Case Study: Point Group achieves 94% SLA resolution rate and streamlined customer service with Freshdesk

Point Group enhances its customer service processes with Freshdesk

Point Group, a marketing solutions provider with regional offices in South Africa and the UAE and a footprint across Africa and the Middle East, was struggling with legacy processes for handling service queries. Teams used Google spreadsheets, which left them with no visibility into query statuses, no way to track repeat issues, and no insights to guide staffing, training, or process improvements.

After implementing Freshdesk across multiple internal and external support teams, Point automated ticket assignment with groups and Dispatch’r rules and gained robust reporting and analytics. The platform enabled end-to-end query monitoring, identification of recurring problems, and performance oversight for better resourcing—helping the team resolve 94% of issues within SLA—and set the stage for advanced routing and shared-ownership improvements.

Point Group

Craig Green

Functional Support Manager