Case Study: Thai Union Europe achieves streamlined customer support and faster resolutions with Freshdesk

How Thai Union Europe uses Freshdesk to streamline customer support

Thai Union Europe is a leading ambient seafood company (since 2006) with ~5,000 employees and a 30‑agent support team serving customers and distributors across Europe and beyond. Handling 600–700 tickets a month, the team struggled with three separate, costly and poorly integrated support tools, which caused confusion, long response and resolution times and reduced overall efficiency.

Switching to Freshdesk gave them a single, easy‑to‑set‑up helpdesk with multi‑channel support, native integrations, automations, a knowledge base and reporting. Within 30 days the team saw major improvements: they now handle about 50–60 tickets per day, route 30% of tickets automatically, average a 1‑day response and 2‑day resolution, and use reporting to fix root causes and focus on strategic work.

Thai Union Europe

Romain Deguitre

Service Desk Manager