Case Study: TeleResult achieves improved customer experience with Freshdesk

Teleresult improves customer experience with Freshdesk

TeleResult, a telecommunications consulting agency in Australia, needed a better way to manage high volumes of customer enquiries and keep customer history, service requests, and dispute details in one place. Its previous in-house system did not organize information effectively, so TeleResult chose Freshdesk to support customer service management across more than 2,000 clients and about 15,000 tickets per month.

Freshdesk helped TeleResult centralize ticketing, improve follow-ups, and automate reporting by integrating with its Telecontrol software. The team also used rules and priority features to track response times against SLAs and automatically reopen unresolved tickets after five days. As a result, TeleResult improved productivity, reduced manual reporting work, and gained better visibility into service performance and customer satisfaction.

Teleresult

Alex Nadeau

Senior Client Manager