Case Study: Saavn achieves 65% reduction in backlog tickets and 71% faster resolution with Freshdesk

Saavn sees a huge reduction in backlog tickets by 65%, with Freshdesk

Saavn, a leading music and audio streaming service with 22 million monthly active users, relied on a lean, distributed Audience Experience team to act as the customers’ voice and manage feature requests, bug escalations and 24/7 support. Facing mounting ticket volumes far above the industry average and inefficiencies in tracking trends and SLAs, Saavn needed a more scalable way to capture customer feedback and reduce backlog.

Moving from Desk.com to Freshdesk, Saavn adopted automations, tags, reporting and bulk email to log every conversation, generate weekly insights and streamline workflows. Within 12 months the team cut backlog tickets by 65%, reduced average resolution time by 71% and improved SLA adherence by 37%, enabling the team to handle ~15,000 tickets per month and extend Freshdesk’s insights into marketing and product decisions.

Saavn

Esha Savla

Head of Audience Experience