Case Study: Bridgestone achieves faster, more efficient multi-channel support with Freshdesk

Freshdesk helped Bridgestone set up an intuitive helpdesk

Bridgestone, the global tire manufacturer, needed a better customer support system for its France-based back office team. Its 15 agents were managing around 95–100 daily requests through outdated Outlook and phone-based ticketing, which made multi-channel support difficult and left customers waiting too long for follow-up. Bridgestone chose Freshdesk as a more adaptable helpdesk solution with stronger reporting and SLA capabilities.

Freshdesk implemented a customizable web portal and a single platform for multi-channel support, helping Bridgestone unify its support operations. The team used Freshdesk’s SLAs, reporting, gamification, and satisfaction surveys to improve response handling and monitor performance, resulting in faster ticket resolution and better customer tracking. Bridgestone reported a 95% success rate in speeding up support responses, with Freshdesk helping the team solve 4,000+ tickets in 150 days.

BridgeStone

Christophe Tomborski

Back Office Manager