Case Study: SB Wire achieves nearly 50% faster ticket resolution with Freshdesk

SB Wire’s resolution time has gone down by almost 50 % using Freshdesk

SBWire, founded by PR veteran Daniel Jones to help small and medium businesses connect with journalists, serves thousands of clients across more than 120 countries. As their support needs grew, SBWire relied on an internal email system and disparate web apps, which led to lost or delayed requests, duplicated work across channels (email, Facebook, Twitter) and no effective tracking — prompting a search for a simple, multi-channel support solution with an integrated knowledge base and minimal training requirements.

Implementing Freshdesk centralized multi-channel requests, streamlined ticket management and added single sign-on and a knowledge base, cutting ticket resolution time by nearly 50%. The result was a big boost in support efficiency and customer satisfaction, with happier agents and a more reliable support process that let SBWire focus on running their business.

SB Wire

Daniel Jones

SB Wire