Case Study: Stratoscale achieves a trusted, scalable customer support framework with Freshdesk

Stratoscale establishes a trusted customer support framework with Freshdesk

Stratoscale, a US‑based cloud software company that delivers software‑defined IaaS, PaaS and CaaS and managed open‑source platforms, needed a scalable, SaaS helpdesk that could integrate with existing tools, support modern multi‑channel customer contact, and be intuitive for agents. Director of Technical Support Ami Zvieli prioritized a trusted support framework with strong API integration, easy deployment, and reliable 24/7 technical support.

After evaluating peers and trialing Freshdesk, Stratoscale rolled it out to 30 agents across the US, Canada, Singapore and Israel; Freshdesk’s modern UI, integrations and automation tools (Dispatch’r, Observer, webhooks) boosted portal usage, agent productivity and managerial visibility into key metrics. Customer feedback rated “Awesome” at 90%, management gained scalable reporting for better decisions, and the company is now expanding self‑service, automations and chatbots.

Stratoscale

Ami Zvieli

Director of Technical Support & Customer Success