Case Study: Northmill achieves 5% higher customer satisfaction and 1-hour faster first responses with Freshdesk

Freshdesk Helps Northmill Deliver Best-in-class Customer Service

Northmill is a Swedish fintech (founded 2006) serving over 400,000 users with rapidly growing product lines. As customer volumes surged at ~60% annually, its email-based support—handled by 35 agents across Sweden and Finland—couldn’t keep up, causing slow responses and hurting customer satisfaction.

Northmill implemented Freshdesk to convert emails into tickets, apply auto‑assignment and customizable automation, and use productivity features and reports to streamline workflows. The change cut first response time by one hour and raised customer satisfaction by 5%, while giving the team the tools to scale support (new channels and more agents) as the business expands.

Northmill

Simon Nilsson

Chief Customer Officer