Case Study: Onlinefaxes.com achieves 21% higher first-call resolution and unified multi-product support with Freshdesk

Onlinefaxes.com made their customers and their agents happy in one go using Freshdesk

Onlinefaxes.com is a fast-growing SaaS provider of online fax services with about 20,000 customers and a 30‑agent support center across the US, Philippines and Malaysia. They needed a single helpdesk that could handle multiple products/brands and reliable call routing, but their previous provider (Desk.com) lacked multi‑product functionality and caused call‑forwarding chaos, high support costs and low customer satisfaction.

They switched to Freshdesk for its built‑in multi‑product portals, telephony integration, automations and lower cost, completing the migration in under a week. Integrated IVR, business rules and a phone dashboard improved agent productivity and visibility; reporting became a one‑click task. Results included a 21% improvement in first call resolution, handling 6,500 inbound calls per month from 14 US numbers, faster response (average 2 hours) and stronger SLA performance.

Onlinefaxes.com

Mira Yardan

CEO