Case Study: Scandinavian Design Center achieves faster, more efficient customer support — cuts response time from 15 to 7 hours with Freshdesk

Scandinavian Design Center increased support efficiency with Freshdesk

Scandinavian Design Center (SDC) is an online home-decor retailer founded in 2002 that sells minimalist, functional designs to customers in 70 countries. As the company expanded, its legacy Citrix/MS Office/MS Dynamics NAV support stack—managed via Outlook and Exchange—became cumbersome and unreliable, causing frequent downtimes, mounting overdue tickets and declining customer satisfaction.

SDC moved to Google Apps and implemented Freshdesk (with partner Longbay AB), gaining a cloud-based, multilingual helpdesk that integrated easily, was quick to set up, and added automatic ticket routing and SLA tracking across time zones. The change cut average response time from 15 to 7 hours, increased tickets resolved from 1,727 to 2,557 (a 48% rise), achieved 94% on-time resolution and delivered about a 20% productivity improvement in eight months, with almost no downtime.

Scandinavian Design Center

Jörgen Bödmar

Founder & CEO