Case Study: Dexion achieves unified, scalable operations and faster ticket resolution with Freshdesk

Dexion uses Freshdesk to Unify and Scale their Operations

Dexion, a 70‑year‑old racking and warehousing solutions provider operating across Australia, New Zealand, Asia and the Middle East, struggled with fragmented support processes. Teams depended on a mix of emails and disparate service desk tools and tribal knowledge, resulting in poor visibility of request status, no formal escalation matrix, and delayed resolution of critical tickets that hurt customer service.

After evaluating Zoho Desk and Jira Service Desk, Dexion chose Freshdesk for its simplicity and customizable help center. Freshdesk unified requests, improved visibility and reporting, automated escalations and SLAs, and enabled tailored workflows—delivering better resource utilization, faster handling of critical events, higher team productivity, and improved customer service, especially for field teams.

Dexion

Merrill Micu

IT Infrastructure Specialist