Case Study: Svenska Turistföreningen achieves 40% time savings and higher customer satisfaction with Freshdesk

STF Turist improved efficiency and achieved higher customer satisfaction with Freshdesk

Svenska Turistföreningen (STF) is one of Sweden’s largest tourism associations, founded in 1885 with over 238,000 members and a network of hostels and mountain stations. The Business & IT support team struggled with inefficient, email-based ticket handling—manual ticket creation, no reliable statistics, unorganized workflow and duplicate work—so STF needed a centralized, trackable support system to handle growing member enquiries.

STF implemented Freshdesk in a seamless two-week transition, using automation, canned responses, Team Huddle, parent‑child ticketing and Agent Collision to streamline workflows and reporting. The results: 40% time savings, 80% first-call resolution, 54% ticket deflection, a 100% increase in ticket volume handled efficiently, clearer SLAs and higher customer satisfaction.

Svenska Turistföreningen

Magnus Krantz

Head of Business Support