Case Study: LM IT achieves reduced tier-3 escalations and faster ticket resolution with Freshdesk

Freshdesk ensures effective resource utilization at LM IT with a three-tier support system

LM IT is a Germany‑headquartered IT services firm with a global presence that supports clients across 30 countries via a three‑tier support model. Before Freshdesk, the support team relied on Outlook email, which made ticket tracking, SLA monitoring, proper allocation and cross‑office coordination difficult—resulting in poor reporting, repeated requests, and many issues being escalated unnecessarily to the expensive tier‑3 development team.

Implementing Freshdesk provided structured ticket management, parent‑child threading, dispatcher/supervisor/observer rules, canned responses, dynamic forms and customizable reporting, giving stakeholders clear visibility into ticket status and history. The result was faster responses, fewer escalations to tier 3, major time‑savings in reporting (minutes vs hours), improved agent productivity and efficiency, and measurable support outcomes today (18 agents, First Call Resolution 80%, Resolution SLA 81%), plus reduced costs and increased revenue.

LM IT

Mile

Support Process Manager