Case Study: hhp achieves faster response times and scalable support with Freshdesk

Hhp enjoys freedom with Freshdesk mobile apps

hhp is a leading European supplier of medical massage technology with a 350‑person team spread across Belgium, Germany, France, Netherlands, Luxembourg and Spain and a large, mobile salesforce. As the company expanded, customer support was overwhelmed by a single shared email inbox: messages were missed or misrouted, tickets couldn’t be tracked, SLAs and KPIs were invisible, and response and resolution times suffered.

hhp implemented Google Apps and, with integrator Mincko, rolled out Freshdesk—using SSO, Google Calendar/Hangouts integration, and Freshdesk’s reporting, automations and canned responses—to automate ticket assignment, enforce SLAs and gain visibility into performance. The new setup cut average response time by 33%, reduced resolution time by 5%, increased first‑call response by 11%, and made multi‑country scaling and day‑to‑day support management far more efficient.

hhp

Anja D'Haenens

Customer Service