloudbakers achieves 99% customer satisfaction with Freshdesk

Cloudbakers makes 99% of their customers happy using Freshdesk

Cloudbakers is a Chicago-based cloud solutions specialist and Premier Google Apps reseller that supports 300+ clients. As the business grew, the team needed a professional helpdesk that tied into their Google Apps ecosystem and solved pain points like manual time tracking, disparate systems, and lengthy phone/email documentation used for invoicing.

They chose Freshdesk for its native time tracking, Google Single Sign-On, Gmail Gadget and integrations with WorkflowMax and Xero, enabling automated routing, timesheets and smoother invoicing. Since implementation Cloudbakers has doubled the number of tickets handled daily while maintaining a 95% SLA resolution rate, improved first-call resolution by 51%, tripled staff and preserved high customer satisfaction.

Cloudbakers

Mitch Greenwald

Founder Managing Partner