Case Study: G.M. Tour & Travel saves 85,000 man-hours with Freshdesk

Freshdesk saves G.M. Tour & Travel 85,000 man-hours

G.M. Tour & Travel, a leading wholesale travel agency in Thailand specializing in air ticket fulfilment, faced growing pains as support relied on a shared Outlook inbox. Rising ticket volume made it hard to track agent performance, assign responsibility, enforce SLAs and prioritize issues, causing extra hours during peak season and some emails to go unanswered.

Implementing Freshdesk centralized email and social support, introduced assigned agents, canned responses, SLA management and Dispatch’r routing, and enabled better prioritization. The result was significantly reduced inbox clutter, clearer ticket ownership, improved SLA tracking and agent productivity—enabling a five-person team to handle 1,000+ queries a day and delivering an estimated 85,000 man-hours saved while strengthening their customer-service position.

G.M. Tour & Travel

Narissara

Digital Marketing Manager